Define Case Issue

Explanation

This activity is used to specify data related to case issues. This enables you to create a case by only entering a case title and description, while all the other details are defined here as basic data and the case retrieves these values. This simplifies the process of creating a case.

When you define a case issue you can define a case issue with a name that is identical to a logical unit. For example, CustomerOrder, SalesPart, ActiveSeparate, etc. This will make it possible to create cases through the Attachment Panel of the main window of that logical unit.

Prerequisites

• Category, severity, and priority must have been defined in the Case Basic Data window.
• To enter a value in the Work Group field, it must have been defined in the Support Organization Basic Data window.
• To enter a value in the Customer No. field, it must have been defined in the Customer window.
• To enter a value in the Support key field it must have been defined in the Support Key window.
• To enter values in the Project ID, Sub Project ID and Activity ID fields, they must have been defined for the particular customer or support key in the Support Agreement window.
• To enter a logical unit name as a case issue and create a connection between the case issue and logical unit, the component containing the logical unit should be installed in the database. 

System Effects

As a result of this activity, case issues will be available when entering a case through the New Case Issue dialog box.

Window

Case Basic Data

Related Window Descriptions

Case Basic Data
Case Basic Data/Case Issue

Procedure

1. Open the Case Basic Data window and click the Case Issue tab.
2. Create a new record. (F5)
3. Enter a value in the Name field.
4. Enter a value in the LOV Order field, indicating the order in which you want the case issue to appear in a List of Values.
5. Enter values in the Category, Severity and Priority fields. Use the List of Values to enter suitable values.
6. Enter either a value in the Support Key field or the Customer No field. Use the List of Values to enter suitable values. If you wish to allow any customer to be used with the particular case issue, enter wildcard value (%).
7. Optionally, you can enter values in the following fields:

• Enter a value in the Description field.
• Enter a value in the Work Group field. Use the List of Values to enter a suitable value.
• Enter a value in the Project ID field. Use the List of Values to enter a suitable value.
• Enter a value in the Sub Project ID field. Use the List of Values to enter a suitable value.
• Enter a value in the Activity ID field. Use the List of Values to enter a suitable value.

8. Save the record. (F12)