Cases1

From Customer365 for SageCRM
Revision as of 08:11, 29 July 2016 by Igors (talk | contribs)

This lists the cases/RMA's in the system

Click on a case field to open

View the case details

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.

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 "AllowCaseFileUploadScreenShot" to "Y" in the web.config file for option to enable screenshot upload. 

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

Set "AllowDragAndDrop" to "Y" in the web.config file for option to enable drag and drop. 

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

Set "showSolutionsInCaseDetails" to "Y" in the web.config file to display suggested solutions based on solution details field. To open solution, press on solution field. 

<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.

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"/>


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"/>

Option to filter the case file lists. There are 2 options in the system to do this 

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

Default is no extra filter -

Sample to only show files created by the portal user 

   <add key="FileListFilterCases" value="(libr_createdby is null or libr_createdby <1)"/>

With FileListSQL you can specify a full sql string 

  <add key="FileListSQLCases" value="select * from library where libr_private is null and libr_caseid=#libr_caseid# order by libr_filename asc"/>
  • If FileListSQLCases is set then the FileListFilterCases setting is ignored

Option to allow (company non-primary person) be case manager and view all company cases

To implement this you need to create a checkbox field on person (EG pers_ct_casemanager) and add this to the personboxlong screen. Once done update (or add) the web.config key as follows: 

   <add key="PersonCaseManagerField" value="pers_ct_casemanager"/>


Once you set a person to be a case manager they will see ALL company cases


Error..

failed in getThumnailImage=.....\Customer365\images\thumb\3-16-2015- 44122- PM.png ex:A generic error occurred in GDI+.failed in getThumnailImage=C:\Program Files (x86)\Sage\CRM\Customer365\images\thumb\3-30-2015- 35627- PM.png ex:A generic error occurred in GDI+.


To resolve this permissions on the "images\thumb\" folder need to be set for the IUSR (or whatever user IIS is using)


You can now search on your cases.

This option can be turned on/off

To turn off case search drop-down list set "HideCasesListFilter" to "Y" in web.config file. 

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

To turn off case search box set "CaseFilterSearchActive" to "Y" in web.config file. Case is being searched by case_referenceid and case_description . 

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

To configure how the search works edit the setting 

  <add key="CaseFilterSearch" value="and (case_referenceid like '%25#searchvalue#%25' or case_description like '%25#searchvalue#%25')"/>

Press "Clear" to clear search filters.

Large screen shots not saving

Issue is down to the size of the image and a limit in IIS

To adjust the limit do the following:

IIS7, IIS Admin & Click your CRM site and expand it then click the ASP icon.

Expand the Limits Properties icon, and change the value in the “Maximum Requesting Entity Body Limit” to a value larger than 200000.

Max value is 2147483647

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