Below is a list of tips and tricks for the Manage Case course. Click one of the items below to see information that may be helpful to you as you take the course.
Use the Service Management.exe to perform these exercises.
It is important that you work with your own data to maintain data integrity.
The Zoom feature provides an easy way to get to the basic data or setup data for a List of Values option, e.g., when you are in the Case window and you have selected a category, and want to see the basic data for it, click Shift+F9 (or click the zoom item in the task bar) while the cursor is in the Category field, to open the Case Category window.
Cases can be created in the Case window, New Case Assistant and New Case Issue dialog box. Before creating cases you have to define basic data for cases and support organizations. After creating the case, if you would like to create a similar case, retrieve the case in the Case window, right click and click Copy Case. A dialog box with several options will open. You can select the necessary options.
This should be performed after creating a case.
Creating a task should be performed after creating a case. Tasks can be created using predefined templates. This is performed using the Create Task from Template right mouse button option in the Case/Tasks tab. Before performing this operation, a task template should be defined in the Task Basic Data/Task Template tab.
This should be performed after creating a task.