Cases: To Create a Case Manually

The following activity demonstrates how to manually create a case and specify basic settings for this case.

Attention: This activity is based on the U100 dataset. If you are using another dataset or if any system settings have been changed in U100, these changes can affect the workflow of the activity and the results of the processing. To avoid issues, restore the U100 dataset to its initial state.

Story

Suppose that you are a customer service representative of the SweetLife Fruits & Jams company. You have received a phone call from your customer, Kevin Grey, who is a buyer at the Groceriex chain of supermarkets in New York. Kevin ordered 25 jars each of apple, orange, and cherry jam, but only 15 jars of orange jam were delivered. (The other jams were delivered in full.) You need to arrange the delivery of 10 jars of orange jam to Groceriex within three working days.

Configuration Overview

In the U100 dataset, for the purposes of this activity, the following tasks have been performed:

  • On the Enable/Disable Features (CS100000) form, the following features have been enabled:
    • Customer Management: This feature provides the customer relationship management (CRM) functionality.
    • Case Management in the Customer Management group of features: This feature gives customer support personnel the ability to create support cases, assign cases to owners, and process cases.
  • On the Case Classes (CR206000) form, the SUPPORT case class has been created.

Process Overview

In this activity, you will manually create a case on the Cases (CR306000) form.

System Preparation

Before you start creating a case manually, you should do the following:

  1. Launch the MYOB Acumatica website with the U100 dataset preloaded
  2. Sign in to the system as delivery manager Marcos Garcia by using the following credentials:
    • Username: garcia
    • Password: 123
  3. Make sure that on the Company and Branch Selection menu, in the top pane of the MYOB Acumatica screen, the SweetLife Head Office and Wholesale Center branch is selected.

Step: Creating a Case Manually

To manually create a case for the request submitted by Kevin Grey of GROCERIEX, do the following:

  1. On the Cases (CR306000) form, add a new record.
  2. In the Summary area, do the following:
    1. In the Case Class box, select SUPPORT.
    2. In the Business Account box, select GROCERIEX.
    3. In the Contact box, select Kevin Grey.
    4. In the Subject box, type Delivery of the missing 10 jars of orange jam.
    5. In the Severity box, select Low.
    6. In the Priority box, select Medium.
  3. On the Details tab of the form, in the text area, type 10 jars of orange jam were not delivered to GROCERIEX.
  4. On the form toolbar, click Save.

You have created a case based on the request from the existing GROCERIEX customer.