Cases
Only team members have permission to view the case, so ensure that case owners are members of the appropriate teams. If the administrator has enabled email notification, then case owners receive an email whenever a case is assigned to them.
To create a case, enter the following information:
- Priority. From the drop-down list, specify the urgency of the problem.
- Status. From the drop-down list, specify the current status of the problem such as New or Closed.
- Subject. Enter a brief statement of the problem.
- Team. Select a team that is allowed to view the case; click Select to choose a team from the Team list.
- Assigned to. Specify an individual to take ownership of the case.
- Account Name. Enter the name of associated account or click Select to choose the account.
- Description. Enter a clear description of the problem.
- Resolution. Enter the results of the investigation into the problem.
Click Save to save the record.
Click Cancel to exit the page without saving the record.
Click View Change Log to track changes to the record over time.