To link an entity to a generic case

The procedure to link an entity to a generic case is as follows:

1. Using the Advanced search spy-glass (), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
3. With the Summary tab in current focus, click on Select Entity. The Select Generic Case Entity window is displayed, confirming the specific system component or focus area associated with the selected case file e.g. Address, Contact, Rent Account, etc.
4. Enter a corresponding Entity name into the dynamic search field provided i.e. to identify an alternative data record relevant to the generic case 2. All possible matches are returned in the Search Results summary table, ready for selection.
5. Highlight the row containing the exact record match i.e. the desired entity relevant to the generic case.
6. Click on Save. The applied record change is reflected in the Entity field, located in the Generic Case Details header pane.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 The field will operate as a dynamic search function and match against any element of the record entity name based on the successive characters entered.

See related topics...

Generic case process management overview

To start a new generic case

To create a new generic case via a contact record

To create a new generic case via a CRM communication

Using the search facility