The Case record form stores key information about a support or service request for a customer.
In the ribbon, available actions are displayed for the current Case record, such as deactivating the record, deleting the record, or running a report. The actions available depend on your security role and permissions.
Record forms have tabs that allow the user to move between different data elements of the record. On the Case record, you’ll see the following tabs:
- General – Displays details about the customer support or service needed, such as a description, priority and severity of the reported issue, customer and contact details, and information concerning the eventual resolution. The Timeline stores historical notes and activities against the record. For more information, see Timeline | EvergreenWorx.
- Activities – Provides the capability of capturing and tracking communications related to the management of the Case. For more information, see Activities | EvergreenWorx.
- Related – Other related items, such as Record Audit History.
The record status indicates whether the Case is still New, In Progress, Pending (possibly awaiting further information from the customer), or Resolved.