Create Case

Explanation

This activity is used to create a case by any organizational user. A case is being used to report internal issues as well as external issues regarding any customer related business object that may or may not be included in a support agreement. It is possible to attach/detach documents to the case. Finally the case is either queued to a call center queue or directly dispatch to a respective person.

Prerequisites

Severity, priority, category, case type and the case focus must have been entered in the Case Basic Data window. A customer must have been defined in Enterprise/Customer. To create a case through a case issue, a case issue must exist in the Case Basic Data/Case Issue tab.

System Effects

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

Related Window Descriptions

Create Case

Procedure

Use the following procedure to create a new case to the call center.

Using Case option,

Open the Aurena > Call Center Lobby Page.
Select Create Case element and click on it.
Select Case, create case option
Select the Customer, select the Caller.
Select a related Business Object Type and the respective Business Object. This is optional.
Select the appropriate Support Key if necessary.
Select the relevant Case Category.
Leave the Title & Description filled up by the Case Category or modify them as required. Possible to Finish the assistant in this step if required.
Change the Contact Information if necessary.
Select the Queue to dispatch the case and an Assignee if needed.
Finish the assistant.

Using Case Issue option,

Open the Aurena > Call Center Lobby Page.
Select Create Case element and click on it.
Select Case Issue, create case option.
Select the appropriate Case Issue for the case.
Select the Customer.
Select the Caller and appropriate Support Key if necessary.
Leave the Title & Description filled up by the Case Issue or modify them as required. Possible to Finish the assistant in this step if required.
Change the Contact Information if necessary.
Finish the assistant.