Please fill in the following fields.
- Responsbile Contact - the person responsible for the Case
- Title - short summary of the Case
- User Priority - user selected priority for the Case. User Priority definitions.
- Case Type - what type of case it is; Problem, Request, or Question
- Category - what area or function of the site the Case refers to.
- Description - detailed description of the Request, Problem, or Question. For a Problem
The following list of fields are managed and updated by the HarmonieWeb Support Staff.
- Resolution Comments - comments added by HarmonieWeb Support Staff as the Case moves through the resolution process.
- Assigned To - HarmonieWeb Support Staff person assigned to resolve the Case.
- Case Status - provides the Responsible Contact with the phase of resolution the Case is in. Case Status definitions.
- Urgency - this is determined by the HarmonieWeb Support Staff and it relates to the speed with which a Case needs to be solved. Urgency definitions.
- Impact - this is determined by the HarmonieWeb Support Staff and it relates to the the affect the Case has on the business of HarmonieWeb users. Impact definitions.
- Related Cases - provides the ability for HarmonieWeb Support Staff to related Cases that are addressing the same situation.