## Entering Cases

This chapter provides an overview of cases and discusses how to:

- Enter basic case information.

- Enter billing information for a case.

- Work with solutions.

- Enter activities for a case.

- Enter and review related actions.

- Enter comments (attachments).

- Create tasks.

- Use the case history form.

- Use related links.

### Understanding Cases

As the main component of Oracle's JD Edwards EnterpriseOne Support systems, the JD Edwards EnterpriseOne Case Management system captures the details of customers' problems and provides a process to track cases from creation to resolution.

Use the Case - Manage form to enter and review all information related to a case. This form provides tabs and access to the Case Entry program (P90CG501), the Solution program (P90CG502), the Activities program (P90CG510), and the Related Actions program (P90CG503). You can also attach both internal and external messages or documents to the case using media objects.

You can create various objects related to a case, such as sales orders, quotes, scripts, service work orders, equipment work orders, leads, and returned material authorizations (RMAs), all within the context of a case using the Related Actions program.

Click the Related Links link to access each area of a case that you want to review. You can access multiple contact, customer, supplier, employee, item, equipment, and contracts programs using this link.

Use the Activities program to assign issues related to the case to other team members in order to resolve a customer problem. Activities, a foundational component of JD Edwards EnterpriseOne Customer Relationship Management (CRM), enable users to track case-related actions such as meetings, tasks, and to-dos. Activities appear on the calendar control.

### Entering Basic Case Information

This section provides an overview of basic case information, lists a prerequisite, and discusses how to enter basic case information.

#### Understanding Basic Case Information

Before you can process a case and enter additional information (such as activities, billing, and solutions), you must enter basic data in the system—for example, a customer or item number—so the system can assign a case number and begin processing the case.

#### Prerequisite

Before you can enter a case, you must:

- Complete the steps described in the chapter named “Setting Up Case Management Fundamentals.”

- Exist in the Address Book and be defined as a service provider.

- Complete the steps described in the chapter named “Setting Up Provider Groups.”

See Setting Up Case Management Fundamentals.

See Setting Up Provider Groups.

and

See Setting Up Customers and Service Providers for Service Management.

#### Forms Used to Enter Basic Case Information

Form Name | FormID | Navigation | Usage
Work With Case Management | W17500A | Daily Support Processing (G90CE01), Case Entry | Search for cases.
Add Case | W90CG504A | Click the Add button on the Work With Case Management form. | Enter basic case information.

#### Entering Basic Case Information

Access the Add Case form.

Customer

Customer Number | Enter the customer number. If the customer exists in the system, the system retrieves information about that customer, such as a telephone number. This information appears by default. You can override default values, if necessary. If the customer does not in exist the Address Book, click the Quick Add link and add the customer record. See Setting Up Customers for Service Management.
Call Backs | Enter a value from UDC 17/CB to specify the number of callbacks for the case.
Caller Number | Enter the caller number to associate a third-party with the case, such as a technician or a customer service representative. The customer number appears by default in this field.
Caller Name | Enter the customer contact name for the case. If the caller does not exist not in the Address Book, click the ellipsis (...) link and add the contact information.
Problem | Enter a short description for the case. Depending on how you have set the processing options, you can use the first 80 characters from the media object as the default value for this field. If you are not using Solution Advisor and the Solution system constant is not selected, you can also click the Search button to select a failure description See Setting Up Case Management Constants.
Reason | Enter the reason for the customer issue. Note. To attach additional text to the case, enter additional text in the text box on the form. When you define status rules, you can define when the text attached to a case is protected. When you protect text, you prevent changes to the text attached to a case. You can add to text that is protected; click the Append Text link. You cannot modify the existing text. The system appends a time stamp to the text area when the information changes.
Priority | Enter a value from UDC 17/PR to specify the case priority code. In conjunction with the F1753 table, this field determines the response time.
Case Status | Enter a value from UDC 17/ST to specify the case status, such as Open, Active, and so forth.
Case Type | Enter a value from UDC 17/CT to specify the case type.
Equipment Number | Enter an identification code that represents an asset. You might enter a serial number in this field based on the equipment constants. Enter the identification code in one of these formats: Asset number: A computer-assigned, eight-digit numeric control number. Unit number: A 12-character alphanumeric field. Serial number: A 25-character alphanumeric field. Every asset has an asset number. You can use unit number and serial number to further identify assets. If this is a data entry field, the first character you enter indicates whether you are entering the primary format that is defined for the system, or one of the other two formats. A special character, such as a forward slash (/) or asterisk (*), in the first position of this field indicates the asset number format that you are using. You assign special characters to asset number formats on the Fixed Asset System Constants form.
Inventory Item Number | Enter a number that the system assigns to an item. It can be in short, long, or third item number format.
Product Model/Family | Enter a code that classifies an inventory item into a model for customer service. Note. Based on the equipment number that you set up in the equipment record, the system retrieves the inventory item number, branch/plant log, and product model/family. If you do not enter the equipment number, the system retrieves the branch/plant lot and the product model/family, based on the inventory item number.
Product Component | Enter the components that make an equipment number or components associated with a customer site.
Environment | Enter the operating environment of the user.
Provider Group Number | Enter the provider group number. If you set up routing rules, the system automatically assigns the case to a particular provider group, based on the case type or generically. The provider group is assigned based on the routing rules. If the provider group is manually entered or appears by default from the processing options; it is not assigned based on the routing information. If you enter a value other than the Address Book number—such as the long address or tax ID—you must precede it with the special character that is defined in the Address Book constants. When the system locates the record, it returns the Address Book number in this field. For example, if the Address Book number 4100 (total solutions) has a long address TOTAL and an asterisk (*) distinguishes it from other entries (as defined in the Address Book constants), you might type *TOTAL into the field. The system would return 4100. See Setting Up Case Management Constants.
Assignee | Enter the assignee manually; or assign by the routing information or the escalation routine if you are using escalation by skill level. If you are manually assigning cases, enter the Address Book number for the assignee. If you enter a value other than the Address Book number—such as the long address or tax ID—you must precede it with the special character that is defined in the Address Book constants. When the system locates the record, it returns the Address Book number in this field. If you are escalating using skill levels and an assignee has been entered or appears by default from routing rules and the assignee is not an employee for the provider group, the case is reassigned to a provider group member in the escalation process. If you set up routing rules that specify the case to be directed to an assignee, this field contains the default information. See Working with Escalations. and See Setting Up Routing Information.
Service Package | Displays the service package by default if the case is entitled. A service package contains the service type, coverage type, response time, and coverage group.
Coverage Group | Displays default information for the service package. The coverage group consists of unlimited cost codes and the percentage covered for each cost code. See Entering Contract Coverage Information.

Dates/Times

Select the Dates/Times tab.

Date/Time Returned | Enter the date that the job is executed. When a case is first assigned, the system supplies the current date and time in this field and the Date/Time Begin field.
Date/Time On Site | Enter the date that the service provider arrives at the customer site.
Date/Time Committed | Displays the system-calculated commitment date and time. If the case is covered under a contract, this field uses the current date and time plus the response time guaranteed in the contract. If the case is not covered under a contract, this field displays the current date and time plus a guaranteed response time that is based on the provider group and case type. This value is multiplied by the commitment percentage, which is based on the provider group and priority. See Setting Up Case Priorities Using Notification Escalation Method. and See Setting Up Priorities Using Skill-Level Escalation Method.
Users Time Zone | Displays the time zone defined in the service provider information listed in the Address Book record for the user entering the case.
Commitment Duration | Displays the amount of time that has elapsed between case entry and case assignment.

Additional Information

Select the Additional Information tab.

Parent Case Number | Enter the parent case number if the case is a child of another case or if cases are related.
Claim Number | Enter a claim number to link a claim that product end user submits. Claim numbers are found often on preprinted forms.
Case Source | Enter a value from UDC 17/SC to specify the source of a case, such as telephone, email, or web.
Tickler Date | Enter the date on which the transaction takes effect. The effective date is used generically. It can be the date of the next raise, a lease effective date, a price or cost effective date, a currency effective date, a tax rate effective date, or any other date that is appropriate. When you enter tickler dates, the system creates a message in the mailbox of the provider group or assignee with the tickler date. For example, you can use the tickler fields if you want to call a customer after closing the case to ensure that the issue does not require further attention.
Tickler Description | Enter a user-defined name or remark.
Responsible Business Unit | Enter the entity for where you want to track costs; for example, a warehouse location, job, project, work center, or branch/plant You can assign a business unit to a voucher, invoice, fixed asset, and so forth, for responsibility reporting. The system provides reports of open accounts payable and accounts receivable by business unit, for example, to track equipment by responsible department. Business unit security can prevent you from running inquiries on business units for which you have no authority.
Covered | Enter a value from UDC 41/9 to identify the general ledger offset to use when the system is searching for the account to which it posts the covered portion (by warranty or contract) of the accounting transaction. If you do not want to specify a general ledger offset, you can enter four asterisks (****) in this field or you can leave the field blank. If you leave the field blank, the system uses the general ledger offset from Oracle's JD Edwards EnterpriseOne Inventory system.
Non-Covered | Enter a value from UDC 41/9 to identify the general ledger offset to use when the system is searching for the account to which it posts the non-covered portion of the accounting transaction. If you do not want to specify a general ledger offset, you can enter four asterisks (****) in this field or you can leave the field blank. If you leave the field blank, the system uses the general ledger offset from the JD Edwards EnterpriseOne Inventory system.
Partner | Enter the partner number. A partner can be a third-party that you attach to a case. For example, a partner might be a company that you use to resolve a case. See Managing Partners.

Category Codes

Access the Category Codes form. Select the Category Codes tab.

Case Category Codes and Equipment Category Codes | Review and enter category codes for cases or equipment. Complete the category code fields, as necessary.

### Entering Billing Information for a Case

This section lists a prerequisite and discusses how to enter billing information.

#### Prerequisite

Before you complete the tasks in this section, you must complete the tasks required for setting up billing for cases.

See Understanding Case Management Billing.

#### Form Used to Enter Billing Information for a Case

Form Name | FormID | Navigation | Usage
Billing Information | W90CG501B | Daily Support Processing (G90CE01), Case Entry Select the customer on the Work With Case Management form, and click Select From Case Entry, click the Billing link. | Enter billing information for a case.

#### Entering Billing Information

Access the Billing Information form.

Note. If you are running an inquiry on a case that you have already billed, some of the fields in this task might be disabled.
The system displays the Billing Information form only if you activated the Bill for Cases processing option on the Process tab for the Case Update program (P90CG501).

Customer Info

Bill To Number and Send Invoice To Number | Enter the Address Book number for the bill-to address or the send-to invoice address. If you enter a value other than the Address Book number—such as the long address or tax ID—you must precede it with the special character that is defined in the Address Book constants. When the system locates the record, it returns the Address Book number in this field. For example, if the Address Book number 4100 (total solutions) has a long address TOTAL and an asterisk (*) distinguishes it from other entries (as defined in the Address Book constants), you might type *TOTAL into the field, and the system would return 4100.
PO Number | Enter an alphanumeric value used as a cross-reference or secondary reference number. Typically, this is the customer number, supplier number, or job number.
Payment Terms | Specify the terms of payment, including the percentage of discount available if the invoice is paid by the discount due date. Use a blank code to indicate the most frequently-used payment term. You define each type of payment term on the Payment Terms Revisions form. Examples of payment terms include: Blank: Net 15. 001: 1/10 net 30. 002: 2/10 net 30. 003: Due on the 10th day of every month. 006: Due upon receipt. This code prints on customer invoices.
Payment Instrument | Enter a value from UDC 00/PY to specify how payments are made by the customer. For example: C: Check D: Draft T: Electronic funds transfer
Responsible Business Unit | Enter the entity within the business for which you want to track costs; for example, a warehouse location, job, project, work center, or branch/plant. This field is alphanumeric. You can assign a business unit to a voucher, invoice, fixed asset, and so forth, for responsibility reporting. The system provides reports of open accounts payable and accounts receivable by business unit, for example, to track equipment by responsible department. Business unit security can prevent you from running inquiries on business units for which you have no authority.

Pricing Info

Select the Pricing Info (pricing information) tab.

Flat Rate and Time And Material | Enter a value that specifies whether a type of service is priced based on a flat rate or based on actual time and materials. Values are: Blank: A blank value is only valid when defining the method of pricing for a service provider. It is used to indicate that the service provider is an internal service provider and is not paid. F: Charges for labor are based on a flat rate. Charges for parts are already included in the flat rate. T: Charges for labor are based on actual labor hours. Charges for parts are based on actual parts used.
Cost Type | Designate each element of cost for an item. Examples of the cost object types are: A1: Purchased raw material. B1: Direct labor routing roll-up. B2: Setup labor routing roll-up. C1: Variable burden routing roll-up. C2: Fixed burden routing roll-up. Dx: Outside operation routing roll-up. Xx: Extra add-ons, such as electricity and water. The optional add-on computations usually operate with the type Xx (extra add-ons). This cost structure can use an unlimited number of cost components to calculate alternative cost roll-ups. The system then associates these cost components with one of six user-defined summary cost buckets.
Adjustment Schedule | Enter a value from UDC 40/AS to identify the price and adjustment schedule. A price and adjustment schedule contains adjustment types for which a customer or an item might be eligible. The system applies the adjustments in the sequence that you specify in the schedule. You link customers to a price and adjustment schedule through customer billing instructions. When you enter a case, the system copies the schedule attached to the sold-to address into the order. You can override this schedule at the header level.
Price Effective Date | Enter the price effective date. The system uses the Price Effective Date field to determine the base price and all advanced pricing adjustments. The value loaded in this field is stored in the F4009 table.
Pricing Units | Enter the amount billed for a case. Depending on the type of charge calculated (the bill item rate basis), the value in this field multiplied by the billing rate produces the gross charge amount.
Pricing Unit of Measure | Enter a value from UDC 00/UM to specify the unit of measure for an amount or quantity. For example, it can represent a barrel, box, cubic meter, liter, hour, and so forth.
Taxable | Select this check box if the case is taxable. The system enters default values in the Tax Explanation Code field and the Tax Rate/Area field.

Billing Amounts

Select the Billing Amounts tab.

Currency | Identify the transaction currency.
Exchange Rate | Enter the number that a foreign currency amount is multiplied by or divided by to calculate a domestic currency amount. The number in this field can have a maximum of seven decimal positions. If more are entered, the system adjusts to the nearest seven decimal positions.
Foreign | Displays amounts in the domestic or foreign currency. Select this field to have the system display amounts in the foreign currency. Clear this field to have the system display amounts in the domestic currency.
Minimum Amount | Enter the minimum monetary amount to charge the customer. If the billable amount is less than the minimum amount, the system charges the customer for the minimum amount instead of the billable amount. This monetary amount is expressed in the currency of the company.
Flat Rate Amount | Enter the monetary amount charged to the customer regardless of how many hours are spent or how many parts are used in performing the service. The monetary amount is expressed in the currency that is set up for the company initiating the transaction. The system retrieves the flat rate amount from the Advanced Pricing application. You can override this amount. If you override the amount and later need to retrieve the original default price from the Advanced Pricing application, select Reprice Flat Rate from the Form menu. Review the billable amount. If you entered a minimum amount and a flat rate amount, the system uses the greater of the two values as the billable amount.
Discount Percent | Select this check box to indicate that this case is subject to a discount. If you use the discount percentage, the system calculates the discount based on a percentage of the billable amount.
Discount Amount | Enter the amount of the discount available, as opposed to the amount of the discount actually taken. The discount calculated is based on the invoice amount rather than the revenue amount.
Total Taxable Amount , Tax , and Total Billable Amount | Review the amounts in these fields. The system calculates the tax amount by using the tax rate area and the tax explanation code from the Pricing Info tab. The total billable amount is the sum of the Total Taxable Amount and the Tax fields.
Billable | Select this check box. Note. The Billable check box must be selected to generate an entry successfully when you run the Case Workfile Generation program (R17675).

### Working with Solutions

This section provides an overview of solutions, lists a prerequisite and common fields used in this section, and discusses how to:

- Assign solutions to a case.

- Send solutions.

- Review frequently used solutions.

- Search for solutions to a case.

Note. Solution Advisor is an additional application that can be used with cases.

#### Understanding Solutions

When you enter or review a case, you can access and assign solutions by using the Solutions tab in the Case Revisions program. The Solutions application enables you to:

- Review the attempted solutions.

- Review the frequently-used solutions.

- Search for solutions.

- Send solutions to a customer through email.

- Create a new solution that can be added to the solution repository.

Resolution Statuses

When you assign a solution to a case, it can have one of these statuses:

- IC (in consideration): You have not suggested this solution. The solution appears in the list of attempted solutions and is available when you're ready to try it.

- FR (failed resolution): The caller or technician attempted the solution, but the solution did not solve the problem.

- SR (successful resolution): The solution solved the problem. You can associate this status with only one solution listed in the Attempted Solutions grid for the selected case.

- WC (waiting on customer): You have suggested this solution, but you don't know whether the solution worked.

- WD (withdrawn): The solution should not be associated with the case and is not presented to the caller.

Resolution Process

You use Solution Advisor to search for resolutions to cases. You can search for solutions, cases, work orders, and scripts to find possible case resolutions. You access the basic and advanced search fields from the Solution tab on the Manage Case form. When you search for cases, solutions, work orders and scripts, the Solution Advisor returns results that match the search criteria. The system displays the relevancy value of each search result. Typically, search results with the highest relevancy provide the most valuable information, as they most closely match the search criteria that you enter. You can perform these searches with Solution Advisor:

- Case sensitive searches.

  To ensure that the system returns results that include the text and case that you enter in the search criteria, you can select the Case Sensitive option when performing a search.

- Similar word searches.

  To view results that include words that are similar to the search criteria, you can select the Include Similar Words option when performing a search.

- Wildcard searches.

  You can use asterisks (*) as wildcards when searching for solutions. For example, to search for cases that are related to items R500, R500A and R5001, you can enter R500* in the search criteria.

- Media object text searches.

  You can search the text in the notes that are attached to cases and solutions. Notes are attached to cases and solutions as media objects.

Note. Resolutions do not change the status of the case. After you assign a successful solution for a case, the case status is updated to 999 (complete or closed). You must reopen the case by updating the Case Status field on the Case Update form before you can change the solution status.

This graphic illustrates the solution search and resolution process for cases:

Solution search process to resolve cases

#### Prerequisites

Before you can search for and assign solutions to cases, a solution administrator needs to:

- Set up Solution Advisor.

- Define solution libraries.

- Define solutions.

- Specify in the S/WM (Service and Warranty Management) System Constants (P17001) for cases to use Solution Advisor.

See Also

Setting Up Solution Advisor

#### Common Fields Used in This Section

Display | Select the number of records that are displayed. The system searches only until it reaches that amount. For example, if you select 25 rows, the system searches until it finds the first 25 records that match the search criteria determined in the Search Solution fields. Click Search to display the results. When a user searches more than one search object (for example, cases and solutions) the selected number of display records for each object are added together to define the upper limit of the search result set.
ID | Click the ID link to review or execute a record included in the search result set. For example, if solutions appear on the Frequently Used form, you can click the ID link to view the details of the Solution record. On the Advanced Search form, you can click the ID of a result set record to view the details of solutions, work orders, and cases. If you search for scripts, you can execute a script by clicking the script ID.
Select | Select a solution from the Attempted Solutions form to send the solution to the customer through email. You can select up to five solution records at a time. When you assign solutions to the case from the Frequently Used, and Search forms, those solutions appear in the Attempted Solutions grid on the Attempted Solutions form.
Solution ID | Enter the unique identification number assigned to the solution in the Solutions program. On the Attempted Solutions form, you must enter a solution ID and then click the Assign Solution button to assign the solution to the case.
Solution Summary | Enter solution summary information in this field to search for possible solutions. You define this field when you set up solutions to enable searches.

#### Form Used to Work with Solutions

Form Name | FormID | Navigation | Usage
Manage Case | W90CG501J | Daily Support Processing (G90CE01), Case Entry Search for and select the case. | Review case information.

#### Assigning Solutions to a Case

Access the Manage Case form. Select the Solutions tab.

Use this form to view solutions that have been assigned to the cases and access the email application that enables users to send solutions to customers. You can assign solutions from the Search, Frequently Used, and Create New forms; however, you must always return to the Attempted Solutions form to view the list of solutions that you have associated with the case and to send selected solutions to the customer.

Resolution Status | Enter SR (successful resolution) in the Status field of an attempted solution record; the system populates this field. The value appears by default from the Status field of the updated solution record in the Attempted Solutions grid.
Resolution Summary | Enter SR (successful resolution) in the Status field of an attempted solution record; the system populates this field. The value appears by default from the Solution Summary field of the updated solution record in the Attempted Solutions grid.
Resolution Detail | Enter SR (successful resolution) in the Status field of an attempted solution record; the system populates this field. The value appears by default from the Details field of the updated solution record in the Attempted Solution grid.
Status | Select a solution status from UDC 90CE/AS. When solutions initially appear on this list, they have a status of IC (in consideration). To specify that a solution has resolved the case, enter SR (successful resolution) in the Status field of the appropriate attempted solution record. When you enter SR, the system updates the Resolution Status, Resolution Summary, and Resolution Detail fields. After you assign a solution with a status SR, you cannot change the status of other solutions. If you determine that a solution does not resolve a case after you have assigned it a status SR, reopen the case, click Resolution Failed and the system returns the solution to the Records area of the form with a status FR (failed resolution). You can then assign another solution to the case and edit the status of other solutions, including the solution that you marked as a failed resolution. Note. After you assign a successful solution for a case, the case status is updated to 999 (complete or closed). You must reopen the case by updating the Case Status field on the Case Update form before you can change the solution status.

#### Sending Solutions

Access the Email form by selecting up to five attempted solutions and clicking the Email Selected Solution(s) button.

You can send solutions to distribution lists or individuals that are set up in the system, or you can add external email addresses to forward solutions to additional contacts. To display the Email form, you must select solutions and click Email Select Solution(s) on the Attempted Solutions form.

When you assign solutions to the case, you must first click Save Changes to display the Email Select Solution(s) button. The email address of the contact listed on the case appears by default in the External Address grid of the Email application.

Detail

Create activity for contacts | Select this field to create an activity in the Activities program for the contact. See Entering Activities for a Case.
Body | Enter additional text or edit default text. The email message consists of this text.
Email Group Lists | Select a group. If you have set up email distribution lists, click Add Email Group to search and to select additional groups that receive the details of the selected solution records.
Person List | Select the individuals who receive the solution. If individuals are set up in the system, click Add Person to search for and select individuals.
External Email | Enter additional email addresses to forward solutions to individuals not listed in the Person or Group lists. The email address for the case contact appears by default.

See Using Email and Mail Merge.

#### Reviewing Frequently Used Solutions

Access the Frequently Used form. Click the Frequently Used link on the Solutions tab.

Use this form to search for solutions associated with an item. If you complete the Inventory Item Number field on the Case Entry form, the Frequently Used form displays the list of solutions that have solved cases or work orders associated with the same item number as the current case record. The solutions listed on this form are sorted in descending order based on the total number of cases and work orders that the solution has solved.

If no results appear on this form, you cannot search for additional solutions; however, you can use the Query By Example (QBE) line to narrow the results if the item is associated with numerous solutions.

Solved Count | Enter a number to search for a specific solved count. This field records how many cases and work orders the solution has solved.

#### Searching for Solutions to a Case

Access the Manage Case form. Click the Search link on the Solutions tab.

You can conduct basic and advanced searches. When you click the Search link, the default form, the Basic Search form, appears.

Basic Search

Search Solution | Select criteria to conduct the search and then enter text to search for the solution. This field searches the Solution Summary, Solution Details, and Symptoms Description fields.
Case Sensitive | Select this option if you want the system to display results whose text and case match the search criteria.
Include Similar Words | Select this option if you want the system to return results that include words that are similar to the search criteria.
Relevancy | Review the value in this field to determine which solution best matches the search criteria. The system displays relevancy values in whole numbers from zero to 100. Typically, the results with the highest relevancy value are most valuable.

Advanced Search

Access the Advanced Search form. Click the Advanced Search link.

Select the area of the form to activate the search fields. You can search by multiple items. For example, select Case and Solution to search using both areas. You must conduct the search in one transaction. You cannot conduct a search on solutions and then conduct a search on cases to have the system combine the results.

Each area of the form searches by using AND logic.

Item | Enter an item number in the applicable area to search for solutions, scripts, cases, or work orders associated to the item.
Library | Enter a solution library. When you set up solutions, you can add a level of organization to solutions by creating libraries to group solutions.
Record Description | Review the type of record. This field specifies whether the result is a case, work order, solution, or script. You can assign solutions to cases only; however you can access work order, case, or script records through the ID field to determine the solution. With this field, you can search for and run a script. If you run a script, the Related Actions tab records a script instance for the script.
Case Notes | Enter text in this field if you want the system to search text media objects that are attached to cases. For example, if you want to search for cases that contain the word bicycle in the attached media object, enter bicycle in this field.
Solution Notes | Enter text in this field if you want the system to search text media objects that are attached to solutions. For example, if you want to search for solutions that contain the word bicycle in the attached media object, enter bicycle in this field.

See Also

Entering Basic Case Information

Setting Up and Managing Scripts

Entering and Reviewing Related Actions

Managing Work Orders

Setting Up Solution Advisor

### Entering Activities for a Case

This section provides an overview of activities and discusses how to enter activities for a case.

#### Understanding Case Activities

Often, an agent must assign issues to other team members in order to resolve a customer's problem. Activities track case-related actions, such as meetings, tasks, and to-dos. Activities appear on the calendar control, enabling users to manage their daily activities. To manage cases, add activities (such as messages or calendar items) to a case through the Case Activities program, which you access on a tab off the Case Revisions form.

See Also

Using Foundation Calendar

#### Forms Used to Enter Activities for a Case

Form Name | FormID | Navigation | Usage
Manage Case | W90CG501J | Daily Support Processing (G90CE01), Case Entry Locate and select the case on the Work With Case Management form and click Select. | Review case information.
Manage Activities | W90CG510B | Select the Activities tab on the Manage Case form. Alternatively, select Daily Support Processing (G90CE01), Activity. | Review case activities.
Add Activity | W01301B | Click Add Activity on the Manage Activities form. | Add case activities.

### Entering and Reviewing Related Actions

This section provides an overview of related actions and discusses the forms used to relate actions to a case.

#### Understanding Related Actions

You can attach these objects to a case:

- Equipment work order

- Sales order

- Lead

- Quote

- Script

- RMA

- Service Work order

Use the Related Actions program (P90CG503) to create and associate objects, such as sales orders, quotes, service work orders, equipment work orders, leads, scripts, and RMA to a case. You can then access the revision forms for these related actions through links on the form. These associations to the case are in the F90CG503 table, which records the case or work order number, association type, lead ID, RMA number, and script ID.

Relating a Script to a Case

If the organization uses scripting, you use the Script Runtime program (P90CF180) to guide you through a case solution. A script is a predefined set of questions or statements that are joined in a specific order and used to gather information from respondents. You can use branch scripts or linear scripts to find a solution to an active case.

If you use branch scripts, the system displays different questions based on the answers provided by the respondent. Linear scripts present the same questions and responses to each respondent, regardless of the answers to previous questions. Scripts enable you to find the proper solution for a case.

You can access scripts by using either the Related Actions tab or the Solutions tab.

See Also

Working with Solutions

Setting Up and Managing Scripts

#### Forms Used to Relate Actions to a Case

Form Name | FormID | Navigation | Usage
Manage Case | W90CG501J | Daily Support Processing (G90CE01), Case Entry Locate and select the case on the Work With Case form and click Select. | Review case information.
CRM Case Related Actions | W90CG503B | Click the Related Actions link on the Manage Case form. | Enter related actions, such as equipment work orders, service work orders, sales orders, leads, quotes, RMAs, and scripts.

See Also

Setting Up and Managing Scripts

Working with Solutions

Entering Sales Orders

Generating Returned Material Authorization

Managing Work Orders

Processing Work Orders

### Entering Comments (Attachments)

This section provides an overview of comments and lists the forms used to enter comments.

#### Understanding Comments

Use the Attachments form to enter case comments. On this form, you can specify whether comments are external comments (which are visible to both the customer and the organization) or internal comments (which are visible only within the organization). You can then define customer reports that include only external comments.

#### Form Used to Enter Comments

Form Name | FormID | Navigation | Usage
Case External Attachment | W90CG509A | Daily Support Processing (G90CE01), Case Entry Locate and select the case on the Work With Case form and click Select. Click the Attachments link on the Manage Case form. | Enter internal and external comments for the case by using the Attachments tab.

### Creating Tasks

This section provides an overview of tasks and discusses how to create a task.

#### Understanding Tasks

A task is an action that is related to a case. You can add multiple tasks to the same case. You can also add an attachment to a task to enter detailed information. When you complete a task, you need to close it. The task and the case are separate; you can close one without closing the other. For example, you can complete a task but keep the case open.

You cannot assign the same case to multiple users. However, you can assign the associated tasks to multiple people and assign case ownership to one person. You can assign tasks as needed to other users who assist in resolving the case.

#### Forms Used to Create Tasks

Form Name | FormID | Navigation | Usage
Work With Tasks | W17504A | Daily Support Processing (G90CE01), Case Entry Locate and select the case on the Work With Case form and select Work With Tasks from the Row menu or select the folder button. | Work with case tasks.
Task Revisions | W17504B | Click Add on the Work With Tasks form. | Set up and assign tasks to associate with the case. Note. You can also attach a task to a case; on the Manage Case form, click the Related Links link.

#### Creating a Task

Access the Task Revisions form.

Case Number | Enter the case number. The Problem, Customer, and Call From field values appear by default from the case.
Description | Enter a value from UDC 17/TN to specify the task.
Provider Group | Enter the provider group number to assign the task to a provider group.
Assignee | Enter the Address Book number to assign the task to an assignee. If you click the visual assist, the Distribution List form appears, and you can select a distribution list; you cannot search for individual Address Book records.

### Using the Case History Form

This section provides an overview of case history and lists the forms used to access case history.

#### Understanding Case History

Access the Case History form to review case information changes such as caller, assignee, provider group, and so forth. From the Work With Case History Form menu, you can access failure analysis information associated with the case, work center, and CTI.

#### Forms Used to Access Case History

Form Name | FormID | Navigation | Usage
Work With Case History | W17500A | Daily Support Processing (G90CE01), Case Entry Search for and select a case. | Review case information. Click the History link to review case history.
Work Center | W012503F | Select Work Center from the Form menu on the Work With Case History form. | Review work center information.
Work With Failure Analysis | W17766C | Select Failure Analysis from the Form menu on the Work With Case History form. | Review failure analysis information. See Working with Failure Analysis.
CTI Interface | W00094B | Select CTI from the Form menu on the Work With Case History form. | Review CTI information. See Working with Computer Telephony Integration (CTI).

### Using Related Links

This section provides an overview of related links and lists the forms used to access related links.

#### Understanding Related Links

By clicking the Related Links link on the Case Entry program, you can specify each part of a case that you want to review. You can access multiple contact, customer, supplier, employee, item, equipment, and contracts programs by clicking this link.

#### Form Used to Access Related Links

Form Name | FormID | Navigation | Usage
Manage Case | W90CG501J | Daily Support Processing (G90CE01), Case Entry Search for and select the case. | Review case information. Click the Related Links link and then select the application that you want to access.