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The current status of the case. This drop-down list displays the options from the Case Statuses service. See “Case Statuses Form” for more detailsfor more About the Case Statuses Form for more details.
Priority
The current priority of the case. This drop-down list displays the options from the Case Priorities service. See “Case Priorities Form” for more detailsfor more About the Case Priorities Form for more details .
Category
The case’s category. This drop-down list displays the options from the Case Categories service. See “Case Categories Form” for more detailsfor About the Case Categories Form for more details .
Type
The case’s type. This drop-down list displays the options from the Case Types service. See “Case Types Form” for more detailsfor more About the Case Types Form for more details .
Company
The name of the contact company who submitted the case.
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A summary description of the case.
Assignees Tab
The assignees Assignees tab lists all employees assigned in some capacity to this case. This is in addition to the Primary Assignee specified on the Cases form’s General tab. See “Case Assignees Form” for more details 61 for more information About the Case Assignees Form for more details.
Attachments Tab
The Attachments tab lists any files relevant to the case.
Comments Tab
The Comments tab stores any additional information relevant to the case.
Contact Log Tab
The Contact Log tab lists any contact logs related to the case. Contact Log records opened from this tab automatically link to the Cases record. See Managing the Contact Log Service chapter in the Aptify Customer/Member Management Guide for Servic for information on using Contact Log records in Aptify. If a user created a new case using the New Case wizard, then the wizard created a Contact Log record for the case automatically based on the information entered in the wizard. See About the Wizard-Generated Contact Log and Tasks Records
Costs Tab
The Costs tab lists all costs records related to the Cases record. See “Case Costs Form” for more detailsfor more details About the Case Costs Form for more details. In addition, this tab includes the following fields:
Approved By Company
This check box option tracks if whether the costs listed on this tab have been approved by the company. This field option does not drive other system functionality but can be used by an organization for tracking purposes.
Approved By Client
This check box option tracks if the costs listed on this tab have been approved by the client. This field option does not drive other system functionality but can be used by an organization for tracking purposes.
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Specifies how the case was reported. This drop-down list displays records from the Case Report Methods service. See “Case About the Case Report Methods Form” for more detailsfor more details Form for more details.
Recorded By (required)
The name of the person who recorded the case. This field links to the Employees service.
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Specifies the source of the case, such as internally generated or externally generated. This field links to the Case Reporters service. See “Case Reporters Form” for more detailsfor more details About the Case Reporters Form for more details.
Reviewed By
The name of the employee who reviewed this case before closing it. This field links to the Employees service.
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This field specifies the role of the primary assignee. This drop-down list displays the options from the Case Roles service. See “Case Roles Form” for more details 70 About the Case Roles Form for more details.
Date Assigned External
If assigned externally, this field specifies the date the case was assigned to an external resource.
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Specifies the end result for this case (such as Success or Failure). This drop-down list displays the options from the Case Results service. See “Case Results Form” for more detailsfor About the Case Results Form for more details .
Reason
Specifies the reason why the case was closed. This field links to the Case Reasons service. See “Case Reasons Form” for more detailsfor About the Case Reasons Form for more details .
Timeline Section
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The Related Issues tab lists all issues related to this case. See “Related Issues Form” for more detailsfor more details About the Related Issues Form for more details.
Satisfaction Tab
Date Surveyed
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Specifies how the customer was surveyed by the organization. This drop-down list displays the options from the Case Survey Methods service. See “Case About the Case Survey Methods Form” for more detailsfor more details Form for more details.
Case Satisfaction Level
Specifies the customer’s overall satisfaction level with the customer service provided for this case. This drop-down list displays options from the Case Satisfaction Levels service. See “Case About the Case Satisfaction Levels Form” for more detailsfor more details Form for more details.
Satisfaction Notes
This field stores any additional comments concerning the satisfaction rating for the case.
Sub-Cases Tab
The Sub-Cases tab lists all sub-cases related to the Cases record. A sub-case has the current case listed as its Parent.
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This field is the sum of the Estimate Hours field for all of the Tasks records linked to this case. See the Tasks chapter in the Aptify Customer/Member Management Guide for Managing Tasks for information on using Tasks in Aptify.
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This field is the sum of the Actual Hours field for all of the Tasks records linked to this case. See the Tasks chapter in the Aptify Customer/Member Management Guide for Managing Tasks for information on using Tasks in Aptify.
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This field is the sum of the Budgeted field for all of the Case Costs sub-type records linked to this case. See “Case Costs Form” for more detailsfor About the Case Costs Form for more details .
Actual Cost (read only)
This field is the sum of the Actual Cost field for all of the Case Costs sub-type records linked to this case. See “Case Costs Form” for more detailsfor more About the Case Costs Form for more details .
Cost Variance (read only)
This field is the difference between the Actual Cost and the Budgeted Cost. If the Actual Cost is greater than the Budgeted Cost, the Cost Variance is negative. If the Actual Cost is less than the Budgeted Cost, the Cost Variance is positive.
Tasks Tab
The Tasks tab lists any tasks related to the case. Tasks records opened from this tab automatically link to the Cases record. See the Tasks chapter in the Aptify Customer/Member Management Guide for Managing Tasks for information on using Tasks in Aptify. If a user created a new case using the New Case wizard, then the wizard created a Tasks record for the case automatically based on the information entered in the wizard. See About the Wizard-Generated Contact Log and Tasks Records.