Open a case

What this is for

Log a customer issue or request so someone can work it (and optionally hang work orders and time on it).

Concepts

Service is always in the product — not a paid module. Cases are tickets. New Case needs a Contact, Subject, Description, Assigned To, Category, and Priority. Contract and Item are optional.

Default category General Cases exists from signup. You can add categories under Company Settings → Service System.

Before you start

• Add a customer with a contact.
• Know who will own the case.

Steps

1. Open Clients → the customer → Cases, or Cases.
2. Click Add Case. You land on New Case.
3. Choose Contact (one or more). Enter Subject and Description.
4. Set Assigned To, Category, and Priority. Optional: Contract, Item.
5. Click Save.

What happens next

Create a work order if technicians need a dispatch. Add a task for dated to-dos. Update a case as they work. Log time on a task for hours. If the ticket belongs to an agreement, you can also Open a case from a contract.

If something looks wrong

• Save will not go. Required fields have a red asterisk (Contact, Subject, Description, Assigned To, Category, Priority).
• No categories. Set case categories and statuses.