Create Case

Explanation

This activity is used to create a new case. The cases are automatically dispatched and will receive the Queued status if a default queue has been selected for the organization, or the relevant data is defined in the business object queue or in the case issue dispatch fields. If not, the created case receives the New status. After the required information such as the customer ID is entered, you can add some complementary information that will help you to handle this particular case. When a case is created using a predefined support key of a customer, if configured in the Support Key window, a dialog box may open so that you may select business objects connected to the support key. If an escalation rule exists to automatically dispatch the case, it will be dispatched and the Dispatch Case dialog box may open if the Open Dispatch Dialog check box is selected in the Insert Dispatch dialog box.

Prerequisites

• Severity, priority, category, case type, case completion, and the case focus must have been entered in the Case Basic Data window.
• A customer must have been defined in Enterprise/Customer 
• If you want the case to be automatically queued, a support organization and default support queue for that organization must have been defined in the Basic Data/Support Organization Basic Data window.
• To create a case through a logical unit, a case issue with a name that is identical to a logical unit must exist in the Case Basic Data/Case Issue tab. For example, CustomerOrder, SalesPart, ActiveSeparate (Customer Order window, Sales Part window, Prepare Work Order window, etc).
• To create a case from the Attachment Panel, the Case service should be enabled for the logical unit.

System Effects

As a result of this activity, a new case will be created.

Window

Case
New Case Assistant
New Case Issue

Related Window Descriptions

Case
Business Object by Support Key

Procedure

1. Open the Case window.
2. Click New. The case type, category, completion, case priority, case severity, focus, and focus date are displayed. The default values are automatically displayed at new entry. You can change the values if necessary. Use the List of Values to select a suitable value. 
3. In the Customer No field, enter the name of the customer.
4. Save the record.
5. If the Business Object by Support Key dialog box opens, if necessary, select suitable business objects and click OK.
6. If the Dispatch Case dialog box opens, fill the necessary dispatch information and click OK or Cancel.

To create a case using an existing connection to a logical unit:

1. Open the main window (Customer Order window, Sales Part window, Prepare Work Order window, etc) of the logical unit.
2. Click the Attachments tab in the context pane.
3. Click the Case link.
4. In the Case window, click New to create a new case.
5. Update the Case Title and Case Description fields and click Finish.
6. If the Enter Customer dialog box opens, fill the necessary information and click OK.