Difference between revisions of "View Case Screen"
(→Pending Activities) |
(→Case) |
||
| (One intermediate revision by one other user not shown) | |||
| Line 7: | Line 7: | ||
*'''Subject''' - This is the subject name for the case. | *'''Subject''' - This is the subject name for the case. | ||
*'''Account Name''' - This is the account that requested the case. Clicking the [View] button will take you to the [[View Account Screen]]. | *'''Account Name''' - This is the account that requested the case. Clicking the [View] button will take you to the [[View Account Screen]]. | ||
| − | *'''Contact Name'' - This is the name of the contact who requested the case. Clicking the [View] button will take you to the [[View Contact Screen]]. | + | *'''Contact Name''' - This is the name of the contact who requested the case. Clicking the [View] button will take you to the [[View Contact Screen]]. |
*'''Priority''' - This is the number value of the priority that has been assigned to this case (for example: "1", representing "Critical"). | *'''Priority''' - This is the number value of the priority that has been assigned to this case (for example: "1", representing "Critical"). | ||
*'''Status''' - This is the current status of the case (for example: "Submitted" or "Rejected"). | *'''Status''' - This is the current status of the case (for example: "Submitted" or "Rejected"). | ||
| Line 36: | Line 36: | ||
==Activities History== | ==Activities History== | ||
| + | |||
| + | The "Activities History" section lists previous activities that have already been completed. Like the "Pending Activities" section, you can sort the list alphabetically/sequentially by clicking on any of the header categories: "Type", "Purpose", "Activity", "Status", "Scheduled Date", and "Completion Date". | ||
| + | |||
| + | Clicking either the [Log Call] button or [Log Email] button will link you to the [[Log Task Screen]] of the Activities section of opentaps CRM, with the appropriate data fields to store the call or email information. | ||
Latest revision as of 16:45, 30 October 2007
The "View Case" screen is divided into the following sections:
Contents
Case
This section details the following case information:
- Subject - This is the subject name for the case.
- Account Name - This is the account that requested the case. Clicking the [View] button will take you to the View Account Screen.
- Contact Name - This is the name of the contact who requested the case. Clicking the [View] button will take you to the View Contact Screen.
- Priority - This is the number value of the priority that has been assigned to this case (for example: "1", representing "Critical").
- Status - This is the current status of the case (for example: "Submitted" or "Rejected").
- Type - This is the type of request that has been made (for example: "Request for Support").
- Reason - This is the reason the contact has made the request (for example: "Complex Functionality").
- Description - This is the manually entered case description.
Clicking the [Edit] button will take you to the the "Edit Case" screen where you can update the case information and add new notes. Clicking the [Close Case] button will change the status of the case to "Completed" and will remove all functionality from the "View Case" screen, only allowing you to view case information.
Case History
The case history is a history of the status of the case. listing the status and a timestamp for when the status was changed.
Pending Activities
The "Pending Activities" section lists activities that have been created but have not yet been completed, and details the activity's type, purpose, activity, status, scheduled date, and due date.
Clicking [New Event] will link you to the create event screen of the Activities section of opentaps CRM. Similarly, clicking [New Task] will link you to the create task screen of the Activities section.
Bookmarks and Files
This section lists any previously bookmarked URLs or uploaded files (documents, images, etc.) relevant to the case. Clicking the [Bookmark URL] button will prompt you with fields to enter the web address and a description of the URL or its relevancy. Clicking the [Upload File] button will prompt you with a field to enter the file name or browse your computer to find and select the file, and a field for a description of the file.
Notes
In this section you can make notes about a case. Clicking the [Create New] button will take you to the "Add Note" screen, where you can enter the note into an information box. Click the [Create Note] button to save the note and return to the "View Case Screen".
Activities History
The "Activities History" section lists previous activities that have already been completed. Like the "Pending Activities" section, you can sort the list alphabetically/sequentially by clicking on any of the header categories: "Type", "Purpose", "Activity", "Status", "Scheduled Date", and "Completion Date".
Clicking either the [Log Call] button or [Log Email] button will link you to the Log Task Screen of the Activities section of opentaps CRM, with the appropriate data fields to store the call or email information.
