Configuring your General Case Settings

To edit your general case settings, click the Settings tab, and then click the General Case Settings link.

  • Case Number Format - Trackops allows you to change the way your case number looks through the use of special variables.  Read more on how to customize the case number.
  • Next Case Series Number - By default, Trackops will start at case number 1, and increment from there on out.  If you would like to start at a higher number than 1, simply enter a new starting number.  This will not affect existing cases, only new cases created from here on out.
  • Recent Case Count - The number of cases you wish to display in the "Recent Cases" list.   
  • Case Request Instructions - The text to be displayed when a customer enters a Public case request.  When someone who is not logged in creates a case request, these instructions/notes will be displayed at the top of the screen.
  • Case Request Number Format - Similar to the case number format, the case request number format can be configured through the use of variables.  Read more about case requests.
  • Next Case Request Series Number - Just like case numbers, the system defaults the first case request to #1, and increments from there forward.  You can adjust this number to start at a higher number by entering in the next (higher) number here.  This will only affect new case requests going forward; existing case requests will not be affected.
  • Public Case Request Access Group - Users (who are not authenticated) who submit cases from your public case request form, can upload file attachments with their case request.  The system needs to know which access group supporting files should be added into.   Choose the appropriate access group, preferably a group that client user roles have access to.
  • Default to Include Attachments - By default, Trackops provides secure expiring download links to case update attachments inside update emails.  Secure download links are the most secure way to provide quick access to files, and is the recommended approach.  However, if you require your files to be attached to the emails in traditional fashion, you can enable this feature.  Please note, files that are too large will not be able to be attached directly to emails, regardless of this setting.
  • Default Update Paste Mode - By default, Trackops will paste content into case updates as Plain Text, meaning it will strip out text formatting like bold, italics, etc... For times when you want to paste content and preserve formatting there is a button on the update toolbar that will allow you to disable plain text mode.  You can reverse this setting by enabling Rich Text as the default update paste mode.  When enabled, content will preserve formatting and the toolbar button can be used to revert back to plain text mode when applicable.
  • Inbound Email Update Replies - When turned on, any replies to your case updates will automatically be captured by the system and entered as case updates.  This ensures that all communication is relayed through a central interface and nothing is lost.   Read more about Inbound Case Update Email Handling to get a full explanation of how this feature works.
  • Inbound Email Catch-All - This setting only comes into play when update replies (see above) are enabled.  When the system cannot process inbound emails, for example it cannot recognize this author of the update (e.g. the email was forwarded to a 3rd party, and that person replied), the system must redirect the email to another user for evaluation.  This setting allows you to configure who will receive these email replies.  If you do not wish to receive unauthorized inbound emails, set the catch-all to Nobody.
  • Image Attachment Style - If you've selected to physically attach files to emails, you can optionally determine how images are sent via email. By default, images are attached as regular attachments, however you have the capability to embed the images directly into the email itself, preventing the user from having to click the attachment to view the image.  It's important to note that some email systems do not allow embedded images and may strip them from the body, reformat the email, or even mark your message as spam. Please make sure your clients can receive these types of emails before configuring this setting.
  • Default Physical Attachments - Configures the default option of sending case updates as physical attachments, provided they are small enough.  The option to enable or disable physical file attachments can be toggled on or off while sending a case update.
    • The system has a cumulative limit of 20MB for outgoing email attachments.  If the size of the attached files is too large, direct download links will be automatically provided instead of physical file attachments.
    • You should disable this setting if normally prefer to send direct download links to your customers, not actual file attachments.
  • File Download Expiration (Hours) - For security purposes, direct file download links will expire after a certain amount of hours.  If a download link expires, you will have to re-send the update for a fresh link to be generated.  It is best practice to keep this setting to a low number of hours, if possible.
  • Public Case Request Access Group - When your clients upload supporting documents and images through the public case request form, they will be placed in the selected access group.
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