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

  1.  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

  1. 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

  1. 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

  1. 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

  1. 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

  1. 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

  1. 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

  1. Open the Case Basic Data window. The Severity tab is automatically selected.
  2. Create a new record. (F5)
  3. Enter DEF in the Severity field.
  4. Enter Default Severity in the Description field.
  5. Enter the value 1 in the Weight field
  6. Select the Default check box.
  7. Enter 1 in the LOV Value field.
  8. Save the record. (F12)

Define Priority

  1. Click the Priority tab.
  2. Create a new record. (F5)
  3. Enter Highest in the Priority field.
  4. Enter 1 in the Weight field.
  5. Enter Most Important, in the Description field.
  6. Select the Default check box.
  7. Enter the value 1 in the LOV Order field.
  8. Save the record. (F12)

Define Category

  1. Click the Category tab.
  2. Create a new record. (F5)
  3. Enter Request in the Category field.
  4. Enter Request for Assistance in the Description field.
  5. Select the Default check box.
  6. Enter the value 1 in the LOV Order field.
  7. Enter Request for Assistance in the Case Title Template and Case Description Template fields. 
  8. Enter a value in the Task Template field. Use the List of Values to select the task template you defined.
  9. Save the record. (F12)

Define Case Type

  1. Click the Case Type tab.
  2. Create a new record. (F5)
  3. Enter Internal in the Case Type field.
  4. Enter Internal - No Restrictions, in the Description field.
  5. Select None in the Selection field.
  6. Select the Default check box.
  7. Enter the value 1 in the LOV Order field.
  8. Save the record. (F12)

Define Case Completion

  1. Click the Case Completion tab.
  2. Create a new record. (F5)
  3. Enter Genuine User Error, in the Completion field.
  4. Enter Genuine Mistake by Trained User, in the Description field.
  5. Select the Default check box.
  6. Enter the value 1 in the LOV Order field.
  7. Save the record. (F12)

Define Case Focus

  1. Click the Case Focus tab.
  2. Create a new record. (F5)
  3. Enter Investigating in the Case Focus field.
  4. Enter The Case is under Investigation, in the Description field.
  5. Select the Default check box.
  6. Enter the value 1 in the LOV Order field.
  7. Save the record. (F12)

Define Case Issue

  1. Click the Case Issue tab. 
  2. Create a new record. (F5)
  3. Enter Urgent in the Name field.
  4. Enter Should be solved as soon as possible, in the Description field.
  5. Enter a value in the Work Group field. Use the List of Values to select the work group that you defined.
  6. Enter the value 1 in the LOV Order field.
  7. Enter a value in the Support Key field. Use the List of Values to select the support key that you defined.
  8. Enter values in the Category, Severity and Priority fields. Use the List of Values to select the values you defined.
  9. Enter  values in Project ID, Sub Project ID and Activity ID fields. Use the List of Values to select the values you defined.
  10. Save the record. (F12)