Fields

To use case management authorisation you need the following fields within the Cases entity

Field Name Type LookupValue (existing)

case_authorised - Selection - Yes/No

case_authorisedEsc - Selection - Yes/No

When a case is created by a non-company primary person the "case_authorised" and "case_authorisedEsc" values are set to "N" (No).

If created by a company primary person then the values are set to "Y" (Yes)

The "case_authorisedEsc" field is used to trigger the Escalation where you can control system messages and emails. See the Escalations section for details.

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Portal case settings

Within the web.config file you can specify to use the config defaults or not (if they are on the cases screen for example)

   <add key="use_default_case_source" value="Y"/>
   <add key="case_source" value="Web"/>

   <add key="use_default_case_status" value="Y"/>
   <add key="case_status" value="In Progress"/>
   
   <add key="use_default_case_stage" value="Y"/>
   <add key="case_stage" value="Logged"/>

   <add key="use_default_case_priority" value="Y"/>
   <add key="case_priority" value="Normal"/>

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