Cases

Cases

What is a Case?

The Cases module contains all the information to manage the issues and the requests from the customers, contacts, organization. It’s even possible to manage by status and priority level.

The Cases module is based on tickets: it represents a customer request and it is linked to other VTEDDY records (ex: product, activities, contact/organization, etc). Tickets might be used as well for company internal requests (for example, the management of non-compliances).

To create a new ticket, from Cases click on +. From a specific record click Add Cases.

Fields	Description
Priority	The assistance group assign a priority to every ticket in order to have a solving order.
Severity	Urgency of solving based on the importance of the customer.
Category	Ticket type: complaint, technical trouble, etc.
Linked to	Relate the ticket to an organization, a contact, etc.; creating the ticket from a existing record generates automatically the connection.
Status	Stage of the ticket: open, solving, closed, etc.
Hours	Solving time in hours.
Days	Solving time in days.
Project plan	You can relate the ticket to a project.
Project task	You can relate the ticket to a task.