Quick ways to create a case

Create from an existing case

1. Log into the ITHelpCenter portal. From the main menu, select Case Management > Console.
   In the console tool panel, on the right side of the screen, click on the button Create complex Case. A new window will open to search in the list of recorded cases.
   
   
2. Search for a case by criteria such as: Case number, source, category, status, priority, sla, owner, handler, end-user, etc.
   Or select from the complete list of cases:
   
   
   
   
3. Select a record and click on Create New Cat to open the case creation form. Additional options:
   
   

   • Import: With this option, the fields: Urgency, Category, Detail, SLA/Model, Impact, Priority, Title and Description in the case creation form will be filled with the same information of the selected case.
   • Link Case: With this option, the window for adding relations with other cases will open before the case creation form:
     
     Selected case and its Category will be pre selected.
     Fill in the fields:
     Relationship type: to define the type of relationship and enter the Title(Subject) and Description of the relationship between cases.

   
   See How to use link tool

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   Import and Link Case enabled:
   
   
   
   Click on Accept button to save. A window with the relationship will open. If necessary, select the relationship to edit or create a new relationship.
   
   
   
   Once the relationships are created, the form to create a new case will open. Complete or edit the case info and clic on Add case button.
   
   
   
   
   

Apply a Template

See How to use template tool

1. When creating the new case, click on the Template button.
   
   
2. In the Case Template window, select the template and click on the Export button.
   The fields: Urgency, Title and Description in the case creation form will be filled with the information saved in the template.
   
   

   Activate the Other user check box to view the templates created by other advisors.
   When applying the template the category can be completed if it has been saved in the template, but in the new case the category is required to be selected again for SLA/Model recalculation.