Define Case Type

Explanation

Use this activity to define a case type. There are three system-defined case types included with the installation: Global, Local, and Customer. Case types can be used to define access rights to the users. That is, the users will be able to access only the cases belonging to specific case types. This row level security is set up when connecting assignees to certain case user groups. 

Prerequisites

There are no prerequisites. 

System Effects

• Case types will be created.
• Case types can be used to apply access restrictions on cases. 

Window

Case Basic Data

Related Window Descriptions

Case Basic Data
Case Basic Data/Case Type

Procedure

1. Open the Case Basic Data window, and click the Case Type tab.
2. Create a record (F5).
3. Specify values in the Case Type, Description and Selection fields.
4. To set a default case type for all the cases, select the Default check box. Alternatively, once the records have been saved, you can right-click and then click Set/Unset Default to set a selected case type as the default; thereby discarding any other default setting. 
5. To specify the order in which the case type should appear in a List of Values, enter a number greater than zero in the LOV Order field. 
6. Save the record (F12).