About the Cases Form

The Cases service is the primary entry point for the Case Management application. It stores all relevant information related to a case, including assignments, costs, and current status.

Top Area

Title (required)

The descriptive name of the case.

Parent

If this case is part of a broader case that is being tracked separately, this field specifies that parent case. It links to another record in the Cases service.

Status

The current status of the case. This drop-down list displays the options from the Case Statuses service. See 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 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 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 About the Case Types Form for more details.

Company

The name of the contact company who submitted the case.

Contact

The name of the contact person who submitted the case.

Summary (required)

A summary description of the case.

Assignees Tab

The 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 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 for information on using Contact Log records in Aptify. If a user created a new case using the New Case wizard, 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 About the Case Costs Form for more details. In addition, this tab includes the following fields:

Approved By Company

This option tracks whether the costs listed on this tab have been approved by the company. This option does not drive other system functionality but can be used by an organization for tracking purposes.

Approved By Client

This option tracks if the costs listed on this tab have been approved by the client. This option does not drive other system functionality but can be used by an organization for tracking purposes.

Details Tab

Case Report Method (required)

Specifies how the case was reported. This drop-down list displays records from the Case Report Methods service. See About the Case Report Methods Form for more details.

Recorded By (required)

The name of the person who recorded the case. This field links to the Employees service.

Date Recorded

The date that the case was recorded. This field defaults to the current date for new records. For new records created using the New Case wizard, this field includes the time as well.

Date First Responded

The date and time that a representative first responded to or acknowledged receipt of the case to the submitting person/company. Users can add a Response Time field to a list view of Cases that automatically displays the response time in minutes to this case (by comparing the Date Recorded with the Date First Responded).

Alternate Contact Name

The name of the alternate contact if the primary contact (identified in the top area) is unavailable.

Alternate Contact Phone

The phone number for the alternate contact.

Description

A detailed description of the case.

Special Needs

This field tracks any special requirements for the case.

Auto Updated Manager

This field is reserved for future use.

Auto Updated Primary Assignee

This field is reserved for future use.

Auto Updated External

This field is reserved for future use.

Did Not Know #

Specifies if a customer did not know his or her customer number when submitting a new case. This field is useful for tracking statistics on how frequently a customer does or does not know the customer number.

Location Tab

For cases that require an on-site visit, this tab stores information about the customer’s location that can be provided to the field representative.

Closest Cross Street

The closest cross street for the customer’s location.

Specific Location

The exact destination for the field representative when visiting a site.

Restricted Access To Property

This field stores additional information for the field representative of things to be aware of when visiting the site.

Customer Availability

This field stores any additional comments about the customer’s availability to meet the field representative.

General Tab

Source

Specifies the source of the case, such as internally generated or externally generated. This field links to the Case Reporters service. 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.

Manager (required)

The name of the manager who oversees this case. This field links to the Employees service.

Assignment Section

Type of Assignment

Specifies to whom the case has been assigned (to an internal resource or to an external partner). Standard options are Internal, External, or Not Assigned.

Date Assigned Internal

If assigned internally, this field specifies the date the case was assigned to the Primary Internal Assignee.

Primary Internal Assignee

If assigned internally, this field specifies the employee who was assigned the case.

Primary Assignee Role

This field specifies the role of the primary assignee. This drop-down list displays the options from the Case Roles service. See 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.

External Company

If assigned externally, this field specifies the company to which the case was assigned. This field links to the Companies service.

External Contact

If assigned externally, this field specifies the contact person at the External Company to whom information about this case should be sent.

Closure Section

Closed By

Specifies the employee who closed this case. This field links to the Employees service.

Result

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 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 About the Case Reasons Form for more details.

Timeline Section

Date Reported

Specifies the date on which this case was reported. This field defaults to the current date for new records.

Est. Start Date

The estimated start date for when the primary assignee will begin working on this case.

Date Started

The actual start date when the primary assignee started working on this case.

Est. Completion Date

The date when work on this case is expected to be complete (in other words, the date when the case is expected to be closed).

Date Closed

The date the case was actually closed.

Related Issues Tab

The Related Issues tab lists all issues related to this case. See About the Related Issues Form for more details.

Satisfaction Tab

Date Surveyed

The date the customer contact was surveyed concerning his or her experience working with the organization on this case.

Satisfaction Rating

A numerical value that represents how satisfied the customer is with the work performed for this case.

Case Survey Method

Specifies how the customer was surveyed by the organization. This drop-down list displays the options from the Case Survey Methods service. See About the Case Survey Methods 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 About the Case Satisfaction Levels 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.

Summary Tab

Estimated Hours (read only)

This field is the sum of the Estimate Hours field for all of the Tasks records linked to this case. See Managing Tasks for information on using Tasks in Aptify.

Actual Hours (read only)

This field is the sum of the Actual Hours field for all of the Tasks records linked to this case. See Managing Tasks for information on using Tasks in Aptify.

Hours Variance (read only)

This field is the difference between the Actual Task Hours and the Estimated Task Hours. If the Actual Hours is greater than the Estimated Hours, the Hours Variance is negative. If the Actual Hours is less than the Estimated Hours, the Hours Variance is positive.

Budgeted Cost (read-only)

This field is the sum of the Budgeted field for all of the Case Costs sub-type records linked to this case. See 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 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  Managing Tasks for information on using Tasks in Aptify. If a user created a new case using the New Case wizard, 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.