Overview
Use the Cases module to track and manage services-releated problems reported by your users and customers.
After you create a case, you can associate it with related bugs.
Creating Cases
You can create cases in Sugar and you can also import them into Sugar as a comma-delimited, tab-delimited, or custom delimited file. To import cases, select Import Cases from the Cases Actions bar. For more information on importing data, see Importing Data.
To create a case
Follow the steps listed below to create a case:
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Select Create Case.from the Actions bar on the Cases tab
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or, Click the Create icon on any page within the Cases module.
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Enter information in the following fields on the Cases page:
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Priority. Specify the urgency of the problem from this drop-down list.
Status. Specify the current status of the problem, such as New or Closed, from this drop-down list.
Type. Select Administration, User, or Product from this drop-down list if you want to categorize the case.
Subject. Brief statement of the problem.
Account Name. Name of associated account or click Select to choose the account.
Description. Description of the problem.
Resolution. Results of the investigation into the problem.
Specify the following information in the Other section:
Assigned to. Name of the individual you want to assign to the record or click Select to choose from the User List. By default, this record is assigned to you.
Case owners receive an email whenever a case is assigned to them if the administrator has enabled email notification.
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Click Save to save the case; click Cancel to exit the page without saving the case.
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This displays the Case Detail View page. Create new bugs for the case or associate it with existing bugs on this page. For more information on creating bugs, see To create a bug. You can also associate the case with new or existing records such as contacts and activities.
Managing Cases
Managing Cases includes tasks such as editing, deleting, importing, and exporting records.
To manage Cases
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To sort a list view, click any column title which has the
 icon beside it; to reverse the sort order, click the column title again. |
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To edit or delete information related to multiple accounts, select multiple records in the Cases List View and click the Mass Update link in the Actions drop-down list. For more information, see Editing and Deleting Multiple Records.
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To view the details of a case, on the Cases home page, click on the case name in the list. This displays the Detail View page.
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To edit the case details, click Edit on the Cases Detail View, update the information, and click Save.
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To import records, select Import Cases from the Actions bar on the Cases tab. For more information on importing data, see Importing Data.
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To export information on one or more cases, select them in the Case List sub-panel on the Cases Home (List View) page, click the Export ink in the Actions drop-down list, and export them as described in Exporting Data.
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To merge duplicates, select the records from the Cases List View, click the Merge link from the Actions drop-down list, and follow the process described in Merging Duplicate Records.
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To duplicate a case, click Duplicate on the Cases Detail View page. Duplication is a convenient way of creating a similar case. You can modify the information in the duplicate record to create a new case.
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To find duplicates, click Find Duplicates on the Detail View page.
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To delete a case, click Delete on the Detail View page.
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To track changes to the case over time, click View Change Log on the Detail View page.
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To create or edit related records in a sub-panel, see To manage related information in sub-panels.
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To archive a related email, scroll down to the History sub-panel in the Detail View, where related emails are listed, click Archive Email. This displays the Create Archived Emails page. Copy and paste information related to the email into this page and save it for your records.
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