Cases

This lists the cases/RMA's in the system

Click on a case link to open

View the case details

Portal users can create notes on the case (these are stored in case progress and as communications - the list below the case is from the caseprogress table)

 *the case progress data displayed can be filtered based on the "ProgressFilter" setting in the web.config file.

Optionally you can allow users to upload files also

This is controlled by the "AllowCaseFileUpload" option in the web.config file

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

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Case Authorisation

In some instances you may want to allow customers to log issues from multiple people but you may want to then authorise the fixing of issues or tasks. Within CRM the customer company's primary person is only allowed authorise a case.

web.config options are

   Name of the field to be used for the authorisation
   case_authorised should ve a selection Y/N codes

   <add key="CaseAuthorisedFieldName" value="case_authorised"/>
   <add key="CaseAuthorisedYes" value="Y"/>
   <add key="CaseAuthorisedNo" value="N"/>

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You can now set the case list to have a default order by using the otion

   <add key="caselist_defaultorderby" value="order by case_referenceid desc"/>

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   Option to hide the tracking notes area
   Set to Y to hide- default is N

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