Case Classes

The work calendar that is used for cases of the class. This calendar defines the company's working hours for fulfilling customer commitments and monitoring fulfillment times. By default, the 24H7WD calendar is selected.

A check box that indicates (if selected) that a customer ID must be selected for a case of the class.

This check box is selected and unavailable if the Billable or the Enable Billable Option Override check box is selected, because a customer is always required for case billing.

A check box that indicates (if selected) that for a case of a class, in the Contact box of the Cases (CR306000) form, the user can select a contact of the Employee type.

If a contact of this type is selected for a case, the system will insert the name of the employee's company in the Business Account box of the form. If the company has multiple branches, the name of the branch will be inserted instead of the company name.

A check box that indicates (if selected) that a contract ID must be selected for a case of the class.

This box is available only if the Contract Management feature (in the Advanced Financials group of features) is enabled on the Enable/Disable Features (CS100000) form.

This check box is selected and unavailable if the Per Activity billing mode is selected, because a contract is always required in such cases.

A check box that indicates (if selected) that a case of the class is marked as billable by default.

If the Billable and Enable Billable Option Override check boxes are cleared on the current form, the Billable and Manual Override check boxes on the Cases (CR306000) form are cleared and cannot be selected.

This check box is available only if the Per Case billing mode is selected on this tab.

A check box that indicates (if selected) that for a case of the class, a user can override the default selection of the Billable check box on the Cases (CR306000) form.

If the Billable and Enable Billable Option Override check boxes are cleared on the current form, the Billable and Manual Override check boxes are cleared and cannot be selected on the Cases (CR306000) form.

This check box is available only if the Per Case billing mode is selected on this tab.

The mode of case billing.

The following options are available:

• Per Case: A case of this class can be billed after it is closed, and the total includes all the activities.
• Per Activity: The cases of this class are billed on a per-activity basis. For example, you can use this option for large cases that cannot be closed by the end of the billing period so that your company’s accountants can bill activities associated with an ongoing case.

This setting is available only if the Time Management feature is enabled on the Enable/Disable Features (CS100000) form; otherwise, the Per Case billing mode is automatically assigned to every new case class and cannot be changed.

The non-stock inventory item (of the Labor type) used as the source of accounts to be used for overtime labor of the type, as well as the source of labor cost and prices.

This box is available only if the Per Case billing mode is selected on this tab.

The non-stock inventory item (of the Labor type) used as the source of accounts to be used for labor of the type, as well as the source of labor cost and prices.

This box is available only if the Per Case billing mode is selected on this tab.

The number of hours and minutes that is used as the minimum interval for billing when the system calculates the billable time of a case of the class (or activity associated with a case of the class). One of the following predefined options can be selected from the list: 00:05, 00:10, 00:15, 00:20, 00:25, 00:30, 00:35, 00:40, 00:45, 00:50, 00:55, or 01:00. Alternatively, you can enter your own value.

For example, if your company's minimum billable time is a quarter of an hour, you should specify 00:15, and if it is an hour, you should specify 01:00.

The number of minutes (00 hours are specified for all options) to which the total billable time for all related activities in the case will be rounded up if the result of dividing the total billable time by the value in this box is not an integer. One of the following predefined options can be selected from the list: 00:05, 00:10, 00:15, 00:20, 00:25, or 00:30. Alternatively, you can enter your own value. The time will always be rounded up to the next billable interval—that is, to a multiple of the value specified in this box.

For example, suppose that 00:15 (15 minutes) is specified in this box, and 01:00 (1 hour) is specified in the Min. Billable Time box. If you have spent 40 minutes on an activity, the total billable time of the activity is rounded up to 1 hour (because the minimum billable time is 1 hour). And with the same Round Time By and Min. Billable Time settings, if you have spent 1 hour and 20 minutes on an activity, the total billable time of the activity is rounded up to 1 hour and 30 minutes (because the system rounds up the total billable time to the next 15-minute interval).

A check box that indicates (if selected) that if a user creates an activity, task, event, or email for a case of the class, the Case Solution Provided check box is available on the Activity (CR306010), Task (CR306020), Event (CR306030), or Email Activity (CR306015) form. The user can select the Case Solution Provided check box to indicate that in the activity, task, event, or email, a solution was provided for the case. By default, the current check box is cleared.

If the Track Solutions in Activities check box is selected, the Solution Provided In box is available on the CRM Info tab of the Cases (CR306000) form.

The system shows a warning message next to the check box if it is cleared and all of the following conditions are met on the Commitments tab of the current form:

• In the Stop Counting Time box, If Case Solution Is Provided in Activity is selected.
• At least one check box is selected for time tracking (in any of the Enable columns of any row).

The number of days during which Customer Portal users may reopen the case.

Leave the box blank if you want to give users the ability to reopen the cases at any time.

The condition that causes the system to stop counting the resolution time for a case of the class. The following options are available:

• If Case Becomes Inactive (default): The system stops tracking the resolution time for a case of the class when the status of the case has changed to Resolved or Released on the Cases (CR306000) form. (When the case has either status, the system clears the Active check box on the form.)
• If Case Solution Is Provided in Activity: The system stops tracking the resolution time for a case of the class when a completed activity associated with the case was used to provide a case solution. That is, the system stops tracking the time when the Case Solution Provided check box is selected for the activity on Activity (CR306010), Task (CR306020), Event (CR306030), or Email Activity (CR306015) form.

The additional time (in days, hours, and minutes) your company has to handle the customer request if the commitment cannot be fulfilled according to the target initial response time after the severity or class of the case has been changed.

If the current column is empty and the Target Initial Response Time duration is entered for the first time, the system copies the duration from the Target Initial Response Time column into the current column.

The additional duration (in days, hours, and minutes) your company has to handle the customer request if the commitment cannot be fulfilled according to the target response time after the severity or class of the case has been changed.

If the current column is empty and the Target Response Time duration is entered for the first time, the system copies the duration from the Target Response Time column into the current column.

The additional time (in days, hours, and minutes) your company has to resolve the case if the commitment cannot be fulfilled according to the target resolution time after the severity or class of the case has been changed.

If the current column is empty and the Target Resolution Time duration is entered for the first time, the system copies the duration from the Target Resolution Time column into the current column.

A check box that indicates (if selected) that the attribute is available for all cases of the class.

You can deactivate an obsolete attribute by clearing the check box—in this case, the deactivated attribute will no longer be displayed for cases of the class, but all attribute values that have already been specified for existing records still will be stored in the database, so if you reactivate the attribute, its values will become visible in the system again.

The type of control to be used for the attribute.

The type is one of the following: Text, Combo, Multi Select Combo, Lookup, Checkbox, or Datetime.