Documentation:UserManual/The Modules/CRM/CRMHelpdesk

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Menu: Operation / Helpdesk / All cases

[edit] All cases

All cases is a list of cases available for all the employees responsible for handling certain problems support requests of the partners. Each card case informs you about the problem to be solved and/or the service to be finished. When you accept the case, the state is "Open" and your name will be posted in the field 'responsible' for this file. At this time, your file can be modified only by you. On the other hand, it is visible to any employee. At any time, the person in charge of the case can cancel the case by clicking on "Requeue". However if the problem is solved, the responsible person clicks on "Closed case" and the state of the card becomes "Done".

[edit] The screen

[edit] The fields

Case Type 

Type of case: Sale, Purchase, Support.

Date deadline 

The date on which the case must be finished.

Priority 

Urgency of the cases : high, normal, low.

Canal 

Channel of communication : email, website, mail.

Date closed 

The date on which the case is completed.

State of Mind 

State of mind : content, furious, normal...

Planned Revenue 

The amount of the estimated revenue.

Probability 

Probablity to obtain the estimated income and/or the cost.

Planned Costs 

Estimated costs.

State 

Draft : free case waiting for someone to open it. Open : case being dealt with by employee. Done : Ended case.

Requeue 

Action of putting the case back to the queue at the Draft state.

[edit] The States

[edit] General Principle

When a case is available, it is in the Draft state. A user opens and takes care of a case (open). Then, he/she closes it or puts it on the list of available cases.(requeue).