Create Case—Exercises

Basic Data Setup

Support Organization Basic Data

Purpose: The purpose of this exercise is to set up a support organization for the case to be assigned to. This support organization will be responsible for handling the case. 

Windows:
Support Organization Basic Data

  1. Define a new support organization
  2. Define a new queue
  3. Define a new work group
  4. Define a new assignee
  5. Define a new case user group
  6. Define a new business object
  7. Define a new business object queue

General exercise for Support Organization Basic Data 

Case Basic Data

Purpose: The purpose of this exercise is to set up the basic data required for running this particular functionality.

Windows:
Case Basic Data

  1. Define a new severity
  2. Define a new priority
  3. Define a new category
  4. Define a new case type
  5. Define a new case completion
  6. Define a new case focus
  7. Define a new case issue

General exercise for Case Basic Data

Required Data

Define Customer

Purpose: The purpose of this exercise is to define a customer to be used as the customer for the case.

Windows:
Customer

  1. Create a new customer

General exercise for Create a Customer: 

Create Support Key

Purpose: The purpose of this exercise is to define a support key to be used for the case.

Windows:
Support Key

  1. Create a new support key

General exercise for Create Support Key 

Main Exercise

Purpose: The purpose of this lesson is to create cases using the case window, case wizard and case issue wizard.

Windows:
Case
New Case Assistant
New Case Issue

Create Case using Case window

  1. Open the Case window.
  2. Create a new record. (F5)
  3. Select the value you defined previously for the Case Type field.
  4. Use the List of Values to select the value you defined previously for the Customer No. field.
  5. Save the record. (F12)

Note If you have defined a support key for the customer, the Business Object by Support Key dialog box may open, and you can select a business object, and click OK. If you have defined the basic data for task beforehand, a business object handover dialog box may open. The Title, Category, Case Priority and Case Severity fields receive the values you defined in basic data because they were defined as default values.

Create Case Using New Case Assistant

  1. Open the New Case Assistant.
  2. Use the List to select the value you defined for the Support Key field.
  3. Click the Caller field and click User.
  4. Enter R1 in the Customer Reference field.
  5. Click Next.
  6. Use List to select the value you defined earlier for the Business Object field.
  7. Use List to select values for Site, Customer No., Maint.Org. and Work Order No. fields. If possible, select the values you defined previously.
  8. Click Next.
  9. Select the customer project you defined when creating a support agreement in the Customer Project field. The Case Severity and Case Priority fields receive the default values you defined previously.
  10. Click Next.
  11. The default values you defined previously are displayed in the Case Category, Task Template, Case Title and Case Description fields. Change the value in the Case Title field to Request for Assistance from Users.
  12. Change the value in the Case Description field to Request for Assistance with configuration problems.
  13. Click Solution Found.
  14. Enter The Solution is...., in the Case Resolution field.
  15. Click Finish. Keep the wizard opened to perform the activities below.

Send E-mail Using New Case Assistant

  1. Click Send E-Mail. The Send E-Mail Message dialog box is opened.
  2. Enter an e-mail address in the To field.

  3. Enter Please look into this case, in the Message field.

  4. Click Send.

View Case Data

  1. Click Open the Case to View or Modify Data. The Case window is opened.

Create Case Using New Case Issue Dialog Box

  1. Open the New Case Issue dialog box.
  2. Select the case issue you created.
  3. Add a word or two in the Case Title and Case Description fields.
  4. Click Finish.