The case registration starts when the customer reports a problem or makes a request for a service.
There are three different methods for registering new cases. The most common and easy way is the creation of cases via the New Case Issue dialog box. The New Case Issue dialog box makes it possible to create cases by using predefined case issues. The user only has to enter a suitable title and description for the case and select a case issue which provides the values for the other details of the case.
When you are creating the case using the New Case Assistant, you need to enter all the mandatory information such as contact information, business object, case classification and case description. During the creation of the case you can search for a possible resolution or additional information for the case. If you find the resolution it can be entered here.
When you create the case using the Case window, you need to enter the mandatory information about the specific case such as customer identity. After this information is entered the status of the case is set to New. At this stage you can enter the complementary information for the case such as case description, business objects, contacts and customer information. This information will help you to handle the particular case in the proper way.
When creating the case it's possible to access the customer information such as valid support agreements and customer agreements.
After you changed the status of the case to Open,
the case could be verified.
If
necessary, complementary information can be entered at this stage.
In order to start the handling case process, the case needs to be accepted by an assignee and then the case must be investigated. If a solution is found for the case, any existing case tasks must be closed and a resolution for the case must be entered. If a solution for the problem is not found one or several case tasks can be created. It is also possible to create a handover reference from a case task to handle IFS Application processes i.e., for example, create a service order, customer order, return material authorization, project activity, change request or shop order. If you choose to not make the handover reference then you can dispatch the case task to a appropriate support queue.
After the case task has been dispatched and accepted from the support queue by an assignee, the case task should be investigated. If a solution is found for the problem then the case task resolution can be entered. Also when the work on the case task is finished, it is set to Completed status. If a handover reference has been created to a service order, customer order, return material authorization, project activity, change request or shop order, the case task is automatically set to Completed as the handover reference is also completed.
It is important to be able to find a suitable resolution to a problem as quickly and easily as possible. If a solution is found for the case, any existing case tasks are to be closed and a resolution for the case should be entered.