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.

settings

   * option to turn off the need to authorise cases
   <add key="IgnoreCentralSupport" value="N"/>
   * Name of the field to be used for the authorisation
   case_authorised should be a selection Y/N codes
   <add key="CaseAuthorisedFieldName" value="case_authorised"/>
   <add key="CaseAuthorisedFieldName" value="case_authorised"/>
   <add key="CaseAuthorisedYes" value="Y"/>
   <add key="CaseAuthorisedNo" value="N"/>
   * Name of the field to be used for the authorisation escalation 
   <add key="CaseAuthorisedFieldNameEsc" value="case_authorisedEsc"/>

For more details on Escalations see http://customer365.crmtogether.com/index.php?title=Escalations

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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"/>

   <add key="use_default_case_secterr" value="Y"/>
   <add key="case_secterr" value="-1719701254"/>

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