Case form settings
If you can handle a case form, you may modify how your case system functions by changing specific options.
To configure or change settings for a case form, click the Settings tab of your case form.
On the General tab, you can configure some of the main parameters of your case form. You can change the name and item type, as well as configure how titles appear on each case form:
- Case name - this field shows the current name of the case system. It is possible to change the name.
- Item type - the type of cases that are managed in the case system. You can rename the item type here.
- ID prefix - The prefix for case IDs generated in this system. For example, if you use IT, cases will be numbered IT-001, IT-002, and so on.
- Configure form title - specify a format that is used to auto-generate titles on each case form.
Configuring form titles
To configure form titles, click the Add button (+) and arrange default system fields or form fields in the order you want, and then click Save. Based on this format, titles are auto-generated and are displayed on top of each case form.
Configuring custom statuses
Statuses indicate the progress of a case in a workflow. On the Workflow tab of your case form, you can view all the default system statuses that are in use.
- New - assigned to all new cases that are not yet progressed
- In progress - assigned to all cases that are in progress
- Done - assigned to cases for which actions were taken and resolved
- Closed - assigned to all cases that don’t need any further action
- Reopened - assigned to cases that are reopened for resolution after closure
Creating a custom status
In addition to these default statuses, you can also create custom statuses. Custom statuses allow for detailed tracking of cases that are in progress. However, they can only be created under the In progress category.
To create a new custom status, click the Add a custom status button under the In Progress section, and enter a name for the status. You can create multiple custom statuses and reorder them according to your workflow. After making these changes, click Save.
To delete a custom status that you no longer need, click the Delete button next to a status. However, if there are cases mapped to this status, you will not be able to delete it. You will have to reassign these cases to a different status before deleting them.
Priority indicates the urgency to resolve a case. Setting a priority allows you to manage and track your cases efficiently.
For example, if there are cases that are of a higher priority, you can set their priority to High or Critical. Critical cases are easily identifiable and therefore easier to track.
On the Optional tab, you can turn on or off priority for the entire case form.
When you turn off priority, the Priority field will be hidden across the case system in:
The field is hidden even if it was used to set up any of the above-mentioned features.
For instance, if you created a filter that used priority when you turn it off, the filter will no longer consider a priority to filter cases.
Also, If you have used priority to define validations or create expressions in a form field, you will not be able to turn off a priority. You will have to clear these dependencies first.
Enabling this setting lets you allow roles with initiate and manage permissions to start watching cases. Watchers receive notifications on case updates.
On the Security settings tab, you can restrict flow and field permissions.
By default, all other flows in your account are able to find values in your case form. If you want to restrict this, select Choose flows that can look up this case system and type the flows you want to grant access to the case system. To remove a flow, click the Remove button next to the flow name. Click Save when finished.
You can also restrict which fields are able to be looked up. You can also restrict the fields that can be looked up by other flows.