Create case processes and categories
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
Applies To: Microsoft Dynamics AX 2012 R3, Microsoft Dynamics AX 2012 R2, Microsoft Dynamics AX 2012 Feature Pack, Microsoft Dynamics AX 2012
Before you start to create cases, you must set up case processes and case categories.
For audit cases, you might want to set up user-defined case grouping criteria. By default, audit policy violations are grouped by document type and audit policy rule, and each group of violations forms a single audit case.
Create a case process
Click Sales and marketing > Setup > Cases > Case processes.
–or–
Click Organization administration > Setup > Cases > Case processes.
Click New to create a new case. To copy an existing case, click Functions > Copy from, and then in the Copy from form, on the General tab, select the process that you want to copy.
Enter a name and a description for the case process and select the process type.
Click the Actions button and select whether to create a level or activity for the process.
A level is a set of steps to follow when you are working with a case. An activity is a task that is associated with a level.
Enter information about the level or activity that you are adding to the case process.
On the General FastTab, in the Responsibility and Responsible fields, select the role and the worker assigned to the level or activity that you are creating. You can also enter any applicable notes in the Notes field.
On the Responsibilities FastTab, add any other responsibility types that will be involved in completing the case process, and remove any that no longer apply.
If you are creating a second-level or child case process, on the Exit criteria FastTab, select whether to check for required activities when the case process is completed.
After you create the process, you can save it as a template for other processes by clicking Functions > Save as template.
Customize case grouping criteria for audit cases
Click Compliance and internal controls > Setup > Audit > Case grouping criteria.
Select the document type to create case grouping criteria for.
In the Grouping criteria field, select Document attributes.
In the Available fields list, select the fields to group audit cases by, and then click the arrow button to move the fields to the Selected fields list.
Create a case category
Click Sales and marketing > Setup > Cases > Case categories.
–or–
Click Organization administration > Setup > Cases > Case categories.
Click New > Case category.
Enter a name and a brief description of the category and select the category type.
Select a worker to be the default owner of the category and the department where the worker works.
Select the e-mail type and questionnaire to use for follow-up for cases that are included in this category.
Select a default case process and service level agreement to associate with the category.
After you fill in the category information, press F5 to refresh the form. The new category appears in the tree.
Create a child case category
Click Sales and marketing > Setup > Cases > Case categories.
–or–
Click Organization administration > Setup > Cases > Case categories.
In the tree in the left pane, select the case that you want to create a child case for.
Click New > Child case category.
Enter a name for the child case category and fill in the remaining fields.
After you fill in the category information, press F5 to refresh the form. The new child category appears in the tree under the parent category.