Case Details: Difference between revisions

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(Created page with "File:case1_list.png Click on a case field to open File:case1_click.png View the case details File:case1_detail.png ---- Portal users can create notes, reque...")
 
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Open cases
[[File:case1_list.png]]
[[File:case1_list.png]]


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Portal users can create notes, request case closure, add screenshots and add files by choosing files from directory of by dragging files in drag and drop box.  
Portal users can add Messages and Recordings and add files.  


[[File:casedetail1_buttons.png]]
[[File:casedetail1_buttons.png]]
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The tracking notes list screen is called "PortalTracking". Create this as a SCREEN against the caseprogress entity.
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The communications list screen is called "PortalCommunicationList". Create this as a SCREEN against the communication entity.


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     <add key="AllowedUploadTypes" value="doc,zip,docx,rtf,txt,jpg,jpeg,png"/>
     <add key="AllowedUploadTypes" value="doc,zip,docx,rtf,txt,jpg,jpeg,png"/>


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Set "AllowCaseFileUploadScreenShot" to "Y" in the web.config file for option to enable screenshot upload.
<add key="AllowCaseFileUploadScreenShot" value="Y"/>
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Set "AllowDragAndDrop" to "Y" in the web.config file for option to enable drag and drop.
<add key="AllowDragAndDrop" value="Y"/>


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[[File:Cases_Comm.png|700px]]
[[File:Cases_Comm.png|700px]]
To filter communications for your preferences update
  <add key="commQueryCase" value="select top 5 * from vcommunication where comm_caseid=#case_caseid# and comm_action in ('EmailIn','EmailOut') order by comm_datetime desc"/>
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When displaying a list of files related to the case the following SQL can be added to a setting to filter
EG
  <add key="FileListFilterCases" value="libr_filesize>80"/>


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Default settings for files uploaded to CRM
  <add key="case_libr_type" value="EmailAttachment"/>
  <add key="case_libr_category" value="Support"/>
  <add key="case_libr_status" value="Final"/>
These set the libr_type, libr_category and libr_status fields values.
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To implement the HTML acceptance in "case_problemnote" you must create a new field and set its name to be the
"CaseHTMLField" value
Example config
    <add key="CaseHTMLField" value="case_ct_problemnote_html" />
    <add key="CaseNonHTMLField" value="case_problemnote" />

Latest revision as of 14:55, 27 March 2024

Open cases

Click on a case field to open

View the case details


Portal users can add Messages and Recordings and add files.



The tracking notes list screen is called "PortalTracking". Create this as a SCREEN against the caseprogress entity.



The communications list screen is called "PortalCommunicationList". Create this as a SCREEN against the communication entity.


Set "DisableCaseNotes" to "N" in the web.config file for option to add case notes.

<add key="DisableCaseNotes" value="N"/>

Set "HideTrackingNotes" to "N" in the web.config file to see case progress and notes.

<add key="HideTrackingNotes" value="N"/>

(Notes stored in case progress and as communications - the list below is from the caseprogress table)

 *the case progress data displayed can be filtered based on the "ProgressFilter" setting in the web.config file.
 <add key="ProgressFilter" value="and case_progressnote is not null"/>

Set "ShowRequestClosure" to "Y" in the web.config file for option to request case closure.

<add key="ShowRequestClosure" value="Y"/>

Set "AllowCaseFileUpload" to "Y" in the web.config file to allow option for file upload and drag and drop option.

 <add key="AllowCaseFileUpload" value="Y"/>

By setting this value to "Y" Files upload are also displayed under case details.

Set the max file size. In bytes(1048576 = 1MB) , 5MB default, 0 for no limit

   <add key="MaxFileSize" value="5242880"/>

Filter for file types (comma seperated values)

   <add key="AllowedUploadTypes" value="doc,zip,docx,rtf,txt,jpg,jpeg,png"/>



Set "showSolutionsInCaseDetails" to "Y" in the web.config file to display suggested solutions that are linked to particular case.

<add key="showSolutionsInCaseDetails" value="Y"/>

To change how many solutions are displayed change value in "smallGridLenght" in web.config file.

<add key="smallGridLength" value="5"/>

To see solution press on solution field you want to see.


To see most recent communication list set "DisableCommunicationList" to "N"

<add key="DisableCommunicationList" value="N"/>

To filter communications for your preferences update

 <add key="commQueryCase" value="select top 5 * from vcommunication where comm_caseid=#case_caseid# and comm_action in ('EmailIn','EmailOut') order by comm_datetime desc"/>

When displaying a list of files related to the case the following SQL can be added to a setting to filter

EG

  <add key="FileListFilterCases" value="libr_filesize>80"/>



Default settings for files uploaded to CRM

  <add key="case_libr_type" value="EmailAttachment"/>
  <add key="case_libr_category" value="Support"/>
  <add key="case_libr_status" value="Final"/>

These set the libr_type, libr_category and libr_status fields values.


To implement the HTML acceptance in "case_problemnote" you must create a new field and set its name to be the "CaseHTMLField" value

Example config

   <add key="CaseHTMLField" value="case_ct_problemnote_html" />
   <add key="CaseNonHTMLField" value="case_problemnote" />