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4. New Case Creation

New Case Creation. 

To create a new case, navigate to Case Menu >> New Case. New Case page will be displayed. 

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Create Case by Asset: 

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  1. Asset Name: To select Asset name to create Case.
  2. Add Asset: To add the selected Asset name to create Case. User can select the Asset from the existing list of Assets. 

 

Create Case by Location: 

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  1. Location: To select the specific location, building, floor, room to create Case.
  2. Asset Name: To select the Asset name of the selected Location to create Case. 

 

Other Parameters of Case Creation: 

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  1. Case Subject: This drop down is to select Case subject. Based on the Asset / Location the User selects, list of Case subjects will be displayed in the Case subject drop down.
  2. Associated fields: Based on the pre-requisites, the Case type, case sub type, priority, urgency, case source field values will auto populate on selecting the Case subject.
  3. Case Description: To key in the Case description.
  4. Requester Details: To key in the requester details. I.e., Requester name, email id, contact number and cc email.
  5. SLA: Response and Resolution SLA will get auto populated based on the SLA configuration on selecting the Case type.
  6. Case Owner: Case owner auto assignment will work based on the Case owner auto assignment configuration.
  7. Case Link: To link the Case with other Case.
  8. Documents: To attach the document related to case creation.
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