Log New Case1

From Customer365 for SageCRM

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" />



There is way to display an extra text when new case is being created based on company fields.

To do this, add "js/customscriptname.js" to "CustomScript" setting in web.config file.

<add key="CustomScript" value="js/customscriptname.js" />
Code in "customscriptname.js":
1.  $(document).ready(function () {
2.    var textField = $('#_Captcase_casefee');// field where message will be displayed
3.    if (comp_type == 'Customer') {
4.            textField.text("*Some custom note here");
5.            textField.css({ 'color': '#FFA500', 'font-weight': 'bold' });
6.            $('#case_casefee').hide();
7.        } else {
8.            textField.hide();
9.            $('#case_casefee').hide();
10.        }
11. });

For example, it was precoded that above text is displayed to Companies whose type (comp_type) is "Customer"

If, for example, message needs to be displayed only to particular companies based on type and territory, change line 3 in above example to:

3.  if (comp_type == 'Customer' && comp_territory == 'Europe') {

These fields also needs to be added in web.comfig file.

<add key="CompanyOutputfields" value="comp_type, comp_territory " />



Emails when a case is created.

Outside of customising Sage CRM's escalations you can configure settings in the system to send emails when a case is created

To do this the setting

 UseEmail

must be = Y EG

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

Your setting

 CreateTrackingNoteNotification

EG

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

must also be Y

Finally you can specify which template in CRM you want to use with the setting

 CaseCreatedTemplate

EG

   <add key="CaseCreatedTemplate" value="ctCaseCreatedTemplate"/>

..where ctCaseCreatedTemplate is the name of an email template in CRM

An email is then sent to the email address of the case assigned user.



UseTeamEmail

This option allows you to have the case assigned users team emailed. Set to Y to enable.


Option to allow you to send an email on case create to a person. To turn on set

 SendMasterCaseOnCreateEmail=Y

SendMasterCaseOnCreateEmailAddresses should contain a comma delimited list of email addresses

   <add key="SendMasterCaseOnCreateEmail" value="Y"/>
   <add key="SendMasterCaseOnCreateEmailAddresses" value="someone@server.com"/>