Cases

Form ID: (CR306000)

You use this form to create or edit a case. A case (called a ticket in some companies) is a specific matter—such as a customer request, complaint, or question—that may require discussion, investigation, resolution (perhaps making a decision or fixing a problem), and explanation.

For each new case, you must specify a case class, which provides certain default settings. Case classes are defined on the Case Classes (CR206000) form.

This form is available only if the Case Management feature is enabled on the Enable/Disable Features (CS100000) form.

For details about case management, see Managing Cases.

Form Toolbar

The form toolbar includes standard buttons and form-specific buttons and commands. For the list of standard buttons, see Form Toolbar and More Menu. The form-specific commands can be shown as buttons on the form toolbar, as commands on the More menu, or in both places. These commands are listed in the following table in alphabetical order.


Command	Description
Apply Assignment Rules	Assigns the case to a workgroup in accordance with the default assignment rules. The case assignment map, which is defined on the Assignment and Approval Maps (EP205500) form, is specified on the Customer Management Preferences (CR101000) form.
Close	Opens the Close dialog box, where you select the reason for closing the case. You can also select the activity in which a solution is provided for the case and enter closure notes. When you click OK, the status of the case is changed to Closed. This command is available when the status of the case is New, Open, or Pending Customer.
Create Email	Opens the Email Activity (CR306015) form in a pop-up window. On this form, you can create an activity of the Email type associated with this case.
Create Note	Opens the Activity (CR306020) form in a pop-up window. On this form, you can create an activity of the Note type associated with this case.
Create Phone Call	Opens the Activity (CR306010) form in a pop-up window. On this form, you can create an activity of the Phone Call type associated with this case.
Create Return Order	Opens the Create Return Order dialog box, in which you can specify the type of the return order to be created on the Sales Orders (SO301000) form. This command is available only if the case is active.
Create Service Order	Opens the Create Service Order dialog box, in which you specify the details of the service order to be created. Only one service order can be created for each case. This command appears on the form only if the Service Management feature is enabled on the Enable/Disable Features (CS100000) form.
Create Task	Opens the Task (CR306010) form in a pop-up window. On this form, you can create a task associated with this case.
Create Work Item	Opens the Activity (CR306010) form in a pop-up window. On this form, you can create an activity of the Work Item type associated with this case.
Open	Opens the Open dialog box, where you select the reason for opening the case. When you click OK, the status of the case is changed to Open. This command is available when the status of the case is New, Pending Customer, or Closed.
Pending Customer	Opens the Pending Customer dialog box, where you select the reason for requesting the customer's feedback on the case. You can also select the activity in which a solution is provided for the case. When you click OK, the status of the case is changed to Pending Customer. This command is available when the status of the case is Open.
Release	For a case associated with a contract, releases the case for billing and updates the information on the Contract Usage (CT303000) form. If this is a standalone case, this command generates an invoice on the Invoices and Memos (AR301000) form. A case must be closed before it can be released. This command is available when the status of the case is Closed. When you click this command, the Details dialog box is not opened; the case retains the reason specified for closing the case, and this reason cannot be changed.
Schedule on the Calendar Board	Opens the Calendar Board (FS300300) form if at least one service has been assigned to the service order on the Service Orders (FS300100) form. You can add services directly to the service order on the Service Orders (FS300100) form or add them to the task related to the case on the Task (CR306020) form. This command appears on the form only if the Service Management feature is enabled on the Enable/Disable Features (CS100000) form and is available if a related service order has been created for the case on the Service Orders (FS300100) form.
Take Case	Assigns the selected case to you, which causes your employee name to be inserted in the Owner box and changes the reason of the case to Assigned.
View Invoice	Opens the Invoices and Memos form and displays the invoice associated with the case.
View Service Order	Opens the Service Orders (FS300100) form with the service order associated with the case. This command appears on the form only if the Service Management feature is enabled on the Enable/Disable Features (CS100000) form and is available if the related service order has been created for the case on the Service Orders (FS300100) form.

Open Dialog Box

By using this dialog box, you can specify the reason for the change of the status and the owner of the case. This dialog box is opened when you click Open on the form toolbar or More menu of the form.
Element	Description
Reason	The reason you are changing the status of the case. When you click Open to change the case's status to Open, you can select one of the following options: In Process: The case is being worked on. Updated: The case has been updated with new details or changed settings. (For example, an email has arrived related to the case.) In Escalation: The case has been escalated. Pending Closure: The case is ready to be closed by the customer. Assigned: The case is assigned to the owner, or the owner of the case is changed.
Owner	The employee name of the employee you want to assign or reassign the case. If a workgroup has been selected, an employee name can be selected only from its list of group members; otherwise, the employee name may be selected from the list of all employees. This box appears only when you click Open regardless of whether the Owner box in the Summary area is filled or empty.
This dialog box has the following buttons.
OK	Changes the case's settings based on the selected settings and closes the dialog box, returning you to the current form.
Cancel	Closes the dialog box and cancels the process of changing the settings of the case.

Pending Customer Dialog Box

By using this dialog box, you can specify the reason for the change of the status and select the activity in which a solution is provided for the case. This dialog box is opened when you click Pending Customer on the form toolbar or More menu of the form.
Element	Description
Reason	The reason you are changing the status of the case. When you click Pending Customer to change the case's status to Pending Customer, you can select one of the following options: More Info Requested: A request for additional information has been sent to the customer in order to find a solution to the case. Solution Provided: A solution to the case has been provided; the case is ready for closure and is awaiting confirmation from the customer. Pending Closure: The case is ready to be closed by the customer.
Solution Provided In	The description of the completed activity, task, event, or email in which a solution was provided for the case. That is, this is the activity, task, event, or email for which the Case Solution Provided check box is selected on the Activity (CR306010), Task (CR306020), Event (CR306030), or Email Activity (CR306015) form. If there are multiple completed activities, tasks, events, or emails with the Case Solution Provided check box selected for this case, you can select one of them.
This dialog box has the following buttons.
OK	Changes the case's settings based on the selected settings and closes the dialog box, returning you to the current form.
Cancel	Closes the dialog box and cancels the process of changing the settings of the case.

Close Dialog Box

By using this dialog box, you can specify the reason for the change of the status and select the activity in which the solution was provided for the case. You can also enter case-related information during the case's closure, such as the solution for the case that has been confirmed by a customer. This dialog box is opened when you click Close on the form toolbar or More menu of the form.
Element	Description
Reason	The reason you are changing the status of the case. When you click Close to change the case's status to Closed, you can select one of the following options: Resolved: The case has been resolved. Rejected: The case has been rejected by the owner of the case. Canceled: The case has been canceled by the customer. Abandoned: The case has been left without any answer from the customer for a long time. Duplicate: The case is a duplicate of another case with the same problem from the same customer. Closed on Portal: The case has been closed via the MYOB Acumatica Customer Portal.
Solution Provided In	The description of the completed activity, task, event, or email in which a solution for the case is provided. That is, for the activity, task, event, or email, the Case Solution Provided check box is selected on the Activity (CR306010), Task (CR306020), Event (CR306030), or Email Activity (CR306015) form). If there are several completed activities, tasks, events, or emails with the Case Solution Provided check box selected for this case, you can select one of them.
Closure Notes	A text box that you can use to describe the solution of the case or enter any case-related information during the case's closure. The box has a rich text editor. By default, the system copies the text specified on the Closure Notes tab and inserts it in this box, but you can add, edit, and delete any of the copied text.
This dialog box has the following buttons.
OK	Changes the case's settings based on the selected settings and closes the dialog box, returning you to the current form. The system also copies the information from the Closure Notes box of this dialog box to the Closure Notes tab of the current form.
Cancel	Closes the dialog box and cancels the process of changing the settings of the case.

Create Return Order Dialog Box

In this dialog box, you specify the type of the return order to be created for the case on the Sales Orders (SO301000) form.
Element	Description
The dialog box includes the following box.
Return Order Type	The type of the return order that is created for the case. Only the order types that have the RMA Order automation behavior specified on the Order Types (SO201000) form are available for selection in this box. By default, the system inserts the order type specified in the Default Return Order Type box on the General tab of the Sales Orders Preferences (SO101000) form, if one has been specified.
The dialog box contains the following buttons.
Create	Makes sure that the following criteria is met before creating the return order. The type of the business account that is selected in the case is Customer or Customer & Vendor. The user's access rights are sufficient for creating an order on the Sales Orders (SO301000) form. If any restrictions are applied to the branch specified for the customer in the Restrict Visibility To box (Financial tab) of the Customers (AR303000) form, the sales order can be created only if the branch to which you are signed in is the same branch as specified for the customer. The system checks this issue only if the Customer and Vendor Visibility Restriction feature is enabled on the Enable/Disable Features (CS100000) form. If no error is generated, the system closes the dialog box and opens the return order on the Sales Orders (SO301000) form with some boxes filled in.
Cancel	Closes the dialog box without changes.

Create Service Order Dialog Box

In this dialog box, you specify the details of the service order to be created for the case on the Service Orders (FS300100) form.
Element	Description
The dialog box includes the following boxes.
Service Order Type	The type of the service order that is created for the case.
Branch Location	The location of the branch that delivers the services.
Assigned To	The staff member that is a supervisor of the service order.
Problem	The problem code associated with the service order.
The dialog box contains the following buttons.
OK	Closes the dialog box and creates the service order.
Cancel	Closes the dialog box without changes.

Summary Area

You can use the elements in this area to select an existing case for viewing or updating, or to create a new case.


Element	Description
Case ID	The unique identifier assigned to the case in accordance with the numbering sequence assigned to cases on the Customer Management Preferences (CR101000) form. You can leave this box blank for a new case, or select the reference number of an existing case to view or edit it.
Case Class	The class that the case belongs to. For a new case, you select a class, which populates some elements with default values, easing data entry. By clicking the Edit button right of the box, you can open the related case class record on the Case Classes (CR206000) form.
Status	The status of the case, which the system inserts based on user actions during the case workflow. This box contains one of the following options: New: The case has been created in the system, but no work has been done on it yet. A case with this status can have the Unassigned or Assigned reason. Open: The case is being worked on by the support team. A case with this status can have any of the following reasons: Assigned, In Process, Updated, In Escalation, or Pending Closure. If the case has been reopened by an incoming email, this status can also be assigned to the case along with the Updated reason. Pending Customer: The support team is waiting for feedback or a response from a customer. A case with this status can have any of the following reasons: More Info Requested, Solution Provided, or Pending Closure. Closed: The customer's problem has been resolved, a solution has been found, or no further work is expected to be done on the case. A case with this status can have any of the following reasons: Resolved, Rejected, Canceled, Abandoned, or Duplicate. Released: The AR invoice for the work performed has been generated for the customer on the Invoices and Memos (AR301000) form. A case with this status can have any of the following reasons: Resolved, Rejected, Canceled, Abandoned, or Duplicate.
Reason	The reason for the status of the case. Only particular reasons are available for selection, based on the most recent action performed on the case (the creation of the case or the clicking of a particular button or command). The reason (and its corresponding status or statuses) can be one of the following: Unassigned (default): The new case has not been assigned to an owner. If you select this reason and an owner is specified, the system will not generate a warning or error, so be sure no owner is specified. A case with this reason has the New status. Assigned: The case has been assigned to an owner, which can be done in one of the following ways: Manually, if you select Assigned in this box and then select the owner in the Owner box. (You must perform both of these actions; if you select an owner and leave Unassigned as the reason, no warning or error will be generated.) Automatically, if you click Take Case on the form toolbar. The system inserts Assigned in the Reason box and the employee name associated with your user account in the Owner box. If you select this reason and no owner is specified, the system will not generate a warning or error, so be sure an owner is specified. A case with this reason has the New or Open status. Opened on Portal: The new case was created on the Acumatica Self-Service Portal. This reason is the only option that appears in the box when the case is created on the Acumatica Self-Service Portal. A case with this reason has the New status. In Process: The case is being worked on. A case with this reason has the Open status. Updated: The case has been updated with new details or changed settings. (For example, an email has arrived related to the case.) A case with this reason has the Open status. In Escalation: The case has been escalated. A case with this reason has the Open status. Pending Closure: The case is ready to be closed by the customer. A case with this reason has the Open or Pending Customer status. More Info Requested: A request for additional information has been sent to the customer in order to find a solution to the case. A case with this reason has the Pending Customer status. Waiting Confirmation: A solution to the case has been found; the case is ready for closure and is awaiting confirmation from the customer. A case with this reason has the Pending Customer status. Resolved: The case has been resolved. A case with this reason has the Closed or Released status. Rejected: The case has been rejected by the owner of the case. A case with this reason has the Closed or Released status. Canceled: The case has been canceled by the customer. A case with this reason has the Closed or Released status. Abandoned: The case has been left without any answer from the customer for a long time. A case with this reason has the Closed or Released status. Duplicate: The case is a duplicate of another case with the same problem from the same customer. A case with this reason has the Closed or Released status.
Subject	A description of the case.
Business Account	The business account associated with the case. By clicking the Edit button right of the box, you can open the related business account record on the Business Accounts (CR303000) form. If the selected business account has the Customer or Customer & Vendor type and at least one open related return order exists, the system displays a warning message next to the box.
Location	The location of the business account associated with the case.
Contact	The customer representative or employee to be contacted about the case. You can select a contact of the Employee type 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. If you initially specify or change an account in the Business Account box of the current form, the system uses the following rules, which are based on the settings of the business account on the Business Accounts (CR303000) form: If the business account has an active primary contact specified on the General tab, this contact is inserted. If the business account has only one active contact specified on the Contacts tab, this contact is inserted. If the business account has no active primary contact and no associated active contacts specified on the Contacts tab, or the account has more than one active contact, the box is left empty. Note: If a contact is specified in this box, and you clear the Business Account box and save changes to the form, the contact remains unchanged. If the business account has more than one contact and none of them is primary, the box is left empty. By clicking the Edit button right of the box, you can open the related contact record on the Contacts (CR302000) form.
Owner	The employee assigned to the case. If a workgroup has been selected, an employee name can be selected only from its list of group members; otherwise, the employee name may be selected from the list of all employees.
Reported On	The date and time of the case creation. Initially, the box is empty. When you save the case for the first time, the system automatically enters the current date and time, but you can override it.
Severity	The severity level of the case. The following options are available: Low, Medium, and High.
Priority	The priority of the case. The following options are available: Low, Medium, and High.
Initial Response Due	Read-only. The date and time by which the company is expected to send an initial response for the case. The box appears in this area if all of the following conditions are met: The Enable check box with the Initial Response Time Tracking tooltip is selected on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The Response Due box on the CRM Info tab of the current form is empty or contains a date and time that are later than or the same as the initial response due date and time. The Case Commitments feature in the Experimental Features group of features is enabled on the Enable/Disable Features (CS100000) form. The system calculates this date and time as follows: If the First Outgoing Activity box is empty on the CRM Info tab, the system uses the following formula. `Reported On + Target Initial Response Time` At the moment when an extension of the initial response time becomes applicable, the system recalculates the initial response due time by using the following formula. `Current Time + Initial Response Extension` The box becomes hidden in this area if any of the following conditions are met: The First Outgoing Activity box is filled in. The Enable check box with the Initial Response Time Tracking tooltip has become cleared on the Commitments tab of the Case Classes (CR206000) form for the class and severity level of the case. The severity level selected in the case is no longer listed on the Commitments tab of the Case Classes (CR206000) form for the case class. The case has become inactive (for example, if a user has closed it).
Response Due	Read-only. The date and time by which the company is expected to send a response to any request regarding the case. The box appears in this area instead of the Initial Response Due box if all of the following conditions are met: The Enable check box with the Response Time Tracking tooltip is selected on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The Initial Response Due box on the CRM Info tab is empty or contains a date and time that is later than the response due date and time. The Case Commitments feature in the Experimental Features group of features is enabled on the Enable/Disable Features (CS100000) form. The system calculates this date and time as follows: If the date and time in the Last Incoming Activity box is later than the date and time in the Last Outgoing Activity box (both boxes are on the CRM Info tab), the system applies the following formula. `First Unanswered Incoming Activity + Target Response Time` If the First Outgoing Activity box on the CRM Info tab is empty, the system uses the following formula. `Reported On + Target Response Time` At the moment when an extension of the response time becomes applicable, the system recalculates the response due time by using the following formula. `Current Time + Response Extension` The Response Due box becomes hidden in this area if any of the following conditions are met: The Last Outgoing Activity box is filled in, and its date and time is later than the date and time in the Last Incoming Activity box. (Both boxes are shown on theCRM Info tab. The Enable check box with the Response Time Tracking tooltip has become cleared on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The severity level selected in the case is no longer listed on the Commitments tab of the Case Classes (CR206000) form for the case class. The case has become inactive.
Resolution Due	Read-only. The date and time by which the case must be resolved. The box appears in this area if all of the following conditions are met: The Enable check box with the Resolution Time Tracking tooltip is selected on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The case is active. The Case Commitments feature in the Experimental Features group of features is enabled on the Enable/Disable Features (CS100000) form. The system calculates this date and time by using the `Reported On + Target Resolution Time` formula if either of the following conditions is met: The Solution Provided In box (CRM Info tab) is empty, and If Case Solution is Provided in Activity is selected in the Stop Counting Time box on the Case Classes (CR206000) form for the case class. The case is active (that is, the Active check box on the CRM Info tab is selected), and If Case Becomes Inactive is selected in the Stop Counting Time box on the Case Classes (CR206000) form for the case class. At the moment when an extension of the resolution time becomes applicable, the system recalculates the resolution due time by using the following formula. `Current Time + Resolution Extension` The box becomes hidden in this area if any of the following conditions is met: The Solution Provided In box (CRM Info tab) is filled in, and If Case Solution is Provided in Activity is selected in the Stop Counting Time box on the Case Classes (CR206000) form for the case class. The case has become inactive, and If Case Becomes Inactive is selected in the Stop Counting Time box on the Case Classes (CR206000) form for the case class. The Enable check box with the Resolution Time Tracking tooltip has become cleared on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The severity level selected in the case is no longer listed on the Commitments tab of the Case Classes (CR206000) form for the case class.
Closed On	Read-only. The date and time when the case was closed. This box is shown only if the case is closed.

Details Tab

This tab contains an area you can use to describe the case. The area consists of the following:

The formatting toolbar, with buttons you can use to edit text, change the typographical treatment of the text, and format it. You can also use buttons to add files and insert images.
The text area, where you can enter a detailed description of the case or relevant notes. You can type the description here and edit it by using the buttons on the formatting toolbar.

CRM Info Tab

This tab contains a variety of elements related to the billing, the time spent on the case, and the date and time of key activities related to the case.

Table 1. CRM Section
Element	Description
Workgroup	The workgroup to which the case is assigned.
Active	A check box that indicates (if selected) that the case is active. A case is considered active if further communication or action is expected for it. If the check box is selected, the case is displayed in the list of cases on the related mass processing forms, such as the Assign Cases (CR503210) form. The check box can be cleared (if needed) and selected again by means of a customized workflow. By default, the check box is cleared when the case is closed.

Table 2. Entitlement Section
Element	Description
Contract	The contract with the business account associated with the case. This box appears on the form only if the Contract Management feature is enabled on the Enable/Disable Features (CS100000) form. If the Multiple Base Currencies feature is enabled on the Enable/Disable Features (CS100000) form and a contract is specified for the case, when you click Release on the form toolbar to release the case and create contract usage, the system verifies whether the current branch has the same base currency as the bill-to customer specified for the contract. If these base currencies are different, the system displays an error message. If the contract has a bill-to customer without a base currency—that is, if the customer has been extended from a branch—the case can be released, regardless of the current branch.

Table 3. Billing Section
Element	Description
Billable	A check box that indicates (if selected) that the case is billable. The ability to select this check box depends on the states of the Billable and Enable Billable Option Override check boxes on the Case Classes (CR206000) form for the case class specified for this case: If both of these check boxes are cleared for this case class, the Billable check box is cleared on the current form for this case, and you cannot select it. If Billable is cleared and Enable Billable Option Override is selected for this case class, the Billable check box is cleared on the current form by default, but you can override this state. If Billable is selected and Enable Billable Option Override is cleared for this case class, the Billable check box is selected on the current form, and you cannot override this state. If Billable is selected and Enable Billable Option Override is selected for this case class, the Billable check box is selected on the current form, but you can override this state.
Manual Override	A check box that indicates (if selected) that the billable time and billable overtime can be changed manually. The ability to select this check box depends on the states of the Billable and Enable Billable Option Override check boxes on the Case Classes (CR206000) form for the case class specified for this case: If both of these check boxes are cleared for this case class, the Manual Override check box is cleared on the current form for this case, and you cannot select it. If Billable is cleared and Enable Billable Option Override is selected for this case class, the Manual Override check box is cleared on the current form by default, but you can override this state if the Billable check box is selected on the current form. If Billable is selected and Enable Billable Option Override is cleared for this case class, the Manual Override check box is cleared on the current form, but you can override this state. If Billable is selected and Enable Billable Option Override is selected for this case class, the Manual Override check box is cleared on the current form, but you can override this state.
Billable Time	The number of billable work hours spent on the case. Billable time settings are defined on the Details tab of the Case Classes form.
Billable Overtime	The number of billable overtime hours spent on the case.

Table 4. Statistics Section
Element	Description
Time Spent	The total time spent on the case to date.
Overtime Spent	The overtime hours spent on the case to date.

Table 5. Commitments Section
Element	Description
Initial Response Due	Read-only. The date and time by which the company is expected to send an initial response for the case. The box appears on this tab if both of the following conditions are met: The Enable check box with the Initial Response Time Tracking tooltip is selected on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The Case Commitments feature in the Experimental Features group of features is enabled on the Enable/Disable Features (CS100000) form. The system calculates this date and time as follows: If the First Outgoing Activity box (on this tab) is empty, the system uses the following formula. `Reported On + Target Initial Response Time` At the moment when an extension of the initial response time becomes applicable, the system recalculates the initial response due time by using the following formula. `Current Time + Initial Response Extension` This box becomes empty when the First Outgoing Activity box (on this tab) is filled in. The box becomes hidden on this tab if any of the following conditions are met: The Enable check box with the Initial Response Time Tracking tooltip has become cleared on the Commitments tab of the Case Classes (CR206000) form for the class and the case severity level. The severity level selected in the case is no longer listed on the Commitments tab of the Case Classes (CR206000) form for the case class. The case has become inactive (for example, if a user has closed it).
Response Due	Read-only. The date and time by which the company is expected to send a response to any request regarding the case. The box appears on this tab if both of the following conditions are met: The Enable check box with the Response Time Tracking tooltip is selected on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The Case Commitments feature in the Experimental Features group of features is enabled on the Enable/Disable Features (CS100000) form. The system calculates this date and time as follows: If the date and time in the Last Incoming Activity box is later than the date and time in the Last Outgoing Activity box (both boxes are on this tab), the system applies the following formula. `First Unanswered Incoming Activity + Target Response Time` If the First Outgoing Activity box on this tab is empty, the system uses the following formula. `Reported On + Target Response Time` At the moment when an extension of the response time becomes applicable, the system recalculates the response due time by using the following formula. `Current Time + Response Extension` The box becomes hidden on the tab if any of the following conditions are met: The Enable check box with the Response Time Tracking tooltip has become cleared on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The severity level selected in the case is no longer listed on the Commitments tab of the Case Classes (CR206000) form for the case class. The case has become inactive (for example, if a user has closed it).
Resolution Due	Read-only. The date and time by which the case must be resolved. The box appears on the tab if both of the following conditions are met: The Enable check box with the Resolution Time Tracking tooltip is selected on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The Case Commitments feature in the Experimental Features group of features is enabled on the Enable/Disable Features (CS100000) form. The system calculates this date and time by using the `Reported On + Target Resolution Time` formula if either of the following conditions is met: The Solution Provided In box on this tab is empty, and If Case Solution is Provided in Activity is selected in the Stop Counting Time box on the Case Classes (CR206000) form for the case class. The case is active, and If Case Becomes Inactive is selected in the Stop Counting Time box on the Case Classes (CR206000) form for the case class. At the moment when an extension of the resolution time becomes applicable, the system recalculates the resolution due time by using the following formula. `Current Time + Resolution Extension` The box becomes hidden on this tab form if either of the following conditions is met: The Enable check box with the Resolution Time Tracking tooltip has become cleared on the Commitments tab of the Case Classes (CR206000) form for the severity level and class of the case. The severity level selected in the case is no longer listed on the Commitments tab of the Case Classes (CR206000) form for the case class.
Solution Provided In	The description of the completed activity, task, event, or email in which a solution was provided for the case. That is, for the selected activity, task, event, or email, the Case Solution Provided check box is selected on the Activity (CR306010), Task (CR306020), Event (CR306030), or Email Activity (CR306015) form.

Table 6. Activities Section
Element	Description
First Outgoing Activity	The date of the first completed outgoing activity that is associated with the case.
Last Activity	The date and time of the most recent completed activity on the case. When it fills in this box, the system ignores the activities whose type has the Incoming and Outgoing check boxes cleared, which you can view on the Activity Types (CR102000) form. Email activities, which cannot be set up on the Activity Types (CR102000) form, always affect the value in this box, because they are marked by default as either incoming or outgoing.
Last Incoming Activity	The date of the latest completed incoming activity that is associated with the case.
Last Outgoing Activity	The date of the latest completed outgoing activity that is associated with the case.

Attributes Tab

On the Attributes tab, you can view, add, change, or delete attribute values for the case.

The table toolbar includes only standard buttons. For the list of standard buttons, see Table Toolbar.

Table 7. Table Columns
Column	Description
Attribute	The name of the attribute used for the case.
Required	A check box that indicates (if selected) that this attribute is defined as required.
Value	The value of the attribute for the case.

Activities Tab

This tab has a table with the list of activities associated with the case. You can associate particular tasks, events, emails, and other activities with the case. These activities are also listed on the Activities tab of the Business Accounts (CR303000) form for the associated business account.

To create an activity, email, event, or task, click the appropriate command and fill in the dialog box.

Table 8. Table Toolbar
The table toolbar includes standard buttons and buttons that are specific to this table. For the list of standard buttons, see Table Toolbar. The table-specific buttons are listed below.
Button	Description
Create Task	Opens the Task (CR306020) form in a pop-up window, which you can use to create a new task.
Create Event	Opens the Event (CR306030) form in a pop-up window, which you can use to create a new event.
Create Email	Opens the Email Activity (CR306015) form in a pop-up window, on which you can create a new email.
Create Activity	Contains a menu with commands that correspond to the list of activity types configured on the Activity Types (CR102000) form. By clicking a menu command, you open the Activity (CR306010) form in a pop-up window, which you use to create an activity of the corresponding type. The following commands are available by default: Create Note, Create Chat, Create Escalation, Create Message, Create Phone Call, and Create Work Item. To change the list of menu commands, you can add or remove activity types by using the Activity Types form.
Pin/Unpin	Pins the activity to the top of the list. Once the activity is pinned, an icon is shown in the Is Pinned column. A user can click a pinned activity and then click the button to unpin the activity. If a user unpinned an activity from the list, an icon is no longer shown in the Is Pinned column, and the activity is moved to the appropriate location based on the sorting settings.

Table 9. Table ColumnsThe table includes, in addition to the columns described below, columns (labeled with icons) that you can use to attach notes and files to the activity, see if it is completed, check its priority level, and note whether there are associated reminders. For descriptions of these columns, see Emails and Activities: General Information.
Column	Description
Type	The type of the activity, which can be one of the following: Event, Task, Email, Email Response, Note, Chat, Escalation, Message, Phone Call, or Work Item.
Summary	The brief description of the activity.
Status	The status of the activity. This column contains one of the following options: Draft, Open, Processing, Completed, Approved, Rejected, Canceled, Pending Approval, or Released .
Released	A check box that indicates (if selected) that the activity has been released.
Start Date	The start date and time of the activity.
Created At	The date and time when the activity was created.
Billable	A check box that indicates (if selected) that the time spent on the activity is billable.
Time Spent	The number of hours spent on the activity.
Overtime	The number of overtime hours spent on the activity.
Billable Time	The number of billable work hours spent on the activity.
Billable Overtime	The number of billable overtime hours spent on the activity.
Workgroup	The workgroup associated with the activity.
Owner	The name of the user to whom the activity is assigned.
Case Solution Provided	A check box that indicates (if selected) that in the activity, a solution is being provided for the case.

The tab also has the Activity Description area below the table. The area displays the full description provided for the activity selected in the table. To edit the description, click the link in the Summary column of the activity. This opens the Activity (CR306010) form in a pop-up window; on this form, you can add a description and edit other settings corresponding to the activity.

Related Cases Tab

You use the table on the Related Cases tab to specify cases related to this case.

The table toolbar includes only standard buttons. For the list of standard buttons, see Table Toolbar.


Column	Description
Case ID	Another case related to the currently selected case.
Relation Type	The type of relation, which is one of the following options: Blocks, Depends On, Related, or Duplicate Of.
Subject	The subject of the related case.
Status	The status of this case. This box contains one of the following options: New: The case has been created in the system, but no work has been done on it yet. A case with this status can have the Unassigned or Assigned reason. Open: The case is being worked on by the support team. A case with this status can have any of the following reasons: Assigned, In Process, Updated, In Escalation, or Pending Closure. If the case has been reopened by an incoming email, this status can also be assigned to the case along with the Updated reason. Pending Customer: The support team is waiting for feedback or a response from a customer. A case with this status can have any of the following reasons: More Info Requested, Solution Provided, or Pending Closure. Closed: The customer's problem has been resolved, a solution has been found, or no further work is expected to be done on the case. A case with this status can have any of the following reasons: Resolved, Rejected, Canceled, Abandoned, or Duplicate. Released: The AR invoice for the work performed has been generated for the customer on the Invoices and Memos (AR301000) form. A case with this status can have any of the following reasons: Resolved, Rejected, Canceled, Abandoned, or Duplicate.
Owner	The person to whom the related case is assigned.
Workgroup	The workgroup that owns the related case.

Relations Tab

You can use this tab to indicate the one-way and two-way relations between the selected case and the records that are associated with it; the type of each relation is determined by the relational role selected in the Role column for the listed record.

One-way relations are shown only on the Relations tab of the form where the relation was initially added to the selected record. Bidirectional relations are shown on this tab of the forms of both the record where the relation was initially added and the associated record. For details, see Managing Relations.

If the Row-Level Security feature is enabled on the Enable/Disable Features (CS100000) form, you may not have access to a particular record on this tab. For records that have business accounts specified in their settings, this may occur if access to the business account that is related to the record is restricted for your current user account. This may also occur if your user account does not have access to the particular record due to other security rules that have been established in the system.

The table toolbar includes only standard buttons. For the list of standard buttons, see Table Toolbar.

The table toolbar also contains a filter box in which you can select one of the following filters:

*All Records* (default): The table displays all records

*Return Orders*: The table displays only records with the *Sales Order* type and the *RMA Order* automation behavior
Column	Description
Role	Required. The relational role of the associated record, which describes the way it relates to the record selected on the current form. One-way and bidirectional roles are available for selection. You can select any of the following one-way roles: Business User, Decision Maker, Evaluator, Related Entity, Referrer, Support Engineer, Source, Supervisor, or Technical Expert: These roles all represent contacts that are related to the record selected on the form; your organization determines how to use these informational roles. When you select any of these roles, Contact is inserted in the Type column. In this row, you need to select an existing business account (which causes the name to be inserted), a specific contact, or both, and other columns are filled in automatically. Source: This role indicates that the record in the row is the one from which the relation comes. When you select this role, you need to select its type and then select a particular record of the type in the Document column; the specified elements for the record are inserted in the row. Related Entity: This role indicates that the record in the row is related to the record selected on the form in some way that does not fit the other roles. When you select this role, you need to select its type and then select a particular record of the type in the Document column; the specified elements for the record are inserted in the row. You can select any of the following bidirectional roles: Source: The record in the row is the one from which the relation comes. Derivative: The record in the row is the associated record selected for the relation. Parent: The record in the row is the primary record in the hierarchical parent-child relation. Child: The record in the row is the subordinate record in the hierarchical parent-child relation. For a one-way role, the row that has the information about the relation is shown only on this tab of the current form. For a bidirectional role, the row is shown on both this tab and the Relations tab of the creation form of the associated record (if the associated record has the Relations tab). After a row with a relation has been added and the changes to the form have been saved, this column is unavailable for editing.
Primary	A check box that indicates (if selected) that the current row is considered the primary relation of the selected role. This check box can be selected for multiple listed relations, but only one relation can be primary for each role. This check box is informational; no system functionality is connected to its use.
Type	Required. The type of the associated record. This box contains one of the following options: AP Invoice: An AP invoice created on the Bills and Adjustments (AP301000) form AR Invoice: An AR invoice created on the Invoices and Memos (AR301000) form Business Account: A business account created on the Business Accounts (CR303000) form Campaign: A marketing campaign created on the Marketing Campaigns (CR202000) form Case: A case created on the Cases (CR306000) form Contact: A contact created on the Contacts (CR302000) form Customer: A customer created on the Customers (AR303000) form Employee: An employee created on the Employees (EP203000) form Expense Receipt: An expense receipt created on the Expense Receipts (EP301010) form Lead: A lead created on the Leads (CR301000) form Opportunity: An opportunity created on the Opportunities (CR304000) form Purchase Order: A purchase created on the Purchase Orders (PO301000) form Sales Order: A sales order created on the Sales Orders (SO301000) form Sales Quote: A sales quote created on the Sales Quotes (CR304500) form Vendor: A vendor created on the Vendors (AP303000) form Depending on the role selected for this row, you select the type of the record as follows: For any one-way role except Related Entity, only the Contact type can be selected. For Related Entity or any bidirectional role, all options listed above are available for selection. After a row with a relation has been added and the changes to the form have been saved, this column is unavailable for editing.
Document	The identifier or display name (or both) of the document (that is, record) related to the record selected on the current form. The lookup table includes the documents or records of the type that is selected in the Type column of this row. Once this column has been filled in, the specified document becomes a link that you can click to open the record on its creation form in a pop-up window. This column is available for editing only if a bidirectional role or Related Entity is selected in the Role column. If the selected type is Customer or Vendor, the list of customers or vendors available for selection may be limited based on the role or roles assigned to the user account to which you are signed in if the Customer and Vendor Visibility Restriction feature is enabled on the Enable/Disable Features (CS100000) form. For details, see Visibility of Customer Records and Visibility of Vendor Records.
Description	A brief description of the record whose identifier or display name is specified in the Document column of the table. The system copies the description of the record to this column from the data entry form on which the record has been created. If the data entry form does not contain a description for the record, this box is empty.
Status	The status of the record whose identifier or display name is specified in the Document column of the table. The system copies the status of the record to this column from the data entry form on which the record has been created.
Owner	The owner of the record hose identifier or display name is specified in the Document column of the table. The system copies the owner of the record to this column from the data entry form on which the record has been created. If the Owner box is not filled in for this record or if the data entry form does not have this box, this column is empty.
Account	The identifier of the business account associated with the selected record (if a record has the associated business account). The specified identifier becomes a link that can be clicked to open the business account on the Business Accounts (CR303000) form in a pop-up window.
Name	The name of the business account. The name is inserted by the system if a business account is selected for the row.
Contact	The contact associated with the role (if the Type is Contact) or the contact associated with the record selected in the Document column. The specified contact becomes a link that you can click to open the contact on the Contacts (CR302000) form in a pop-up window. You can change the contact if in this column, the Lead, Business Account, or Customer option is selected.
Email	The email address of the contact person.
Add to CC	A check box that indicates (if selected) that the contact should receive a copy of emails. If a bidirectional role is selected in the Role column of a row, on the Relations tab of the creation form of the associated record the check box is cleared for the corresponding row.
Document Date	The date associated with the record specified in the Document column. Depending on the type of record, this date can vary as follows: If the type is AP Invoice, AR Invoice, Expense Receipt, Purchase Order, Sales Quote, or Sales Order, the system inserts the document date. If the type is Campaign, the system inserts the campaign’s start date. If the type is Case, the system inserts the date the case was reported. If the type is any of the following, this column is left blank because the record has no associated date: Business Account, Contact, Customer, Employee, Lead, Opportunity, or Vendor. When the system inserts a date in this column, it copies this date from the box that holds the record’s date on the data entry form where the record was created. Note: This column is hidden by default. You can display this column in the table by using the Column Configuration dialog box. For details, see Table Layout: Process Activity.

Closure Notes Tab

This tab contains an area you can use to enter case-related information at any time. The area consists of the following:

The formatting toolbar, with buttons you can use to edit text, change the typographical treatment of the text, and format it. You can also use buttons to add files and insert images.
The text area, where you can enter case-related information. You can enter the information here and edit it by using the buttons on the formatting toolbar.

When a user closes the case, by default, the system copies the text specified on this tab to the Closure Notes box of the Close dialog box. When the user clicks OK in the dialog box, the system copies the text from the Closure Notes box of this dialog box to this tab. (Thus, if the user has edited the text while closing the case, the edits are reflected on this tab.)

Sync Status Tab

This tab is available only if the Salesforce Integration feature is enabled on the Enable/Disable Features (CS100000) form.

On this tab, you can review the synchronization status of the record. If the record has not been synchronized with Salesforce, you can initiate the synchronization process by clicking the Sync to Salesforce button. For more details, see Overview of Synchronization with Salesforce.

Table 10. Table Toolbar
The table toolbar includes standard buttons and buttons that are specific to this table. For the list of standard buttons, see Table Toolbar. The table-specific buttons are listed below.
Button	Description
Sync with Salesforce	Synchronizes the data with Salesforce. This button is available if the Salesforce Sync data provider is marked active on the Data Providers (SM206015) form and only for entities listed on the Salesforce Sync (SF205020) form.

Table 11. Table Columns
Column	Description
Data Provider	The data provider used for data synchronization with the external system.
Ext. Ref.	The external reference to the corresponding synchronized record in the external system.
Status	The synchronization status of the record. The following options are available: Modified Locally: The record was modified in MYOB Acumatica, and then the data was synchronized with the external system. Modified Externally: The record was modified in the external system, and then the data was synchronized with MYOB Acumatica. Synchronized: The record was created or deleted in one of the systems, and then the data was synchronized with the other system.
Operation	The operation that modified the record data. The following options are available: Update, Insert, and Delete.
Error	The error message displayed for this record if synchronization has failed.
Latest Attempt	The date and time of the latest synchronization attempt.
Import Scenario	The import scenario used for importing this entity's data from the external system.
Export Scenario	The export scenario used for exporting this entity's data to the external system.