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Introduction
The case management configuration will allow you to configure case types that can be used in Case Management
Case Type configuration need to be done before creating any cases
Case Type Configuration
Case Type List
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Column | Description | Comments |
|---|---|---|
Action | Available actions:
| |
Case Type Code | Case type code | |
Case Type Name | Name of the case type | |
Workflow | Workflow that is supporting this case | |
Queue | The queue that new cases will be assigned to |
Create a Case Type
To create a new case type simply click create button
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Create Case Type popup
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Field Name | Description | Comments |
|---|---|---|
Case Type Code | Case type code | Special characters are not allowed |
Case Type Name | The name that will be used to displayed on UI | |
Workflow | Select workflow that will be used to support this Case Type. | Refer to Workflow Configuration |
Queue | Select the Queue that new cases will be assigned to | Refer to Queue |
Update an existing Case Type
Click on Edit Action on Case Type List
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Update Case Type popup
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Field Name | Description | Comments |
|---|---|---|
Case Type Code | Case type code | You will not be allowed to update Case Type Code in edit mode |
Case Type Name | The name that will be used to displayed on UI | |
Workflow | Select workflow that will be used to support this Case Type. | Refer to Workflow Configuration |
Queue | Select the Queue that new cases will be assigned to | Refer to Queue |
Delete Case Type
Click on Delete Action on Case Type List
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Confirmation message will be displayed
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Confirm your decision and the Case Type will be removed.
Note: This action is irreversible. Please be careful with it.