Case Management Settings

In your Case Management Settings, you can view all the details related to the different Case Management Table's columns and their field values, such as editing a Case's Status SLA or adding your own custom Alert Type for example.

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Please note that the Case Management Settings page will only be available to users who have the case_management:admin permissions. For more information about Case Management Permissions, click here.

In the Cases section of the Case Management Settings, you can manage various aspects of your Cases details:

• In the Case Type tab, you can edit existing case types, delete them, or add custom case types.

• In the Status tab you can add your own custom active statuses or customize existing Case Statuses. You can also edit the Case Status SLA.

• In the Response tab, add new actions or modify existing ones.

• In the Close Reason tab, you can edit, delete existing close reasons or add custom ones.

• In the Tags Tab, you can edit the already existing tags, delete tags or create new tags.

In the Alerts section of your Case Management Settings you can:

• In the Alert Type tab, you can edit existing Alerts, delete them, or add custom Alerts.

• In the Response tab, add new actions or modify existing ones.

In the Observables section of your Case Management Settings you can:

• In the Observables Type tab, you can edit existing Observables, delete them, or add custom Observables.

• In the Response tab, add new actions or modify existing ones.

In the Attachments section of your Case Management Settings you can:

• In the Attachments Type tab, you can edit existing Attachments, delete them, or add custom Attachments.

• In the Response tab, add new actions or modify existing ones.

In the Tasks section of your Case Management Settings you can:

• In the Status tab you can add your own custom active statuses or customize the already existing Task Statuses.

• In the Response tab, you can add an actions or make changes to an already existing action.

• If you have created a custom table, you’ll find it in the Custom section of the Case Management Settings. Here, you can add, edit, or delete the table’s fields.

• For any custom fields you’ve added to the Cases Table, Alerts Table, Observables Table, or the Attachment Table, you will see them as a separate tab on the Settings page. You can easily add, edit, or delete these custom fields.