Log New Case1
Click on the menu option Cases, then "+" sign and complete the fields as appropriate
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.
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"/>
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" />
The create/save button position can be controlled via the setting "logcase_btnposition"
options are
- bottom
- right -default
<add key="logcase_btnposition" value="bottom"/>
