Case Details

From Portals

Open cases

Case1 list.png

Click on a case field to open

Case1 click.png

View the case details

Case1 detail.png

Portal users can add Messages and Recordings and add files.

Casedetail1 buttons.png

The tracking notes list screen is called "PortalTracking". Create this as a SCREEN against the caseprogress entity.

The communications list screen is called "PortalCommunicationList". Create this as a SCREEN against the communication entity.

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"/>

Case1 trackingnotes.png

(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.

Case1 fileuploads.png

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 "showSolutionsInCaseDetails" to "Y" in the web.config file to display suggested solutions that are linked to particular case.

<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.

Case1 suggestedsolutions.png

To see most recent communication list set "DisableCommunicationList" to "N"

<add key="DisableCommunicationList" value="N"/>

Cases Comm.png

To filter communications for your preferences update

 <add key="commQueryCase" value="select top 5 * from vcommunication where comm_caseid=#case_caseid# and comm_action in ('EmailIn','EmailOut') order by comm_datetime desc"/>

When displaying a list of files related to the case the following SQL can be added to a setting to filter


  <add key="FileListFilterCases" value="libr_filesize>80"/>

Default settings for files uploaded to CRM

  <add key="case_libr_type" value="EmailAttachment"/>
  <add key="case_libr_category" value="Support"/>
  <add key="case_libr_status" value="Final"/>

These set the libr_type, libr_category and libr_status fields values.