Case form customization

This screen help you to customize your case screen for agents or customers based on your business requirements by adding new custom fields , hide default fields, change field labels and mark optional/mandatory fields.

• To update in submit case screen or edit screen .

From your left main menu, select Admin.

• From Configuration section, select  Case form customization.

• Select Agent application to customize case screen for agents, Select Portal application to customize case screen for customers.

• Pressing down arrow on any field to mark it as a mandatory or hide this field in submit or edit/view case screen.

• Click on add new custom field to add new custom field.

• You will get this popup so you can enter the new custom fields properties like "type ,label name ,length ,data type ,required ,hide ,display in customer portal"

• Custom fields types

• Select the case tab down arrow to show or hide all fields on case tab screen.

• You can add new submit case forms or set new rules applied during runtime on submit case screens and edit case using conditional forms customization

• To add new conditional form click on add icon

• You will get this popup

• You can enter new conditions by clicking on add condition

• you can enter new actions by clicking on Add actions

and show ,hide fields and enable or disable these fields based on these conditions you select.

• You can apply these actions on customer portal if you check this option