Statuses

The Statuses section allows you to edit and create new Statuses that can be used for Records and Cases. By default, we include the Status New, Open, and Resolved.

Each status will have the following properties:

• Title - Title of the Status.
• Default - Determines whether a Status will automatically be given to a Record or Case.

Severities

The Severities section allows you to edit and create new Severities that can be used for Records and Cases. By default, we include the Severity levels of Low, Medium, and High. If you wish to establish a more granular system, this page allows for the customization of these properties.

Each Severity's Status will have the following properties:

• Title - Title of the Severity
• Level- The corresponding Level of the Severity, the higher the number the higher the Severity

Cases Nomenclature

This functionality allows a tenant to change the terms "Cases and "Records" to another term that may suit their project more accurately. Whichever the default setting of each of these is set to will determine what terms are used as shown below.

There is the ability to add new terms or to amend existing ones, including functionality such as resetting a default, creating, deleting and editing.

If a user logs in for the first time and does not have any items set up in their Cases and Records list, then "Case" and "Record" will be automatically added and set up as the default.

As these are called post login a user must log out and back in again for the changes to take affect on the system. No items will change until this has been done.

Affected Area Field Location

The built-in Affected Area field is shown on the right sidebar while processing a case. However it can be moved to the middle of the Case Processing screen by enabling the "Display the Area Select in the Case Details Header" feature on the Settings tab of the Configuration page in Cases. This is especially useful for customers with longer Area names, or those with an Area hierarchy including multiple layers, as it gives more room to display the full name without cutting any text off of the screen.