Log New Case1

Click on the menu option Cases, then "+" sign and complete the fields as appropriate

---

When user types in Case Description, Suggested solutions are displayed based on this description.

To enable this option set "showSolutionsInLogCase" in web.config file to "Y"

<add key="showSolutionsInLogCase" 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.

---

New cases logged from the portal have their assigned user value set as the "pers_primaryuserid" but you can configure this option using the following parameters

   <add key="CaseAssignedUserField" value="pers_primaryuserid"/>
   <add key="UseCaseAssignedUserField" value="Y"/>

---

The Screen used is usually called "PortalNewCase" and the setting in the web.config is also called this. EG

 <add key="PortalNewCase" value="PortalNewCase"/>

---

Round robin assignment (new feature from Oct 14) The system can now be configured to assign cases on a round robin basis.

Setting UseRoundRobinCaseAssignement

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

Sql setting to get a list of active users to select case_assigneduserid from

   <add key="setAssignerUserSQL" value="select user_userid from activity left join users on acty_userid=user_userid  left join channel on chan_channelid=User_PrimaryChannelId where acty_logout is null and acty_logoutmethod is null and acty_createddate > (getdate()-1)  order by user_userid asc" />
  

Default user id to use (if no active users)

   <add key="setAssignerUserDefault" value="1" />

Default case team (channel) to be the company team/channel

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

---

There is way to display an extra text when new case is being created based on company fields.

To do this, add "js/customscriptname.js" to "CustomScript" setting in web.config file.

<add key="CustomScript" value="js/customscriptname.js" />

Code in "customscriptname.js":
1.  $(document).ready(function () {
2.    var textField = $('#_Captcase_casefee');// field where message will be displayed
3.    if (comp_type == 'Customer') {
4.            textField.text("*Some custom note here");
5.            textField.css({ 'color': '#FFA500', 'font-weight': 'bold' });
6.            $('#case_casefee').hide();
7.        } else {
8.            textField.hide();
9.            $('#case_casefee').hide();
10.        }
11. });

For example, it was precoded that above text is displayed to Companies whose type (comp_type) is "Customer"

If, for example, message needs to be displayed only to particular companies based on type and territory, change line 3 in above example to:

3.  if (comp_type == 'Customer' && comp_territory == 'Europe') {

These fields also needs to be added in web.comfig file.

<add key="CompanyOutputfields" value="comp_type, comp_territory " />

---

Emails when a case is created.

Outside of customising Sage CRM's escalations you can configure settings in the system to send emails when a case is created

To do this the setting

 UseEmail

must be = Y EG

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

Your setting

 CreateTrackingNoteNotification

EG

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

must also be Y

Finally you can specify which template in CRM you want to use with the setting

 CaseCreatedTemplate

EG

   <add key="CaseCreatedTemplate" value="ctCaseCreatedTemplate"/>

..where ctCaseCreatedTemplate is the name of an email template in CRM

An email is then sent to the email address of the case assigned user.

---

UseTeamEmail

This option allows you to have the case assigned users team emailed. Set to Y to enable.

---

Option to allow you to send an email on case create to a person. To turn on set

 SendMasterCaseOnCreateEmail=Y

SendMasterCaseOnCreateEmailAddresses should contain a comma delimited list of email addresses

   <add key="SendMasterCaseOnCreateEmail" value="Y"/>
   <add key="SendMasterCaseOnCreateEmailAddresses" value="someone@server.com"/>

---

To send an email to the client you would do the following:

1. Create a new field EG "case_newcaseesc" (make this a selection-values Y/N) 2. Create a new table script and updatet the "updaterecord" as follows

  function UpdateRecord(){
    var CaseRec=CRM.CreateQueryObj("SELECT * FROM Cases WITH (NOLOCK) WHERE case_referenceid like '0-%' and case_newcaseesc is null and " + WhereClause);
    CaseRec.SelectSQL();
    if (!CaseRec.eof)
    {
      Values("case_newcaseesc")="Y";
    }
  }

3. Create an escalation that fires the email etc

EG