Cases: General Information

Cases (also referred to as support cases or tickets) help your company track customer requests, questions, problems, and other inquiries submitted by email, phone, website, or live chat and find the solutions requested by your customers. MYOB Acumatica gives you the ability to easily create and track cases based on your customers' requests. This topic provides information about creating cases in MYOB Acumatica.

Learning Objectives

In this chapter, you will learn how to do the following:

Become familiar with the ways of creating cases in MYOB Acumatica
Develop a general understanding of case settings
Create a case manually

Applicable Scenarios

You may want to learn how to create cases in MYOB Acumatica in scenarios that include the following:

You have received a request from your customer about your company's products or services and need to create a case in the system.
Your customer has created a case on the MYOB Acumatica Customer Portal, and you need to solve the customer's problem related to the product or service that your company offers.

Creation of Cases in MYOB Acumatica

In MYOB Acumatica, a case is a record created and viewed on the Cases (CR306000) form that represents a new, open, or closed request from a customer or employee. The case has a variety of settings, such as the customer, the status of the case, and the user responsible for the case (that is, the owner of the case).

A case can be created in any of the following ways:

By a user manually entering the case data on the Cases form.
By a customer using the MYOB Acumatica Customer Portal.
By an employee using the MYOB Acumatica Customer Portal.
By a user through the MYOB mobile app.
By a user through the Acumatica add-in for Outlook.
Through import scenarios to import lists of cases on the Import by Scenario (SM206036) form. You can use the predefined Import Cases from Excel import scenario.

Settings of a Case

You can enter, view, and modify (if applicable) the following case settings on the Cases (CR306000) form:

In the Summary area, basic settings, such as the case’s ID, date reported, case class, customer, contact, owner, status, reason, subject, and priority. You can also specify the severity of the case, which may also relate to a time requirement. If the Case Commitments feature is enabled on the Enable/Disable Features (CS100000) form, you can track fulfillment times of the company's commitments (which determine the service level agreement) corresponding to each severity level that are defined by the case class. (For details, see Case Classes: Case Commitments.)
In the Contact box, you can select a case contact among contacts and employees. You can select an employee as a case contact for a case of a class if on the Case Classes (CR206000) form, the Allow Selecting Employee as Case Contact check box is selected for the class.
On the Details tab, the description of the case.
On the Additional Info tab, the customer settings, such as the workgroup, billing settings (billable time and billable overtime), time-related settings (total work hours and overtime hours spent on the case) and the activity statistics. For details about billing, see Case Management: Billable Cases. You can also track the commitment-related settings (initial response due, response due, resolution due, and the activity marked as including a solution for the case) that appear on the tab if the Case Commitments feature is enabled on the Enable/Disable Features form. For details, see Case Management: Tracking of Case Commitment Times.
You can also specify a contract or default contract if the Contract Management feature has been enabled on the Enable/Disable Features (CS100000) form. Contract cases require specifying a contract on entry, and standalone cases require specification of the customer and the customer's case class, which determines the default contract. For details, see Case Management: Billable Cases.
On the Attributes tab, the list of attributes, if they have been defined for the case class on the Case Classes form. Attributes may be used to help your company manage specific information that is useful for its business, such as the industry or number of employees in a customer company.
On the Activities tab, emails, tasks, events, and activities associated with the case. You can use this tab as a starting point for adding activities and for viewing the activities that have been performed.
On the Related Cases tab, the list of cases that block, depend on, are duplicates of, or are otherwise associated with this particular case (if any). For details, see Case Management: General Information.
On the Relations tab, the list of records related to the case. You can also use this tab to quickly create an entity associated with the case. For details, see Managing Relations.
On the Closure Notes tab, the case-related information. You can add, edit, and delete the information on this tab at any time.

The Initial Activity of a Case

At the moment of a case’s creation, the system checks whether the case has been created based on an initial activity, such as an incoming email. If no initial activity is found, the system automatically creates an activity of the System type on the Activity (CR306010) form and associates it with the case.

The system uses the date and time of the initial activity’s creation to calculate the period of time for fulfilling the case’s commitments. For details about case commitments, see Case Management: Tracking of Case Commitment Times.

Ability to Add User-Defined Fields to CRM Forms

User-defined fields are site-specific elements that have been defined to track information deemed as important to the organization. An administrator and customizer—a user with particular access rights in the system—can add user-defined fields to CRM forms such as Leads (CR301000), Contacts (CR302000), and Business Accounts (CR303000) form. For details, see Adjustment of the MYOB Acumatica UI: Managing User-Defined Fields.

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Copying of User-Defined Fields Between Records

While viewing a record on some entry forms, you can create new records—such as CRM records (for example, opportunities or business accounts), project quotes, customers, and vendors—from the original record. If both records have user-defined fields, the system copies each field’s values only if both records have this field defined on their entry forms. For details, see Adjustment of the MYOB Acumatica UI: Managing User-Defined Fields.

The system copies user-defined field values similarly when a user creates a new record by copying the current one, such as:

A sales quote created by copying an existing one on the Quotes tab of the Opportunities form or by clicking Copy Quote on the More menu of the Sales Quotes form
A project quote created by clicking Copy on the More menu of the Project Quotes (PM304500) form