Before creating a new case, it is a good idea to set up your case types, so that all the information you need to capture is available.
To create a new case, click the Cases tab, and then select New Case from the sub-menu.
Step 1: Client Information
The first step is to select the client, location, and contact that submitted the case. Every case must have all three pieces of information. If the client, location, and/or contact does not yet exist, you can create them on the fly by clicking the New Client, New Location, or New Contact buttons.
You must also select the case type you are creating. This is an important selection, because it determines what information shows up on the rest of the new case wizard, including the subjects, case services, case flags, etc... You cannot change the case type once the case has been created.
Finally, you can assign yourself to the case if you choose to do so, by selecting a capacity from the "Assign Myself As" selection.
Note: Limited access users will be forced to assign themselves to the case, because they cannot access the case without being assigned to it. Additionally, these users may or may not see the "Assign Myself As" selection, depending on what capacities they can be assigned to.
Click the Continue button to move to the next step.
Step 2: Case Details
Based on the type of case you selected on the previous screen, the information listed here will vary. You can configure what information is displayed on this step by setting up your case types.
Click the Save & Continue button to move to the next step. At this point, the case information will be captured in your system as an unsaved case. If for any reason, you or your client is unable to complete the case wizard, you can recover the partially entered case by going to the case list and filtering by "Unsaved Cases".
Step 3: Subject Information
The subject information step allows you to enter information about the primary subject on the case, as defined in the case type. If there are no subject types associated with the case type, the system will automatically skip this step. You can customize what information shows on this screen by customizing your subject types. Enter as much information as you have about the primary subject here. Don't worry, you can always come back and add more information later.
After you've entered your subject information, click the Save Subject and Continue button. If you don't want to enter a subject at this point, you can optionally optionally choose to Skip this Step. You will be able to enter another subject later if you choose to do so.
Step 4: Subject Summary
From this step, you will see an overview of the subjects that are on this case. If you wish to add additional subjects, or change any information, you can do so from this step. Only subject types that are marked as available in this case type will able to be added.
When you've confirmed that everything looks right, click I'm done adding subjects. Continue.
Step 5: Case Summary
This is the final step before the case is moved to a "saved" status, and work can begin. At this point, you can review all of the entered data, and make any last minute changes necessary.
When you're ready to submit this case, click the Save Case and Finish button. At this point, email notifications will be delivered to the client contact (chosen on step 1), and your company's general email address, with a confirmation that the case has been submitted and is now active.
Note: The system will automatically move this case into the "Rank 1" case status. Make sure that you've set up your case statuses so that new cases are assigned the proper status. For example, if you have a case status called "New", it should be listed at the top, so that your new cases start in this status.