To create a new generic case classification

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The procedure to create a new generic case classification is as follows:

  1. Navigate to Quick Menu > Generic Case > Configuration > Generic Case Types. The Generic Case Type Configuration window is displayed.
  2. Click on New Case Type 1. All fields are activated ready for data entry.
  3. Using the Companies drop-down field, multi-select all companies for which this generic case classification is relevant, or choose the All option, as required 1.
  4. Using the Category drop-down field, select a parameter value to reflect the nature and focus of the generic case classification e.g. Asset Management, Tenant Engagement, Rent Collection, etc.
  5. Enter a Description for the generic case classification into the field provided 2.
  6. Use the Information field to add contextual notes detailing the scope of the generic case classification.
  7. Enter Keywords into the field provided, separated by commas, to support extended searching opportunities for the generic case classification.
  8. Using the Entity type drop-down field, select the specific system component relevant to the generic case classification e.g. Asset, Contact, Generic Case, Resource, etc.
  9. Using the Roles drop-down field, multi-select all grouped security permissions to define those user accounts that are eligible to create generic cases of this type 3.
  10. To permit a generic case or its associated tasks being placed on hold, activate the Hold allowed tick box provided 4.
  11. Choose an Effective from date for this generic case classification i.e. the date on which it came into effect 5.
  12. Choose an Effective to date if the generic case classification status is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the classification will never expire.
  13. Click on Save 6.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as required; the All tick box will be automatically removed once an item is deselected.

Note

1 Upon first access, all fields are automatically activated ready for data entry; hence the New Case Type button is inactive.

2 System validation rules ensure that the description entered for each generic case classification is unique for the effective period.

3 Only those security roles relevant to the chosen companies will be available for selection.

4 A case or its inherent tasks might be placed on hold in circumstances where no action can be taken for a set period of time, and where the service level agreement would otherwise be unavoidably exceeded.

5 The Effective from date defaults to the current system date and cannot be left blank.

6 To amend the details of an existing generic case classification, expand a category heading and select a case type from the alphabetical list (or enter its name into the Search Case Types field) and repeat steps 5 through 12. By default the list is filtered to show Current case classifications. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations. Only a limited number of fields can be updated once a record has been created.


See related topics...

Generic case classification maintenance overview

To add an SLA target to a generic case classification