How to register a case from the [Cases] section record list

To manually register a new case:

1.Go the [Cases] section.

2.Click the [New case] button. The case page will open.

3.Enter the case data.

4.Fill out the case profile:

a.Specify the customer for this case in the [Contact] or [Account] field. One of these fields must be populated.

b.Select the service agreement for the case and indicate the service. After you specify the service, the [Resolution time] field will be populated.

Note

The rules for automatic service agreement selection are covered in the “Service agreement selection“ article.

c.Specify the case category. The case category is determined according to the selected service.

d.Specify the assignee or group of assignees for the case.

Note

If you set up the predictive case routing, the [Service] and [Assignee group] fields will be populated automatically.

5.Save the case.

As a result, a new Creatio case will be added Fig. 1).

Fig. 1 Example of a new case page (Service Creatio, enterprise edition)

 

The date and time of a case registration display according to the time zone, specified in the user profile. If the time zone is not specified in the profile, Creatio uses the value from the “Default TimeZone” system setting. If the time zone is not specified neither in the user profile, nor in the “Default TimeZone” system setting, Creatio sets the date and time on the case page based on the time of the user browser.

Note

To set a specific time zone manually, specify the needed value in the “Default TimeZone” system setting.
More information about system settings is available in The [System settings] section article.

Similarly, you can set the resolution time value.

See also

•How to create a case from an existing case communication email thread

•Registering or binding a case from an incoming call

•How to connect incoming emails to existing cases and create new incidents automatically