The [Portal Cases] section is available in the self-service portal by default. Here, you can submit support tickets (i.e., “cases”), track their resolution progress and communicate with support staff.
Portal case pages consist of case profile (1), workflow bar (2), message panel (3) and the [Processing] tab (4) (Fig. 1).
Fig. 1 Case page on the portal
The case page contains a [Complain] button for passing your service-related comments and notes to the support, even for closed cases. Click this button to open a new window for publishing comments and notes.
The case number and its subject are displayed at the top left of the page. The number is generated automatically, based on the specified template. Case subject is also generated automatically, based on the selected service and case category.
On the left side of the page, you can find a case profile (1) with general information about the case.
At the top right of the page, there is a workflow bar (2) that shows current stage of the case processing.
Enter detailed case information in the message panel (3) below the workflow bar to converse with the staff regarding the case resolution. You can attach files to your messages.
General case information.
| Response time | Case response deadline, representing the time limit between the case registration and the moment the case processing starts. The deadline is calculated automatically and depends on the selected service. This is a non-editable field. An indicator of the remaining/overdue time is displayed to the right of the field. |
| Resolution time | A deadline for resolving the case. The deadline is calculated automatically and depends on the selected service. This is a non-editable field. An indicator of the remaining/overdue time is displayed to the right of the field. |
| Category | A case can have one of the following categories: service request, incident or consultation (this category is available only in Financial Services Creatio, customer journey edition). Once the record is saved, the field becomes non-editable. The field is populated automatically, when a service is specified. |
| Service agreement | The field is available only for Service Creatio, enterprise edition. When a new case is created, the proper service agreement is selected automatically. |
| Service | The service, which facilitates the case resolution. |
| Configuration item | The field is available only for Service Creatio, enterprise edition. |
The field is available only for Service Creatio, enterprise edition.
Case service agreement is determined by selecting the agreement with the highest priority. The service agreement priorities are as follows:
1.Contact service agreement (portal user is specified as the service object of the agreement).
2.Department service agreement (portal user’s department is specified as the service object of the agreement).
3.Account service agreement (portal user’s account is specified as the service object of the agreement).
If only one service agreement with the highest priority is found, it will be automatically specified in the [Service contract] field. If several agreements with the same priority have been found, the [Service agreement] field will not be populated, and you will need to select one of the available service agreements manually. If there are no records that match the conditions, the field will be populated with the default service agreement.
Feedback
This field block displays information about case rating and reason for closing.
| Satisfaction level | Service level grade given by the user after the case is resolved. |
| Feedback notes | Additional comments. |
The [Feedback] field block becomes available after a case is assigned the “Resolved”, “Closed” or “Canceled” status. The case author will receive an email notification, prompting them to grade the customer service level and leave feedback.
History
The detail contains the communication history of the case. The history includes:
-
Emails sent and received in the process of resolving the service request or incident.
-
Messages posted by employees and portal users on the customer portal. Messages that contain attachments are marked with the
icon. The first attachment is shown as a link in the lower left corner of the message. Click the [Read more] link to view other attachments.
How to submit a case from the portal
There are two ways to submit a case – you can either go to the [Portal Cases] section and click the [New case] button (Fig. 2) or click [New] on the portal main page, in the "My cases" block.
A new case page will open, where you can enter the case information in the corresponding fields (Fig. 3).
1.The [Service agreement] field (available only for Service Creatio, enterprise edition) will be populated automatically in accordance with the service agreement. If you have multiple service contracts, you can manually select the necessary service contract.
2.In the [Service] field, select the service that your request is related to. The service you choose determines the case category as well as response and resolution deadlines (Fig. 3).
3.Enter all necessary details in the message panel (Fig. 4).
4.You can attach a file to illustrate, clarify or supplement the information on your case. To do this, click 
under the message entry form and select the file. You can attach several files to a case. The attached files are displayed as hyperlinks (Fig. 5).
Fig. 5 A file attached to a case
5.When ready, click [Submit] (Fig. 6).
As a result, the case is saved and a unique number is assigned to it automatically.
How to manage cases on the portal
You can manage the case status from the case page on the portal. The following case management actions are available in the [Actions] menu for portal users (Fig. 7):
-
Cancel case
-
Close case
-
Reopen case.
Fig. 7 Case actions that you can perform on the portal
Canceling a case on the portal
If a case was created by mistake, or if the response for this case is no longer required, you can cancel the case. To do this, select the [Cancel case] option from the [Actions] menu.
The support team member will see the following case changes in the primary application:
-
The case status changes to “Canceled”;
-
The ‘’Canceled by user” value is set in the [Reason for closing] field;
-
The [First resolution time], [Actual resolution time] and [Closed on] fields are populated with the date and time when the case was canceled on the portal.
Closing the case on the portal
Portal users can close their cases if the solution has been provided but a support engineer has not yet closed the case. To close a case on the portal, select the [Close case] option from the [Actions] menu.
The support team member will see the following case changes in the primary application:
-
The case status changes to “Closed”;
-
The ‘’Closed by user” value is set in the [Reason for closing] field;
-
The [Closed on] field is populated with the date and time when the case was closed on the portal.
Reopening the case on the portal
You can reopen cases that have the “Resolved” and “Waiting for response” status if the provided solution did not resolve the case issue.
To do this, select the [Reopen case] option from the [Actions] menu.
The support team member will see that the case status has changed to “Re-opened”.
How to communicate with support staff via portal messages
While a case is being processed, you can communicate with the support team members using the chat functions available on the case page. You will be notified by email when you receive a message concerning your case. The history of case processing is displayed in the [Processing] tab of the case page (Fig. 8).
Fig. 8 Communication history on the case page
This tab is used as a communication channel between the users and the support team members involved in the case resolution. By default, you can add comments to the posts that are not assigned with the “Closed“ status.
To post a message, populate the corresponding fields and click the [Send] button.
Attach a file to the message if necessary. Files sent during the conversation are displayed as links, and clicking the links initiates opening the files (Fig. 9). To download an attachment, click its title.
Fig. 9 An attached file in the case processing history
How to leave case feedback on the portal
You can evaluate the quality of service provided for your case at any stage of its life cycle.
Case processing results can be used to evaluate the service satisfaction. For this, populate the [Feedback] detail fields of the case page. The [Feedback] field block becomes available after a case is assigned the “Resolved”, “Closed” or “Canceled” status. Case author will receive an email notification to fill out the feedback fields.
If during the processing of your case, you receive comments or notes, you can easily pass them on to the support team. To do this:
1.Open the case page on the self-service portal.
2.Click the [Complain] button in the top left corner of the case page (Fig. 10).
Fig. 10 The [Complain] button on a case page
3.In the opened window, enter your feedback.
4.Click [Complain].
A comment with the "Complaint" type will be displayed in the communication history on the case page. This will draw the attention of the support team to the case and improve the quality of service.
Unlike usual comments, you can leave complaints on resolved and canceled cases.
See also
