Cases

Form ID: (SP401010)

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

In the Modern Customer Portal, this form is used to view and manage support cases, which are integrated with MYOB Acumatica’s case management capabilities.

You can use this form as a starting point to create a case for the portal owner’s support team, use filtering and sorting capabilities to find the cases you need, or track the status of any case. 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 in MYOB Acumatica 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 only standard buttons.

Case Tiles

In this part of the form, you can see tiles representing your company’s support cases with the portal owner. Each tile shows particular data, described below, about the case.


Case Data	Description
Case Number	The number the system assigned to the case.
Status	The status of the case, which is visible in both the portal and MYOB Acumatica. 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.
Reported On	The date and time when the case was created.
Summary	A brief description of the case.
Assigned To	The case’s owner on the support team.
Priority	The internal priority assigned to the case by the portal owner’s support team, which can be Low, Medium, or High.