Updating a Case
This guide will outline how to update a Case directly (Linking a contact , Linking related objects, updating status). If you are looking to Add Notes to a Case or Set a Task on a Case or Transfer to a new owner please click on the relative link
Initial search
This guide assumes you are in the associated Case. If this is not the correct please Search for the Case first: Completing a Search
Linking to a contact
Cases always relate to an individual and therefor cases should always link to an associated contact record. Even if you are dealing with an organisation you should be communicating with an individual inside it. To link or change a contact please follow the steps below:
Locate the contact name field
Click on the pencil to edit this
Remove the existing contact (if there is one)
search for the contact
You can search by any field on the contact then search by the hourglass, I typically recommend searching by the email address or the member number as unique identifiers. Select the contact once identified.
Save the changes
Linking related objects
Look on the right hand side of the window for the "Other Record Links"
Click on any of the pencils and search for the thing you are after
search for the related record
You can search by any field on the record then search by the hourglass, I typically recommend searching by unique fields
Save the changes
Updating the status of a case
Go to the case details
Click on the pencil next to the status
Change the status to match the current status of the case
Make sure the status you set reflects the current situation, statuses will help you sort through the open cases assigned to you
- New: Case is new and there has been no action yet
- In Progress: You are currently working on the case
- Waiting for Customer: You have emailed or called the customer and are waiting for their response
- Response Received: Automatically updated by the system when the customer replies via email
- On Hold: You have placed the case on hold while you wait for some clarification
- Escalated: You have escalated the case as a high priority and use this setting to highlight urgency
- Closed: Case is complete and does not need to remain open.
Make any other changes required
Save the changes
