Case (form) [AX 2012]

Updated: May 21, 2012

Applies To: Microsoft Dynamics AX 2012 R3, Microsoft Dynamics AX 2012 R2, Microsoft Dynamics AX 2012 Feature Pack, Microsoft Dynamics AX 2012

Click Home > Common > Cases > All cases. Double-click the record that you want to view.

Use this form to view or change a case.

If you are using workflow with your case management, you cannot edit any case details after you submit the case to workflow.

The following tables provide descriptions for the controls in this form.

Tab

Description

Case

View or modify information about the selected case.

General

View or modify general information about the selected case.

Tab

Description

General

View or edit general information about the selected case.

Service level agreement

View or edit information about the service level agreement and follow-up details for the selected case.

Notes

View, add, or edit notes that are related to the selected case.

Case log

View, add, or edit case log information.

Associations

View, add, or edit other business entities that are associated with the case.

Knowledge article

View, add, or edit information about knowledge articles that are associated with the case.

Administration

View information about how to create the case.

Button

Description

Case process

View or change the process that is assigned to the selected case.

Change stage

Change the stage of the selected case.

Time recording

View how long the resolution of the case should take. The amount of time is related to the service level agreement for the case.

Start

Open the Start SLA time recording form to start the resolution time tracking for the case.

Stop

Open the Stop SLA time recording form to stop the resolution time tracking or the case.

Recall

Remove the service agreement and all time recordings that have been logged from the case record.

Responsibilities

View or add responsibilities to the selected case.

Make dependent

Assign the selected case to depend on an existing case.

Project

Attach the selected case to an existing billing project or create a new billing project.

Send mail

Send a follow-up email message regarding the selected case.

Questionnaire

View the questionnaire used in the case or view the submitted questionnaire answers.

Transaction log

View or add information about case transactions for the selected case.

Button

Description

Details

View more details associated with the selected item.

Open

Open the selected knowledge article.

Send e-mail

Send the knowledge article in an email message.

Field

Description

Case ID

The identification of the case.

Description

View or enter a brief description of the case.

Name

The name of the case.

Parent case

The parent case that is associated with the selected case, if applicable.

Billing project

The billing project identification if the case is related to an existing project.

Primary contact

View or select the identification of the primary contact for the case.

Category type

The case category type.

Case category

The identification of the case category. This field is automatically filled in when you select the category type.

Department

View or select the department where the primary owner of the case is located.

Employee responsible

View or select the primary owner of the case.

Case process

Select the case process for the case.

Status

View the status of the case. To change the status of the case, click the Update button and select a status.

Priority

View or select the priority of the case.

Case resolution

View or select the resolution for the case.

Service level agreement

Select the service level agreement that is associated with the case.

Status

The status of the service level agreement. This field is automatically filled in when you select the service level agreement.

Compliance

The compliance value after a service level agreement time log entry has been closed. The amount shown in this field is calculated by dividing the sum of time log intervals by the duration of the service level agreement.

Completion date

The date by which the case must be completed.

Start time

The start time that the service level agreement goes into effect.

E-mail ID

View or select the email template that will be used for follow-up communication.

Date/time sent

The date and time that the email message was sent.

Questionnaire

Select the questionnaire to include with the email message.

Contact ID

Select the contact identification of the email recipient.

Date/time answered

The date and time that the questionnaire was answered.

Notes

Enter any additional information about the case.

Created date/time

The date and time that the case was created.

Created by

The identification of the employee who created the case record.

Source type

View or select the source type for the case log.

Source ID

View or select the identification for the selected source type.

Description

View or enter a brief description of the case log source.

Notes

View or enter additional notes about the case log.

Primary

Select this check box if this is the primary association for this case.

Entity type

Select the type of entity that is associated with the selected case.

ID

Select the entity identification.

Name

The name of the entity. This field is automatically filled in when you select the identification in the ID field.

Attempted

Select this check box if you used the knowledge article that is associated with the category that the case is assigned to.

Success

Select this check box if the information in the knowledge article was successful in helping you close your case.

Article ID

The knowledge article identification.

Name

The name of the knowledge article.

Success total

The number of times that this knowledge article has been marked as successful.

Success percent

The percentage of success in closing a case by using this knowledge article.

Type

The type of article.

Opened by

The identification of the employee who opened the case.

Opened date/time

The date and time that the case was opened.

Closed by

The identification of the employee who closed the case.

Closed date and time

The date and time that the case was closed.


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