Maintaining Entitlement records against Cases

• Navigate to -> Menu Category.
• Select Service menu category.
• Navigate to -> Service -> Cases
• Click on -> Create button
• Set Contract
• Set 'Deduct from Entitlement' as Yes then, Entitlement field get mandatory.
• In Case, Entitlement lookup only contract related Record show

 

Escalation: -

In case, set Escalation flag set as ‘Yes’ then Escalated On and Escalated to field should be visible

Set Escalated on and Escalated field should be visible.

 

Case Tracking

• Case Trace using status whether case is proposed, in-progress resolved, or resolution is sent.
• Case is escalated or not.
• Case Priority and severity.

 

Case closure / resolved.

• Navigate to Service ->Case.
• Displays list page of Case click on > Create.
• Redirects to create page on “Details” Tab > Type Name
• Marked case status as in-progress.

 

 

• Marked Case Status as Resolution sent.

 

• Marked case status as Resolved and set Resolved on, Resolved By and Resolution Type field.

 

Deduction of allotted entitlements

• When Case Created or Resolved then, related entitlement get deducted and show remaining
• In case related entitlement based on ’deducted on’ get deducted.