Case

Form ID: (SP401000)

Who uses this form: An authorized portal user of a company using the Modern Customer Portal.

In the Modern Customer Portal, you use this form to manage an individual support case, which is integrated with MYOB Acumatica’s case management capabilities. You can open this form by clicking a case on the Cases (SP401010) form.

On this form, you can create a case, submit it to the portal owner’s support team, track the status of the case, or communicate with the support team through case messages. Members of the support team view and manage these cases in MYOB Acumatica.

This form is available only if both of the following conditions are met for the portal owner:

The Modern Customer Portal and Case Management features are enabled on the Enable/Disable Features (CS100000) form.
The portal has the Case Management check box selected on the General tab of the Portals (SP701000) form.

Form Toolbar

The form toolbar has standard buttons and the form-specific button described below.


Button	Description
Close Case	Opens the Close Case dialog box. When you click OK, the system: Changes the case’s status to Closed Changes the reason for the status to Closed on Portal Sends a notification about the case closure to the case owner of the support team The button is available when the status of the case is New, Open, or Pending Customer.
New Case	Opens the current form with only default settings filled in so that you can enter details of another case and then submit it. The button is available for the submitted cases.
Submit	Submits the current case and assigns it a unique case number. Also, the system sends an email to the portal owner’s support team notifying them that a new case has been created. The button is available only for a newly entered case—one that hasn't been assigned a status—with required elements filled in.
Reopen Case	Opens the Reopen Case dialog box. When you click OK, the system changes the case’s status to Open. The portal owner’s support team receives an email notification about the case reopening. The button is available for cases with the Closed status.
Send Message	Opens the Send Message dialog box, where you can enter a short title and a message for the support team. When you click Send, the message appears on the Activities tab. The support team receives an email notification about the message. The button is available for the submitted cases.

Table 1. Close Case Dialog BoxIn this dialog box, you can close the case.
Element	Description
Close	Closes the case. The case is assigned the Closed status in both the Modern Customer Portal and MYOB Acumatica. The portal owner’s support team receives an email notification about closing the case.
Cancel	Closes the dialog box without saving any changes.

Table 2. Reopen Case Dialog BoxIn this dialog box, you can reopen a closed case.
Element	Description
Reopen	Reopens the case. The case is assigned the Open status in both the Modern Customer Portal and MYOB Acumatica. The portal owner’s support team receives an email notification about the case being reopened.
Cancel	Closes the dialog box without saving changes.

Table 3. Send Message Dialog BoxIn this dialog box, you can enter and submit a message to the portal owner’s support team. The created message can be viewed in both the Modern Customer Portal and MYOB Acumatica. When the support team receives the email notification, they can view and manage the case in MYOB Acumatica.
Element	Description
Subject	A short title of the message.
Message	A message to the portal owner’s support team describing the issue or request. If you add a message to a case with the Closed status, the case reopens automatically. The portal owner’s support team receives an email notification about the case being reopened.
The dialog box contains the following buttons.
Send	Saves the message and sends it to the portal owner’s support team.
Cancel	Closes the dialog box without saving the message.

Left Pane

This pane includes two sections with information about the case.

Table 4. Case Details SectionThis section contains settings related to the portal’s customer relationship management (CRM) functionality.
Element	Description
Case Number	The ID the system assigned to the case.
Priority	The internal priority assigned to the case by the portal owner’s support team: Low, Medium, or High.
Severity	The severity level, which you enter to indicate the urgency. You can assign to the case one of the following options: Low, Medium (default), High, or Urgent.
Summary	A short description of the case. You must enter a summary before you submit the case.
Case Class	The class of the case, which determines its workflow. For a new case, this box is filled in with the portal’s default class, which is specified on the Portals (SP701000) form. The system populates some elements with the default values of the class, easing data entry. You can select a different class.
Business Account	The name of your company’s business account. The box appears only after the case has been submitted. The system fills in this box with the business account specified on the Contacts (CR302000) form for the portal user. You cannot override this value.
Contract	The contract associated with the business account and the case. You can click the magnifier button and select a contract. The box appears only after the case has been submitted.
Contact	The employee of your company to be contacted about the case. The case creator is inserted by default. You can click the magnifier button and select a different contact.
Status	The status of the case, which the system inserts based on user actions as the case is processed. The box appears only after the case has been submitted. The status can be one of the following: New: The case has been created and submitted in the portal, but no work has been done on it yet. Open: The case is being worked on by the portal owner’s support team. Pending Customer: The portal owner’s support team is waiting for feedback or a response from a portal user. Closed: Your company's problem has been resolved, a solution has been found, or no further work is expected to be done on the case.
Reason	The reason for the status of the case. The box is visible only after the case has been submitted. The case owner (a support team member) assigns this value to the case. Only particular reasons are available for selection, based on the most recent action performed on the case. The reason can be one of the following: Unassigned (default): The new case has not been assigned to the case owner. A case with this reason has the New status. Assigned: The case has been assigned to the case owner. A case with this reason has the New or Open status. Opened on Portal: A portal user reopened a formerly closed case or sent a message for it, which causes it to be reopened. A case with this reason has the Open 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. 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 a portal user. A case with this reason has the Open or Pending Customer status. More Info Requested: The case owner has sent a request for additional information 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 portal user. 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 portal user. A case with this reason has the Closed or Released status. Abandoned: The case has been left without any answer from the portal user 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 your company. A case with this reason has the Closed or Released status.
Assigned To	The case’s owner on the support team. The box appears only after the case has been submitted.
Reported On (Date)	The date when the case was created. When you create a case, the box is empty. When you save the case for the first time, the system automatically enters the current date, but you can override it.
Reported On (Time)	The time when the case was created. When you create a case, the box is empty by default. When you save the case for the first time, the system automatically enters the current time, but you can override it.
Last Activity	The system-inserted date and time of the last update to the case. The box is visible only for submitted cases.

Table 5. Additional Info SectionIn this section, you can view, add, change, or delete attribute values for the case.
Element	Description
Attribute Name	The name of the attribute used for the case.
Attribute Value	The value of the case attribute.

Activities Tab

This tab has a table with the list of activities associated with the case. You can click the row and view the message in the Activity Description area below the table. The area displays the full description provided for the activity selected in the table.

The table toolbar has only standard buttons.

Table 6. Table Columns
Column	Description
Type	The type of the message, which can be one of the following: Message, Event, Chat, Phone Call, or Email.
Summary	A brief description of the case message.
Start Date	The start date and time of the activity.
Created By	The name of the portal user or support team member who created the activity.

Details Tab

This tab contains an area you can use to describe the case more fully. 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.
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.