Update Cases

Form ID: (CR503220)

On this form, you can do the following to mass-update case records:

  • Update the settings of the selected cases (or all cases) by using the Mass Update wizard. To do this, before processing the cases, you select Update Settings in the Selection area of the form.
  • Update the status of the selected cases (or all cases) based on the action that you select. To do this, before processing the cases, you select Execute Action in the Operation box and the needed action in the Action box of the Selection area of the form.

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

Only the cases that do not have the Released status are displayed on this form.

Form Toolbar

The form toolbar includes standard and form-specific buttons and commands. For the list of standard buttons, see Form Toolbar and More Menu. The form-specific commands are listed in the following table.

Button Description
Process

Initiates the update process for the cases that you have selected in the table. When you click this button, one of the following occurs:

  • If Execute Action is selected in the Operation box, the Details dialog box opens, where you specify the reason that you are performing the selected action on the cases and click OK.
  • If Update Settings is selected in the Operation box, the Mass Update wizard opens, which you use to update a setting or multiple settings in the selected cases.
Process All

Initiates the update process for all cases listed in the table. When you click this button, one of the following occurs:

  • If Execute Action is selected in the Operation box, the Details dialog box opens, where you specify the reason that you are performing the selected action on all the cases and click OK.
  • If Update Settings is selected in the Operation box, the Mass Update wizard opens, which you use to update a setting or multiple settings in all listed cases.

Mass Update Wizard

You can use this wizard to update a setting or multiple settings in the processed cases. If you have selected Update Settings in the Selection area of the form, you can open the wizard in one of the following ways:

  • By selecting a record or multiple records in the table and clicking Process on the form toolbar
  • By clicking Process All on the form toolbar

This wizard consists of two pages with the elements and attributes of the cases that you might want to update, and a review page with the changes the system will apply to the selected cases if you click Finish.

Table 1. Mass Update Wizard: Elements PageIn the table on this page, you can select each element whose settings you want to change, enter the new value for each selected element, and proceed to the next page.
Element Description
The table on this page has the following columns.
Included An unlabeled check box that you can select to cause the system to insert the value you specify for this element in all processed cases.
Name The name of the element whose value you can update in the processed cases if you select the unlabeled check box and specify a new value.
Value The value that will be applied to the element in the processed cases if the element is selected.
To proceed, you click one of the following buttons.
Next Goes to the next page of the wizard.
Cancel Closes the wizard and cancels any changes.
Table 2. Mass Update Wizard: Attributes Page

In the table on this page, you can select an attribute or multiple attributes, enter the value for each selected attribute, indicate whether the attribute is required, and proceed to the next page.

This page appears if cases included in the processing are belong to the same case class.

If cases included in the processing are belong to different case classes, this page does not appear.
Element Description
The table on this page has the following columns.
Included An unlabeled check box that you select to cause the system to insert the value you specify for this attribute in the processed case.
Name The name of the attribute whose value or state you can update in the processed case if you select the unlabeled check box and specify a new value or state.
Value The value (or state) of the attribute that will be applied to the processed case if this attribute is selected.
Required A check box that you can select to make the attribute required for the selected case.
To proceed, you click one of the following buttons.
Next Goes to the next page of the wizard.
Prev Goes to the previous page of the wizard.
Cancel Closes the wizard and cancels any changes.
Table 3. Mass Update Wizard: Review PageOn this page, you can review the changes you are going to apply to the selected cases.
Element Description
Change area An area where you can view all the changes that you are going to apply to the processed cases.
To proceed, you click one of the following buttons.
Finish Closes the wizard and applies the changes to the processed cases.
Prev Goes to the previous page of the wizard.
Cancel Closes the wizard and cancels any changes.

Details Dialog Box

By using this dialog box, you can specify the status and the owner of the case, as well as specify the reason that you are performing the selected action (which changes the status of the processed cases).

This dialog box is opened when you select the Execute Action operation and then either click Process All on the form toolbar or select one or more cases in the table and click Process on the form toolbar.
Element Description
Reason

The reason that you are executing this action (and thus changing the status of the processed cases).

When you select the Open option in the Action box to change the case's status to Open, you can select one of the following reasons:

  • 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.

When you select the Pending Customer option in the Action box to change the case's status to Pending Customer, you can select one of the following reasons:

  • More Info Requested: A request for additional information has been sent to the customer in order to find a solution to the case.
  • Waiting Confirmation: A solution to the case has been found; 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.

When you select the Close option in the Action box to change the case's status to Closed, you can select one of the following reasons:

  • 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.
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 status and reason of the cases being processed. The system opens the Processing dialog box to show the results of the processing; you can close this dialog box.
Cancel Closes the dialog box and cancels the process of changing the settings of the case.

Selection Area

By using the elements in this area, you can select the operation you want to perform with the cases. which are listed in the table.

Element Description
Operation The operation you can perform with the cases that are listed in the table. You can select one of the following options:
  • Update Settings (default): To update the settings of the selected cases
  • Execute Action: To perform the action selected in the Action box with the selected cases
Action The action that you can perform with the cases that are listed in the table. The box is available only if the Execute Action option is selected in the Operation box. You can select one of the following options:
  • Open: To open the selected cases and assign them the Open status
  • Pending Customer: To move the selected cases to the Pending Customer status
  • Close: To close the selected cases and to assign them the Closed status

Table

This table contains the list of all available cases.

Column Description
Included An unlabeled check box that you select to include the record in processing if you click Process.
Case ID The identifier of the case. The ID is also a link that you can click to open the case on the Cases (CR306000) form.
Subject A description of the case.
Status The status of the case.

This column 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 the case has changed the status. The reason can be one of the following:
  • Unassigned: The new case has not been assigned to an owner.
  • Assigned: The new case has been assigned to an owner.
  • Opened on Portal: The new case was created in the MYOB Acumatica Customer Portal.
  • In Process: The case is being worked on.
  • Updated: The case has been updated with new details or changed settings.
  • In Escalation: The case has been escalated.
  • Pending Closure: The case is ready to be closed by the customer.
  • More Info Requested: A request for additional information has been sent to the customer in order to find a solution to the case.
  • Waiting Confirmation: A solution to the case has been found; the case is ready for closure and is awaiting confirmation from the customer.
  • 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.
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.
Promised The date given to the contact as the date of resolution.
Estimation The estimation of the time required for the case resolution.
Remaining The amount of time required to close the case.
Age The age of the case.
Last Incoming Activity The date of the last incoming activity on the case.
Last Outgoing Activity The date of the last outgoing activity on the case.
Last Activity Date The time of the most recent activity associated with the case.
Last Activity Age The age of the last activity on the case.
Last Modified The date when the last activity was modified most recently.
Class ID The class that the case belongs to.
Business Account The identifier of the customer account, which is also a link to open the business account on the Business Accounts (CR303000) form.
Account Name The name of the business account.
Parent Business Account The name of the parent business account.
Parent Business Account Name The name of the parent business account associated with the case.
Contact The name of the contact, which is also a link that you can click to open the contact on the Contacts (CR302000) form.
Location ID The location of the business account.
Contract ID The contract that is associated with the case.
Description The description of the contract.
Customer The identifier of the customer.
Account Name The name of the customer.
Init. Response The date of the initial response.
Resolution Time The time interval that is planned for case resolution.
Time Spent The total time spent on the case to date.
Overtime Spent The overtime hours spent on the case to date.
Billable Time The number of billable work hours spent on the case.
Billable Overtime The number of billable overtime hours spent on the case.
Workgroup The workgroup assigned to the case.
Owner The user name of the employee assigned to the case.
Created By The name of the user created the case.
Date Reported The date when the case was created.
Last Modified On The date when the case record was last updated.