Log New Case1

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

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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.

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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"/>

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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" />

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