Help center Core configuration Case management Configure case forms with case policies Updated Monday, October 26, 2026 · Case policies control which fields appear on case forms, which inputs are required and how the form is arranged. Different policies can support creation, closure, agent viewing and customer portal work without forcing every audience into one layout. Applies to: Supportbench Core. Location: Settings → Cases → Policy. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Cases → Policy.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Summary and applicabilitySettingWhat it controlsHow to chooseName / DescriptionPolicy name up to 50 and description up to 250 characters.Describe the form and audience.TypeCase Open, Closure, Case View, Portal Open or Portal View.Choose the exact form you intend to customize.Division / IssueNarrows applicability; issue choices depend on the division.Test a matching and nonmatching case.Customer roles / CommunitiesSupported audience and portal restrictions.Choose only the intended customer audience.Order / ActiveOrder from 1–25 and whether the policy is available.Review overlapping policies before activation. Fields and layoutSettingWhat it controlsHow to chooseFields to ShowSupported standard and custom fields for the selected form.Include what users need to complete the task.Required fieldsSupported fields that must be completed.Require only information the form’s audience can supply.Summary fieldsFields included in the supported case summary presentation.Choose useful context rather than duplicating every field.Field orderOrders the available fields.Group related inputs and put frequent ones first. Type-specific optionsSettingWhat it controlsHow to chooseDefault activity / Priority / Link typeDefaults offered for the selected policy type.Choose sensible starting values and check the actual form.Require activity type selectionRequires an activity type to be selected before saving a Case View activity.Use when the agent must deliberately classify the activity.Time spent / Show time / BillableSupported time-entry options for Case Open and Case View.Match your time-recording process.TimerSupported Case Open timer behavior.Explain automatic timing to agents.Activity summaryCase View summary behavior.Keep the display useful for the team.No closure modal / Article requiredClosure-specific behavior.Test closure with and without the required knowledge context.Disable automatic time spentTurns off automatic time-spent behavior for the supported form. This is an inverse switch.Enable this switch when automatic timing should be disabled, then test the actual form. Built-in fields by policy typeRequired Fields is available for Case Open, Closure and Portal Open. Summary Fields is Case View only; Closure has no Field Order tab. Listed capabilities remain conditional on the enabled account features.SettingWhat it controlsHow to chooseCustomerCase Open and Portal Open. Customer selection has a required switch without a separate visibility switch.Require customer identity where the form needs it.Subject / Summary / Priority / Issue / TagsCase Open, Case View, Portal Open and Portal View. Controls the corresponding case title, summary, classification or tags.Show the information the audience can understand and supply.NoteCase Open, Closure and Case View.Keep internal intake/closure context useful to the next agent.AssetCase Open, Case View, Portal Open and Portal View when Assets is available.Show only when the supported item matters to the task.Time spentClosure field; Case Open and Case View use their separate time options.Match the team’s time-recording process.Due dateCase Open and Case View.Use when agents need a specific case deadline.Completion due on / Expected time to completeCase Open and Case View, conditional on Projects.Distinguish a deadline from estimated effort.Project / Project versionCase Open, Case View, Portal Open and Portal View, conditional on Projects.Use the project and version relevant to the case.Outcome / DivisionClosure outcome and division selection; required behavior is offered where applicable.Require only information that can be known at closure.CCPortal Open visibility only.Expose when customers should add recipients at intake.Case custom fieldsAccount-specific fields whose applicability refreshes with division. Hiding a field clears its required flag.Recheck custom fields after changing scope or visibility. Case View summary choicesSettingWhat it controlsHow to chooseCompany Name / Contact Name / Secondary Contacts / WatchersCustomer identity and additional case participants.Include the relationships agents need before replying.Support Level / SLA (When to respond) / Closure SLA (When to close)Service entitlement and response/closure deadlines.Keep response and closure commitments distinct.Owner / Created On / Closed On / Time SpentOwnership and case timing context; Closed On appears when closed.Choose useful operational context.Outcome / Visibility / Customer NotesClosure outcome when closed, audience visibility and company/contact alerts.Retain critical customer alerts and audience context.Linked Cases / Linked Articles / Company ParentRelated work, knowledge and company hierarchy.Show when these relationships guide support decisions.Company AM / TAM / CSM and Contact AM / TAM / CSMAccount, technical and customer success managers at the respective customer location.Use the correct company or contact relationship.Contact Phone / Contact MobileContact communication details.Expose according to the team’s operational need.Case / Company / Contact custom fieldsAuthorized custom-field choices for each entity in the summary.Select the correct location and arrange the summary deliberately. Behavior to knowA new policy starts as active Case Open with order 1 and the permitted starting scope. Existing policies retain their saved values.Available fields and options depend on type, enabled modules and custom-field configuration. Test each affected form separately. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Create a Case Open policy for a defined division.Show the identity, issue, priority and custom fields needed for triage.Require only information available at intake, then arrange the fields.Save and test creation with matching and nonmatching scope.Repeat separately for Portal Open if customers need a different form. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Account → Configure account policiesConfiguration → Configure custom fields and dropdown choicesSelf-Service → Configure a customer portalCustomers → Configure company and contact field policies Was this article helpful? Yes No Thank you for your feedback.