Case Policy

26-Dec-2016

A case policy is defined by a case category.  A policy is used to define how particular cases should be handled.  For instance; if you were supporting a piece of software and the case was a feature request, you could have a case category assignment of "Support case --> Feature request".   This case will now show custom fields related to creating a feature request for product development to action on.

Each of the following policies are available:

1. Case creation

   • Define what fields are displayed.

   • Define what fields are required to open a case.

2. Case view / updating

   • Define what fields are displayed

3. Case closure

   • Define what fields are displayed.

   • Define what fields are required to close a case.

4. Community case creation

   • Define what fields are displayed.

   • Define what fields are required to open a case.

5. Community case view / updating

   • Define what fields are displayed

You can find the case policies within the case policy section.