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Update a case

What this is for

Move the ticket forward: change status, log a call or visit, leave a note or photo — without creating a new case.

Concepts

On the open case, the toolbar is the activity kit. The Activities tab (toolbar Timeline) is the history of those events.

Toolbar Dialog / page What you fill
Status Update Case Status Status. Optional Send Notifications. Button is Send.
Edit Edit Case Same fields as Open a case (contact, subject, assignment, …).
Email Send an Email Subject, Body, optional File and Status. Send. Only if the email module is on.
Phone Call Create a Phone Call Contact, Direction (Incoming / Outgoing), Reason, Notes, optional Status. Save.
Appointment Add an Appointment Contact, Appointment Date, Subject, optional Notes. Save.
Note Create a Notes Title, Body, optional Picture. Save.
Picture Add a Pictures Title, Pictures file, optional Description. Add Picture for more rows. Upload.
Work Order / Task / Timer (other jobs) Create a work order, Add a task, Log time on a task.
Log case log Read-only trail.
Print to PDF PDF The case as a document.

Several dialogs offer Send Notifications when email is on.

Status on a call or email can move the case in the same save. The colored Status icon is the dedicated change.

Before you start

Steps

  1. Open the case (Cases, or the customer → Cases).
  2. To change pipeline stage: Status → pick Status → Send.
  3. To record work: Phone Call, Appointment, Note, or Picture — fill that dialog and Save / Upload.
  4. To write the customer (email module on): Email → Send.
  5. Open Activities (or Timeline) to confirm the event landed.

What happens next

Add dispatch or hours: Create a work order, Add a task, Log time on a task.

If something looks wrong

  • No Email icon. The email module is off.
  • Status does not change. You clicked Send without picking a status, or that status is not active in Service System.
  • The note title looks odd. The dialog is Create a Notes — that is the product wording.