Case

Internal ID: supportcase

Supports Custom Fields

Fields

Internal ID Type nlapiSubmitField Label Required Help
assigned select true Assigned To false Select an employee to assign this case to. To add an employee to this list, go to Lists > Employees > Employees, and click Edit next to the employee's record. Click the Human Resources subtab, check the Support Rep box, and click Submit.
autoname checkbox false Auto false This field is available only if you are allowed to override automatically generated numbers for cases. Clear this box to make the Number field editable rather than auto-generated.
casenumber identifieranycase false Number false If you use auto-generated numbering, this number is automatically assigned to give the case a unique identifier. You can use this case number to quickly access this case using the case search or the Global Search field.
category select true Type false Select the kind of issue the individual or company is reporting. By default, you can choose from problem, question or concern. Someone with permission can add to this list by going to Setup > Support > Case Types > New.
company select false Company true Select the company or individual this case pertains to. All companies or individuals that you have customer, lead, prospect, employee or partner records for will appear here.
companyname text false false
contact select false Contact false Select the contact who is reporting this issue. This list shows contacts associated with the company selected above. To add to this list, go to the customer or company record you need to add to, and click the Contact subtab.
createddate datetime false Created Date false The date and time that this case record was first created shows in this field.
customform select false Custom Form true This field will show your default case form. If you select another form, this page will change to that form. If you select New, you will go to the Custom Entry Forms page to customize or edit current forms. If you customize a current form, it will save as a separate custom form, and that form will be added to this list on new case records.
email emails true Email(s) false Enter the individual or company contact's email address. You can enter multiple email addresses separated by commas or semicolons. If you check the Email reply box, your response is emailed to these addresses.
emailemployees select false Copy Employees false Select other employees whom you would like to send information on this case to. Press and hold CTRL to select more than one name. An email notification with the case's details is sent to these employees when you save this record. Check the Email Reply box to send case messages to both the customer and the employees selected here.
emailform checkbox false Send to Customer false Check this box to email your reply to the customer's email as entered in the Email field above. When editing a case, you can also send email to customers or employees using the Email button on the Messages subtab.
enddate datetime false Date Closed false The date and time when the case was closed.
escalationmessage textarea false Escalation Message false Enter a message that will be e-mailed to the person you are escalating this case to. The customer does not receive a copy of this e-mail message. The message is not stored in the case record.
eventnumber text false false
externalid text false ExternalId false Returns the case's external ID, if one is assigned.
helpdesk checkbox true Help Desk false Check this box if this case is internal and is being submitted by or for an employee. Help desk cases are not included in Customer Service reports.
inboundemail email false Inbound Email Address false If this case was submitted by email, this field displays the email address to which the case was sent to submit the case. For example, if you use two support email addresses, support@yourcompany.com and help@yourcompany.com, this field shows which address was used. The email address the customer sent the message from displays in the Email field.
incomingmessage textarea false Message false If this case was submitted by a customer, the customer's most recent message appears here. If you are creating this case, enter the problem or question here. If you change the customer or company who submitted this case, the last message remains, even if it is from the previous company. To view all past messages, click View History on the Messages subtab.
insertsolution select false Insert Solution false Add a solution to this case in one of the following ways: * Enter the first few letters of the solution title, and press Tab. * Click List to select the solution from a list. * Click Search to search for a solution. * Click New to create a new solution.
internalonly checkbox false Internal Only false Check this box if you do not want your reply to be seen by customers. Only people in your company who view this case record can see your internal message. When editing a case, you can also send email to customers or employees using the Email button on the Messages subtab.
isinactive checkbox true Inactive false Check this box if you want to remove this case from the cases list. To view inactive cases, you can check the Show Inactives box at the bottom of the list.
issue select true Case Issue false Select the kind of issue this case pertains to. To create new support issues, go to Setup > Support > Case Issues. Click New, and enter the name and description.
item select false Item false Select the product or service this case pertains to. To offer support for an item, go to Lists > Accounting > Items, click the name of the item you want, click Edit and check the Offer Support box.
lastmessagedate datetime false Last Message Date false The date and time of the last message received or sent relating to the case.
lastmodifieddate datetime false Last Modified Date false The date and time when the case was last worked on. This field updates automatically when a message is received from a contact and when a message is submitted to a contact.
lastreopeneddate datetime false Date Last Reopened false The date and time when the case was last changed from Closed to Re-opened.
messagenew checkbox false New Message false Check this box to add a new message from the customer. This might be needed if the customer calls in and his or her question needs to be documented. When you check this box, Message field clears so that you can enter the new message. If the box isn't checked, the customer's most recent message shows in the Message field. All previous messages from and to the customer are listed on the Message subtab.
module select false Module false Select the product module this case is related to. You can create and edit modules on product records at Setup > Issues > Products.
newsolutionfrommsg textarea false false
origin select true Origin false Select how this case is being reported. Someone with permission can add to this list by going to Setup > Support > Case Origin Types > New.
outgoingmessage textarea false Reply false Use this field to enter a reply to the message. This can be an answer, solution or request for more information based on the information in the Message field. Check the Send Email box to email this reply to the email address saved on this case record. Check the Internal Only box to email this reply only to those selected in the Email Employees field.
phone phone false Phone false Enter the contact's phone number for this case. This phone number can be used by support or IT to follow up on a case.
priority select true Priority false Select the priority of this case. Cases marked high priority should be resolved first. Cases marked low priority should be resolved last.
product select false Product false Select the product this case is related to. You can create and edit product records at Setup > Issues > Products.
profile select false Profile true Select the profile you want to assign to this case. This profile determines the following: * the from name and from email address shown on notification sent for this case * the notification templates used You can create new case profiles at Setup > Support > Case Profiles > New.
searchsolution textarea false false
serialnumber select false Serial/Lot Number false Select the serial number of the item this case is about.
stage text false false
startdate date false Incident Date true Enter, accept or click the calendar to pick the date this case is being reported. This date shows on the Cases list, and the list can be filtered by date. The date also shows on the Case subtab of completed company, customer and solution records.
starttime timeofday false Incident Time true Enter or accept the time that this case is being reported. This time shows under the date on the Cases list. The time also shows on the Cases subtab of completed company, customer, and solution records.
status select true Status true Select the appropriate status for this case. You can create new case statuses at Setup > Support > Case Statuses > New. If the case status is In Progress, the person working on it should be selected in the Assigned To field. If the case status is Escalated, the person whom this case is going to should be selected in the Escalate To field.
subsidiary select false Subsidiary false The subsidiary for the customer associated with this case is displayed here.
title text true Subject true Enter the subject of this case. You can enter up to 256 characters in this field. The subject shows in the second column of the Cases list, and it is a useful way to determine what the case is about. On saved records for individuals or companies who submit cases, the subject appears in the Title column of the Cases subtab. If you use the Knowledge Base feature, the subject also appears on the Cases subtab of completed solution records.

Sublists

escalateto - Escalate To

Internal ID Type Label Required Help
email email Email false Enter the individual or company contact's email address. You can enter multiple email addresses separated by commas or semicolons. If you check the Email reply box, your response is emailed to these addresses.
escalatee select Escalatee true
phone phone Phone false Enter the contact's phone number for this case. This phone number can be used by support or IT to follow up on a case.

timeitem - Time Tracking

Internal ID Type Label Required Help
class select Class false
department select Department false
employee select Employee true
hours timetrack Duration true
id integer false
isbillable checkbox Billable false
isexempt text false
isproductive text false
isutilized text false
item select Service Item true
jobbillingtype text false
location select Location true
memo textarea Memo false
payrollitem select Payroll Item false
timetype select Type false
trandate date Date true

Tabs

Name Label
communication Communication
custom Custom
escalation Escalations
general General
interactions Interactions
time Time
workflow Workflow

Search Joins

Join ID Join Description Actual Join Name
contact Contact Contact
customer Customer Customer
employee Employee Employee
issue Issue Issue
messages Messages Message
transaction Transaction Transaction

Search Filters

Internal ID Type Label
assigned select Assigned To
awaitingreply checkbox Awaiting Support Reply
casenumber text Number/ID
category select Type
closeddate date Date Closed
company text Company
contact text Contact
createddate datetime Date Created
email text Email
escalateto select Escalated To
externalid select External ID
externalidstring text External ID (Text)
formuladate date Formula (Date)
formulanumeric float Formula (Numeric)
formulatext text Formula (Text)
helpdesk checkbox Help Desk
inboundemail text Inbound Email
internalid select Internal ID
internalidnumber integer Internal ID (Number)
isinactive checkbox Inactive
issue select Issue
issuefixedin select Issue Fixed In
issuenumber text Issue Number
issuestatus select Issue Status
issuetype select Issue Type
item select Item
lastmessage checkbox Most Recent Message
lastmodifieddate datetime Date Last Modified
lastreopeneddate datetime Date Last Reopened
locked checkbox Locked
message clobtext Message Text
messageauthor select Message Author
messagedate date Message Date
messagetype checkbox Message Type
module select Module
number integer Number
origin select Origin
priority select Priority
product select Product
profile select Profile
serialnumber text Serial/Lot #
stage select Stage
startdate datetime Incident Date
status select Status
subsidiary select Subsidiary
title text Subject

Search Columns

Internal ID Type Label
assigned select Assigned To
awaitingreply checkbox Awaiting Support Reply
casenumber text Number
category select Type
company select Company
contact select Contact
createddate datetime Date Created
customerstage select Customer Stage
email email Email
enddate datetime Date Closed
escalatee select Escalated To
externalid select External ID
formulacurrency currency Formula (Currency)
formuladate date Formula (Date)
formuladatetime datetime Formula (Date/Time)
formulanumeric float Formula (Numeric)
formulapercent percent Formula (Percent)
formulatext text Formula (Text)
grabref text Grab
helpdesk checkbox Help Desk
inboundemail text Inbound Email
internalid select Internal ID
isinactive checkbox Inactive
issue select Issue
issuenumber text Issue Number
item select Item
lastmessagedate datetime Last Msg. Date
lastmodifieddate datetime Last Modified
lastreopeneddate datetime Last Reopened
lastviewed datetime Last Viewed
locked checkbox Locked
module select Module
origin select Origin
priority select Priority
product select Product
profile select Profile
serialnumber text Serial/Lot #
stage select Stage
startdate datetime Incident Date
status select Status
subsidiary select Subsidiary
title text Subject