Cases - Customization

Customization in cases allows you to edit and reorder "case status" and "sources of request" labels. Set restrictions on reopening and commenting on closed cases. Mandate descriptions for the queries raised by your employees.

Cases status

To customize case status texts:

From your home page, go to Settings > View all > Cases > Customization and select Case status tab.
To edit case status text, hover over the case status and click on the edit icon.
Enter your custom status text and click Save.
The case status text will be updated.

Source of request

To customize source of request texts:

From your home page, go to Settings > View all > Cases > Preferences > Customization and select Source of request tab.
To edit case status text, hover over the source of request tab and click on the edit icon.
Enter your custom source of request text and click save.
The source of request text will be updated.

Restrictions

Restrictions setting can be used to disallow requestors from reopening closed cases and restrict comments on closed cases. Additionally, descriptions can be made mandatory for query submissions.

To set cases restrictions:

Go to Settings > View all > Cases > Preferences > Customization and select Restrictions tab.
Enable of disable the toggle buttons to set required case restrictions.

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