Purpose: This table is used to manage The Support Cases table manages external customer support requests. It is set up to be accessed by configured for the Customer group and the Base Technical Group.
End User Record Submission
Customers may create support cases using the tab in the end user interface or by sending an email (once an inbound email address is set up). When a customer submits a support case, the contact information fields automatically populate based on the details in his/her the user's record. If the user record doesn't contain a value in the Customer Name or Email fields, the customer will be required to must enter a value in those fields manually. The Type of Issue is set by default to Question. If the customer changes it to Installation Issue or Bug, they will be required to fill out the Steps to Reproduce field is required. The case is assigned by default to the Support Team and the default status is Open.
Technician Record Submission
Staff members may also submit support cases on behalf of a customer, associating the customer with the case. If an internal staff user creates a case, he may assign it directly to an individual or a team other than the Support Team and may set its starting status to Open, Assigned, or Closed. When the record is created, emails are sent to the customer acknowledging receipt of the support case and to the assigned team (or person) telling them the case has been assigned to them.
If a Support Staff technician creates a record in a status of Closed (because they spoke with the customer over the phone and resolved the issue), an email is sent to the customer telling them how to reopen their case. Workflow actions send these emails automatically, but staff users can override them if given permission to override workflow actions.
Additional Processing of Records
When a technician works on a case, if he needs more information from the customer in order to take further action, he can set the status to Sent to Customer. This will automatically send an email to the customer requesting further information and include the content of the Additional Notes field, an append-only field that is used to communicate with the customer. The email includes a hyperlink for the customer to click to login to edit the case directly.
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By default no escalation rules are set up for the Support Case table.
Ownership
Records in this table are " owned " by the individual customer. This means each record is associated with a particular customer login and no other customers will be able to edit that record, though members of the Customer Manager group can view all records submitted by other people at their company.