Case Overview
Video Tutorial
Overview
A Case, Request, Incident, or Call is a fundamental part to any Help Desk application and is where issues or requests are logged and actioned.
In versaSRS a Case is separate from a Problem or RFC though they share many attributes.
Typically Cases are created via an email that has been sent to a configured email account in the system. However, they can also be created manually by selecting the New Item icon on the Navigation Header and Case from the listed choices.
A Case has a required set of fields and a number of possible actions that can be performed. To create a new Case the mandatory fields (denoted by a *) must be completed. Cases can be edited at any time.
For Users to be able to create new or edit existing Cases they need to be assigned a Security Profile with the correct level of access.
NOTE: It is possible to change the default labels for the visible fields and the drop-down list values that are available within the Case Tabs. Due to this those in your system may differ from those shown below.
Case Details
This tab is where the primary information about the Case is contained and the categorisations set.
The fields/controls available in the Case Details tab are as follows:
| Field | Description |
|---|---|
| Subject * | The issue reported by the customer. For Cases logged via email, this field corresponds to the email subject. |
| Details | A more detailed description of the issue raised. For Cases logged via email, this field corresponds to the email body. |
| Logged By | This field is automatically populated by the application with the details of the versaSRS User who originally created the Case. For Cases logged via email, this field will read System Administrator. |
| Case Type | The Type of Case, selected from the drop-down list options. These can be changed or added to in the System Tables |
| Received By | The method by which the Case was received, populated from the drop-down list options |
| Team * | The Team the Case is to be assigned to, selected from available Teams in the drop-down list. For Cases logged via email, the Team will be governed by whether the destination address (To) can be mapped to a system Team (based on the Primary Address). Custom Routing Rules can also be used to control the destination Team. |
| Skill Group | The group that the Case is to be assigned to, selected from available Skill Groups in the drop-down list |
| User | The User the Case is to be assigned to, selected from available Users in the drop-down list |
| Urgency | The Urgency of the Case, selected from the drop-down list |
| Risk | The Risk level of the Case, selected from the drop-down list |
| Priority * | The Priority to be given to this Case (sets the required response/resolution time) selected from the available drop-down list options |
| Key 1 | The primary sorting qualifier for the Case, selected from the available drop-down list options |
| Key 2 | The secondary sorting qualifier for the Case, selected from the available drop-down list options |
| Key 3 | The tertiary sorting qualifier for the Case, selected from the available drop-down list options |
| Due Date * | The date the Case is due to be completed |
| Estimated Solution Date | An estimated solution date may be earlier or later than above |
| Product Type | The Product Type related to the Case, selected from the available drop-down list options |
| Product | The Product related to the Case, selected from the available drop-down list options |
| Impact | Specifies the severity of the impact of the Case, selected from the available drop-down list options |
| Service Area | The Service Area to which the Case relates, selected from the available drop-down list options |
| Symptom Code | Specifies the type of symptom related to the Case, selected from the available drop-down list options |
| Cause Code | Specifies the cause related to the Case, selected from the available drop-down list options |
The icon functionality available is as follows:
| Icon | Description |
|---|---|
Queue Work Load  |
Shows the current work load (amount of Cases assigned) for each User in the Team |
Watchers  |
Shows the current Watchers assigned to the Case |
Access Rights  |
Deny/Grant access to the Record for specific Users that are in the Team |
Knowledgebase Search  |
Automatically searches the Knowledgebase for articles that match the selected Key Set |
Calendar  |
Allows you to set/change the Due Date and Est. Soln Date |
For information about the icons available on the Case Toolbar please click here.
There are also custom fields which are hidden and can be displayed via the "Expand for more options" arrow next to the Logged By field.
These fields can be used to store additional data. This can be especially useful when Cases are logged via custom web forms, specific pieces of data can be stored in these fields making it easy to report on using the Reporting Dashboard.
Client Details
This tab contains the Client Details of the Primary and Secondary Requestors for the Case. These details can be selected from the versaCRM and all available fields auto-filled.
When a Case is logged via email the email address will be populated in the Primary Requestor email field. If the email has been sent by an existing versaCRM Contact other fields will be auto-filled with the available details.
The fields in the Client Details tab are as follows:
| Field | Description |
|---|---|
| Company | The Company that the Requestor is from |
| Job Title | The job title of the Requestor |
| First Name * | The Requestors first name |
| Last Name * | The Requestors surname |
| Email * | The Requestors email address |
| Phone | The Requestors phone number |
| Division | The Requestors division within the Company |
| Department | The Requestors department within the Company |
| Location | The Requestors location |
| Computer | The name of the Requestors computer |
| Username | This field relates to the VIPTag and VIPColor Application Property fields in the Global Settings. When the VIPTag and VIPColor fields are defined in the Global Settings, and the VIPTag text is entered into the Username field of the Case, the Requestors name will appear bold and coloured in the Case listing. |
The icon functionality available is as follows:
| Icon | Description |
|---|---|
Add Contact  |
If the Primary Requestor is not a known versaCRM Contact this icon will be displayed allowing you to quickly create a versaCRM Contact record for them |
Browse Contacts  |
Brings up the Address Book allowing you to search for and select the Requestor automatically inputting all relevant fields |
Copy Requestor  |
Copies the Primary Requestor details to the Secondary Requestor details or vice versa |
Clear Information  |
Removes all information from the Requestor fields |
Go to Organisation  |
If the Company field contains an existing versaCRM Organisation clicking this icon will take you directly to the record |
Billable Times  |
Displays calculated overview of the current Billable totals for all Cases belonging to the Organisation for the current Year/Month/Week |
Go to Contact  |
Takes you directly to the Requestors versaCRM Contact record |
Solution
This tab contains the Solution of the Case. This allows a Solution to be entered and viewed easily by Users.
The fields/controls in the Solution tab are as follows:
| Field/Control | Description |
|---|---|
| Solution | Allows the solution of the Case to be entered |
| Initial Solution Type | Depending on what is selected it will enable or disable the Send Open/Closed confirmation checkboxes to suit the circumstance. Only applies when creating new Cases manually. There are three selections available which are Unresolved, Workaround, and Resolved. |
| Send open confirmation checkbox | Checking this will cause the Open Confirmation email (set in the Team Settings) to be sent when the Case is logged. Only applies when creating new Cases manually and the Initial Solution Type is set to either Unresolved or Workaround. |
| Send closed confirmation checkbox | Checking this will cause the Closed Confirmation email (set in the Team Settings) to be sent when the Case is logged/closed. Only applies when creating new Cases manually and the Initial Solution Type is set to Resolved. |
Children
This tab contains the list of Cases which have been made a Child or Parent of the Case.
Double clicking the record will take you to the Parent/Child Case. A Parent/Child link can be created by right-clicking on the Parent Record listing and selecting Tools >> Link to Child from the menu or by selecting the 
icon from the Toolbar.
Links
This tab allows the creation of a link between Cases, Problems, and RFC's as well as showing the current links already established.
Unlike a Child/Parent relationship a Link does not have to be of the same record type (i.e. Case, Problem, RFC) and is just a connection between two or more entities with no implied hierarchy.
The fields/controls in the Links tab are as follows:
| Field/Control | Description |
|---|---|
| Page left and right arrows | Changes page if the number of links on the Case require multiple pages to display |
| Record Type drop-down | The type of Record that is to be added (i.e. Case, Problem, RFC) |
| Record ID field | Text field to input the numeric ID of the Record that is to be linked to the Case |
| Add button | Adds the Record that has been specified in the previous two fields |
| Remove button | Removes the selected linked Record from the Case |
Forms
This tab maintains a record of all Forms that have been associated with the Case.
The controls in the Forms tab are as follows:
| Control | Description |
|---|---|
| Refresh button | Refreshes the page showing the most up to date display of the Forms within the Case |
| Select button | Allows selection of a Form to add to the Case |
| Delete button | Removes the Form from the Case |
Assets
This tab allows the linking of an Asset to a Case as well as showing the current Assets that are already linked.
The fields/controls in the Assets tab are as follows:
| Field/Control | Description |
|---|---|
| Page left and right arrows | Changes page if the number of Assets on the Case requires multiple pages to display |
| Asset ID drop-down | This drop-down list allows the selection of the Asset reference type that will be used to link the Asset |
| Asset ID field | Text field to input the numeric ID of the Asset that is to be linked to the Case |
| Add button | When the ID has been entered the User can click Add to link the Asset to the Case |
| Search button | This can be used to search for Assets that have been created in the system |
| Remove button | Removes the Asset from the Case |
Tasks
This tab allows the creation of Tasks as well as listing all of the Tasks that have already been created for a Case.
The controls in the Tasks tab are as follows:
| Control | Description |
|---|---|
| Timeline button | Clicking this will display a timeline of the Tasks against the Case |
| Workflow button | Allows Tasks to be added as Workflow Tasks, meaning that they are sequential Tasks that need to be completed in order |
| New button | Allows creation of a new Task to add to the Case |
| Refresh button | Refreshes the page showing the most up to date display of the Tasks in the Case |
Billing
This tab allows Billing information to be entered. Billing information can only be edited when performing a Case Update.
The fields/controls in the Billing tab are as follows:
| Field/Control | Description |
|---|---|
| Company | This drop-down allows the selection of the Primary or Secondary Requestor to be used as the Company to which the billing applies |
| No Charge checkbox | Specifies if work done on the Case is not to be charged to the Company |
| No of Transactions | Allows the User to enter the number of transactions that occur on the Case |
| Estimate | Allows the User to enter an estimated time for resolution |
| Time Billed | Allows the User to enter the actual time that will be billed for a single transaction |
| Set as Cumulative checkbox | If checked, will set the Time Billed row as the Cumulative amount |
| Cumulative | Sums up the total amount of time worked on the Case |
| Audit Log Cumulative | Aggregates the Log Time for Updates to the Case |
| $ Charge | Specifies the amount charged for the Case |
| $ Quote | Specifies the quote given for the Case |
| Set As Charge button | Sets the $ Quote amount to be the $ Charge amount |
| Ref. Num | The billing reference number related to the Case |
| Notes | Allows the User to enter plain text notes |
Summary
This tab shows the Printer Friendly view and is a summary of the main details and correspondence for the Case.
The controls in the Summary tab are as follows:
| Control | Description |
|---|---|
| Show comments checkbox | If checked, will display Comments made within the Case in the Summary view |
| Show confidential comments checkbox | If checked, will display Confidential Comments made within the Case in the Summary view |
| Show correspondence history checkbox | If checked, will display the Correspondence History (email correspondence) within the Case in the Summary view |
| Show Telephone Calls And Meetings | If checked, will display the Telephone Calls and Meetings within the Case in the Summary view |
| Refresh button | Refreshes the page to display the most up to date representation of the Summary view. If checking or unchecking the display options you need to click Refresh to see the change |
| Print button | Prints the Summary view |
| Show All button | Checks all of the display option fields and refreshes the page |
History
This tab contains the Audit history of the Case.
There are five tabs within the History tab which are as follows:
| Tab | Description |
|---|---|
| History | This tab shows all of the available audit log history for the Case |
| Comments History | This tab shows the audit log history for Comments only |
| Correspondence History | This tab shows the audit log history for Correspondence only |
| Alert History | This tab shows the audit log history for Alerts (i.e. Due Date Alert) only |
| Attachments | This tab shows all of the attachments on the Case |