Case Submittal to Internal Teams: Process Activity

The following activity demonstrates how to manually create a case and submit the case to a member of your company's internal IT team.

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 any issues, restore the U100 dataset to its initial state.

Story

Suppose that you are David Chubb, a sales manager of the SweetLife Fruits & Jams company. You want to track information in opportunities about the customer's company size and its number of employees. You need to submit an internal case to system administrator Kimberly Gibbs. In the case, you will ask Kimberly to add two custom UI elements on the Opportunities (CR304000) form.

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 users the ability to create support cases, assign cases to owners, and process cases.
  • On the Case Classes (CR206000) form, the ITHELP case class has been created for the internal cases that employees submit to the SweetLife's IT team. On the Details tab, the Allow Selecting Employee as Case Contact check box is selected.

Process Overview

In this activity, you will do the following on the Cases (CR306000) form:

  1. Create an internal case.
  2. Submit the case to a SweetLife employee on the IT team.

System Preparation

Before you start creating an internal case and submitting it, you should do the following:

  1. Launch the MYOB Acumatica website with the U100 dataset preloaded.
  2. Sign in to the system as sales manager David Chubb by using the following credentials:
    • Username: chubb
    • 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: Submitting an Internal Case to IT

To create an internal case and submit the case to Kimberly Gibbs, the needed IT employee, do the following:

  1. On the Cases (CR306000) form, add a new record.
  2. In the Summary area of the Document tab, do the following:
    1. In the Case Class box, select ITHELP.
    2. In the Contact box, select Kimberly Gibbs.

      Notice that in the Business Account box, HEADOFFICE has been inserted. It is the identifier of the SweetLife Head Office and Wholesale Center branch, to which the Kimberly Gibbs employee belongs.

    3. In the Subject box, type Ability to specify a customer's company size and the number of employees on the Opportunities form.
    4. In the Priority box, select Medium.
  3. On the Details tab of the form, in the text area, type Kimberly, please add two boxes to the Opportunities form: Company Size and Number of Employees.
  4. On the form toolbar, click Save.

You have created the internal case and submitted it to the IT employee.