Create Case
Explanation
This activity is used to create a new case. The
cases
are automatically dispatched and will receive the Queued status if a default queue has been
selected for the organization, or the relevant data is defined in the business
object queue or in the case issue dispatch fields. If not, the created case receives
the New status. After the required information such as the customer ID is entered, you can
add some complementary information that will help you to handle this
particular case. When a case is created using a predefined
support key of a customer, if configured in the
Support Key
window, a dialog box may open so that you may select business objects connected
to the support key. If an escalation rule exists to automatically dispatch the
case, it will be dispatched and the Dispatch Case dialog box may
open if the Open Dispatch Dialog check box is selected in the
Insert Dispatch dialog box.
Prerequisites
- Severity, priority, category,
case type, case completion, and the case focus must have been entered in the
Case Basic Data
window.
- A customer must have been defined in
Enterprise/Customer
- If you want the case to be automatically queued, a
support organization and default support queue for that organization must
have been defined in the Basic Data/Support Organization Basic Data
window.
- To create a case through a logical unit, a case issue with a name that is identical to a
logical unit must exist in the Case Basic Data/Case
Issue tab. For example, CustomerOrder, SalesPart, ActiveSeparate (Customer
Order window,
Sales Part window,
Prepare Work
Order window, etc).
- To create a case from the Attachment Panel, the Case
service should be enabled for the logical unit.
System Effects
As a result of this activity, a new case will be created.
Window
Case
New Case Assistant
New Case Issue
Related Window Descriptions
Case
Business Object by Support
Key
Procedure
- Open the
Case window.
- Click New. The case type, category, completion, case priority, case severity, focus, and
focus date are displayed. The default values are automatically displayed at new entry. You can change the values if necessary.
Use the List of Values to select a suitable value.
- In the Customer No field, enter the name of the customer.
- Save the record.
- If the
Business Object by Support Key
dialog box opens, if necessary, select suitable business objects and click
OK.
- If the Dispatch Case dialog box
opens, fill the necessary dispatch information and click OK or Cancel.
To create a case using an existing connection to a
logical unit:
- Open the main window (Customer Order window,
Sales
Part window,
Prepare Work Order window, etc) of the
logical unit.
-
Click the Attachments tab in the context pane.
- Click the
Case link.
- In the
Case window, click
New to create a new case.
- Update the Case Title and Case
Description fields and click Finish.
- If the Enter Customer
dialog box
opens, fill the necessary information and click OK.