Case Basic Data—Exercises
Basic Data
Define Task Template
Purpose: The purpose of this exercise is to
define a task template to be used when defining a category.
Windows:
Task Basic Data/Task Template
- Create a new task template.
General exercise for Define
Task Template
Define Support Organization
Purpose: The purpose of this exercise is to
define a support organization to be used in case Issues.
Windows:
Support Organization Basic Data/Support Organization
- Create a new support organization
General exercise for Define
Support Organization
Define Work Group
Purpose: The purpose of this exercise is to define
a work group to be used when defining a case issue.
Windows:
Support Organization Basic Data/Work Group
- Define a new work group
General exercise for Define
Work Group
Define Queue
Purpose: The purpose of this exercise is to
define a queue to be used when defining a case issue.
Windows:
Support Organization Basic Data/Queue
- Define a new queue.
General exercise for Define
Queue
Define Assignee
Purpose: The purpose of this exercise is to
define an assignee to be used when defining a case issue.
Windows:
Support Organization Basic Data/Assignee
- Enter a new assignee.
General exercise for Define
Assignee
Create Support Key
Purpose: The purpose of this exercise is to
define a support key to be used when defining a case issue.
Windows:
Support Key
- Create a new support key.
General exercise for
Create
Support Key
Enter Customer Project
Purpose: The purpose of this exercise is to
enter a project ID, sub project ID and an activity ID to be used when defining a
case issue.
Windows:
Project
- Enter a new project ID, sub project ID and an
activity ID.
General exercise for
Enter
Customer Project.
Main Exercise
Purpose: The purpose of this lesson is to define
basic data to be used when handling particular cases. Case severities can be
used to classify cases according to their importance. Case priorities can be
used to prioritize between cases of the same severity. Case categories enable
you to group cases according to their types. Case types are used to define
access rights of users. The case completion code is used to define what was
needed to complete the case and used when closing or completing a case. When a
case focus is connected to a case, it indicates what the case owner should focus
on regarding the case at the moment. Case issues are general descriptions of
case data which can be used for specific cases making it possible to create
cases faster by only entering a case title and description.
Windows:
Case Basic Data
Define Severity
- Open the Case Basic Data window.
The
Severity tab is automatically selected.
- Create a new record. (F5)
- Enter DEF in the Severity field.
- Enter Default Severity in the Description
field.
- Enter the value 1 in the Weight field
- Select the Default check box.
- Enter 1 in the LOV Value field.
- Save the record. (F12)
Define Priority
- Click the
Priority tab.
- Create a new record. (F5)
- Enter Highest in the Priority field.
- Enter 1 in the Weight field.
- Enter Most Important, in the Description
field.
- Select the Default check box.
- Enter the value 1 in the LOV Order field.
- Save the record. (F12)
Define Category
- Click the
Category tab.
- Create a new record. (F5)
- Enter Request in the Category field.
- Enter Request for Assistance in the Description
field.
- Select the Default check box.
- Enter the value 1 in the LOV Order field.
- Enter Request for Assistance in the Case Title
Template and Case Description Template fields.
- Enter a value in the Task Template field. Use
the List of Values to select the task template you defined.
- Save the record. (F12)
Define Case Type
- Click the
Case Type tab.
- Create a new record. (F5)
- Enter Internal in the Case Type field.
- Enter Internal - No Restrictions, in the Description
field.
- Select None in the Selection field.
- Select the Default check box.
- Enter the value 1 in the LOV Order field.
- Save the record. (F12)
Define Case Completion
- Click the
Case Completion tab.
- Create a new record. (F5)
- Enter Genuine User Error, in the Completion
field.
- Enter Genuine Mistake by Trained User, in the Description
field.
- Select the Default check box.
- Enter the value 1 in the LOV Order field.
- Save the record. (F12)
Define Case Focus
- Click the
Case Focus tab.
- Create a new record. (F5)
- Enter Investigating in the Case Focus field.
- Enter The Case is under Investigation, in the Description
field.
- Select the Default check box.
- Enter the value 1 in the LOV Order field.
- Save the record. (F12)
Define Case Issue
- Click the
Case Issue tab.
- Create a new record. (F5)
- Enter Urgent in the Name field.
- Enter Should be solved as soon as possible, in the Description
field.
- Enter a value in the Work Group field. Use
the List of Values to select the work group that you defined.
- Enter the value 1 in the LOV Order field.
- Enter a value in the Support Key field. Use
the List of Values to select the support key that you defined.
- Enter values in the Category, Severity
and Priority fields. Use the List of Values to select the values you
defined.
- Enter values in Project ID, Sub
Project ID and Activity ID fields. Use the List of Values
to select the values you defined.
- Save the record. (F12)