Case (form)

Article
05/05/2014

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.

Tasks that use this form

Create a case

Add details to a case

Close a case

Navigating the form

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

Tabs (Action pane)

Tab	Description
Case	View or modify information about the selected case.
General	View or modify general information about the selected case.

Tabs (lower pane)

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.

Buttons (Action pane)

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.

Buttons (lower pane)

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.

Fields

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.