Creating a case

Starting the case creation

Depending on the business process implemented in your ConSol CM system, you might work on existing cases or create new cases yourself. Your business process can be configured for example to automatically create a case when a contact sends an email to the help desk. Alternatively, you might have the option to create a new case, for example when you receive a call from a contact who has a support request.

You need the permission to create cases for at least one process in order to create new cases. If you do not have this permission or you have to work on existing cases only, you can skip this section as it does not apply to you.

There are several ways to create a new case:

• Click the Create case link in the main menu (1).
• Click the Clone link in the case that you want to copy. In this case, the new case will be filled automatically with the case and contact data of the original case. Also see Cloning a case (2).
• Click the Create case link on the contact page. In this case, the new case will be filled automatically with the data of this contact. Also see Creating a case for the contact (3).

Figure 57: Creating a case

Depending on your system configuration, there might be additional ways to create a new case, e.g., using contact actions or resource activities.

Providing data

The Create case page is displayed after you chose to create a new case as described in the previous section. Depending on the selected way, some of the data may already be filled out. The following example shows the different sections of the Create case screen.

Fill out the data in the following sections:

Header section (1)

Select the process by clicking the corresponding tab (1a). If there is not enough space for all the tabs on the screen, click the button with the three horizontal lines and choose the process from the drop-down list (1b). Enter the basic case data. The available fields depend on the selected process. Mandatory fields are marked with an asterisk.

If you have permissions to create cases in more than one process, you can change the process in the Process field. The case will automatically adapt to the new process. Depending on the individual configuration of your CM system, a tooltip with a description is displayed when you hover over the process name.

Contacts section (2)

This section is displayed if the selected process requires every case to have at least one contact, which is the case for most processes. If the section is not displayed, you can create the case without contact.

Select the desired customer group by clicking the respective tab first. Afterwards you have to specify the contact. Depending on the contact data model of the selected customer group, you might have to select or create both a company and a person. Please see Terms and definitions for further information. You can specify the contact by either:

• Selecting an existing contact

  Start the Autocomplete Search by typing some contact data. In case of a two-level contact data model, you have to search for the company first. Use the field Please find or create company first. for this purpose. In case of a one-level model, you can directly search for the company or person. Select the desired contact from the suggestions.

• Creating a new contact

  In case of a one-level contact data model, enter the data of the new contact in the appropriate data fields. Click Create and select to save the new contact. If you want to create a new company in a two-level model, you have to click the Create link above the Please find or create company first. field first in order to display the data fields for the company.

You can only create a new contact if you have the permission to create contacts in the selected customer group.

Content section (3)

You have to add a comment to create the case. If you want, you can also add an attachment.

Once you have entered all the required data, click the Create case button to save the case (4). The background color will change from yellow (edit mode) to gray (view mode).

You can click the Save draft to workspace button to save your changes to the workspace to continue with the case creation later. Click the Cancel button if you want to leave the screen and discard your changes.