Sugar Community Edition User Guide

Version 5.0

Cases Module

Use the Cases module to track and manage problems with your services that are reported by your users and customers.

After you create a case, you can associate it with a one or more related bug.

To create a case

1.

In the Shortcuts menu, click Create Case.

2.

On the Cases page, enter information in the following fields:

Priority. From the drop-down list, specify the urgency of the problem.

Status. From the drop-down list, specify the current status of the problem such as New or Closed.

Subject. Enter a brief statement of the problem.

Assigned to. Specify an individual to take ownership of the case.

If the administrator has enabled email notification, then case owners receive an email whenever a case is assigned to them.

Account Name. Enter the name of associated account or click Select to choose the account.

Description. Enter a clear description of the problem.

Resolution. Enter the results of the investigation into the problem.

3.

Click Save to save the case; click Cancel to exit the page without saving the case.

The case detail page displays on the screen. On this page, you can create new bugs for the case or associate it with existing bugs. For more information on creating bugs, see “Bug Tracker Module” on page 60.

You can also associate the case with new or existing records such as contacts and projects.

To manage cases

•

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.

•

To edit or delete some or all cases, use the Mass Update panel as described in “Editing and Deleting Multiple Records” on page 20.

•

To export records, click the Export link and follow the process described in “Exporting Data” on page 180.

•

To merge duplicates, click the Merge Duplicates link and following the process described in “Merging Duplicate Records” on page 22.

•

To view the details of a case, on the Cases home page, click on the case name in the list.

•

To edit the case details, click Edit on the detail page, make the changes and click Save.

•

To duplicate a case, click Duplicate on the detail page

•

Duplication is a convenient way of creating a similar case. You can change the information in the duplicate record to create a new case.

•

To find duplicates, click Find Duplicates on the detail page.

•

To delete a case, click Delete on the detail page.

•

To track changes to the case over time, click the View Change Log link.

•

To export information on one or more cases, select them in the Case List sub-panel on the Cases Home page, click the Export icon, and export them as described in “To export data from Sugar” on page 180.

•

To create or edit related records in a sub-panel, see “To manage related information in sub-panels” on page 19.