SugarCRM SupportProduct GuidesSugar Versions11.011.0 ProfessionalSugar Professional 11.0 Application GuideCases

Cases

Overview

Sugar's Cases module is used to track and manage customer requests for assistance with products or services. As a case is opened, worked on, and resolved, its progress will be denoted by the Status field. Each case record may relate to other Sugar records such as calls, contacts, and bugs, making it easy to get the full picture of a customer's issues and history. Cases can be automatically created from incoming emails, and a case macro can be employed to automatically relate emails to existing cases. This documentation will cover information and actions specific to the Cases module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting cases, please refer to the Working With Sugar Modules section of this page.

Please note that you will only be able to see case records as allowed by your team membership, user access type, and assigned roles. For more information on teams and roles, please refer to the Team Management and Role Management documentation in the Administration Guide.

Case Fields

The Cases module contains a number of stock fields that come out-of-the-box with Sugar. For information on using and editing various field types, refer to the User Interface documentation. The definitions below are suggested meanings for the fields, but the fields can be leveraged differently to best meet your organization's needs. Administrators or users with developer-level role access have the ability to alter, add, or remove fields via Admin > Studio. For more information on configuring fields, please refer to the Studio documentation in the Administration Guide.

Field Description
Account Name The account that submitted the case
Assigned To

The Sugar user assigned to the case
Note: Case owners receive an email whenever a case is assigned to them if the administrator has enabled email notification

Case Number An automatically incremented number to identify every case, which cannot be edited through Sugar
Comment Log A shared log of messages, comments, or other text, including the name of the user that added the log entry and the date and time it was added. It is possible to tag other users and link to other Sugar records in Comment Log entries by inserting a clickable pill; see the User Interface documentation for more details.
Date Created The date the case was created
Date Modified The date the case was last modified
Description Explanation of the cause and details of the case when submitted
Integration Sync ID The sync key field used by external integrations to identify Sugar records in the external application. See the Integrate REST API endpoints in the Developer Guide for more details on how to use this field.
Primary Contact The primary contact for the case.
Note: The contact listed as the primary contact is not automatically added to the Contacts subpanel on the case.
Priority Specify the urgency of the problem from this dropdown list
Resolution Results of the investigation into the problem
Source The method in which the case was submitted (e.g. internal, customer email, etc.)
Status

Specifies the status of the case as the support representative moves the case along the process from submission to resolution

Subject A brief statement of the problem
Tags

User-created keywords that can be used to identify records in filters, dashlets, and reports
Note: For more information on creating and using tags, please refer to the Tags documentation.

Teams The Sugar team(s) assigned to the case
Type Type of categorization that this case falls into
Work Log Freeform field to add activities and notable events while working on the case

Emails and Cases

Emails offer important functionality for working with cases in Sugar. Inbound emails can automatically generate new cases. Once the case exists, Sugar can automatically relate emails to a relevant case when the case macro is used. Emails can also be manually related to cases using the email's Related To field. These relationships allow the case's record view to display all relevant email correspondence in the Emails subpanel and History dashlet.

Creating Cases via Inbound Email

Creating cases via emails provides users with added convenience in the case creation process and helps expedite the amount of time before the support team can begin working on the issue. Cases can be automatically created when emails are sent to a group mailbox account which is monitored by Sugar.

Administrators can create group mail accounts via Admin > Inbound Email. Group mail accounts periodically poll an email account for new emails and import the emails into Sugar. The group mail account can be configured to automatically create a new case for each incoming email as well as to send an automatic reply email including the generated case's number. For more information, please refer to the Email documentation in the Administration Guide. 

Email Case Macro

Sugar has the ability to automatically relate emails to their relevant cases using a case macro. The case macro is placed in the subject line of the email and contains the case number. Administrators have the ability to alter the macro's format via Admin > Inbound Email, but the default format is "[CASE:{number}]". The formatting of the macro in email subjects is imperative for Sugar to properly create the relationship. For example, a valid email subject line using the default macro would be "Re: [CASE:123] System not responding". For more information on configuring the case macro, please refer to the Email documentation in the Administration Guide.

When Sugar automatically relates an email to a case because of a case macro match, the case will be set in the email's Related To field. When viewing the case in record view, the email will appear in both the History dashlet and Emails subpanel.

Sugar will recognize the case macro and automatically relate the email to the relevant case for any email entering Sugar in the following ways:

  • Group mail account : A group mail accounts is a monitored inbound mailbox that is created via Admin > Inbound Email. This is a mailbox on your company's mail server that Sugar is granted the ability to read. For example, creating "support@mycompany.com" as a group mail account means that any email with "support@mycompany.com" in the To or CC list will be checked for a case macro and automatically related to the case in Sugar. Support representatives can CC the address when corresponding with customers to have the emails automatically archived and related to the case in Sugar. Please note that if the account is configured to not automatically import emails, the relationship to the case will not be formed until a user imports it from the group inbox in the Emails module. //mention on Admin Emails documentation. For more information on configuring a group mail account, please refer to the Email documentation in the Administration Guide.
  • Sugar Email Archiving : Sugar Email Archiving must be configured and enabled by administrators in Sugar via Admin > System Email Settings. Once configured, an email address will be generated that is specific to your instance of Sugar. When this email address receives an email, it scans the email for any email addresses. The email is then imported into Sugar, where the email is associated with any contact, lead, etc. containing an email address on the email. When a case macro is included in the email's subject, Sugar will also relate the email to the referenced case. For more information on setting up Email Archiving, please refer to the Email documentation in the Administration Guide.
  • Sent from within Sugar : Composing and sending an email from anywhere within Sugar, including via the Emails module, clicking an email address on any record, from the History dashlet, etc., will cause Sugar to automatically search the subject for a case macro and relate the email to the relevant case. For more information on composing emails within Sugar, please refer to the Emails documentation.

Emails Subpanel

The Emails subpanel in the Cases module displays emails which are associated with the case record in a variety of ways:

  • Related to the case : If the case is selected in the email's Related To field, the email and case are related, and the email will appear in the case's Emails subpanel and History dashlet. Instructions for using this flex relate field are available in the Emails documentation.
  • Related to the case's related contacts : If the email is related, either explicitly or implicitly, to a contact record which is related to the case, the email will appear in the case's Emails subpanel and History dashlet.

Note: Administrators can enable or disable a case from displaying related contact emails via Admin > Related Contacts Emails. For more information, please refer to the Email documentation in the Administration Guide.

Contacts and Cases

On a case's record view, the Contacts subpanel is uniquely configured with an intelligent filter. Sugar presumes that any contacts related to a case will belong to the account already related to the case. Therefore, a filter for the case's account is automatically applied to search results in the Contacts subpanel.
100-contacts-cases

The available contacts are automatically filtered to show those related to the case's account:
100-searchcontacts

In the event that a case should be linked to a contact from a different account, you may override the default account filter by clicking on the X next to the account name filter in the search bar or by removing the filter line item:
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Knowledge Base Articles and Cases

You can create Knowledge Base articles based on a bug or case. This is particularly useful when the bug fix or situation will not be resolved until a later date, but a workaround currently exits. Simply click "Create Article" in the Case record view's Actions menu. The Knowledge Base record view layout will open and include all of the relevant fields for your organization's articles. For more information on creating knowledge base articles, please refer to the Knowledge Base documentation.
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Working With Sugar Modules

The Cases module uses Sugar's Sidecar user interface. The following sections detail menus, views, and actions common to sidecar modules and contain links to additional information within the page or links to the User Interface documentation.

Case Menus

The Cases module contains various options and functionality which are available via menus in the module tab, list view, and record view. The following sections present each menu and its options with links to more information about each option in the User Interface documentation or, for Cases-specific functionality, within this page. 

Module Tab Menus

The Cases module tab is typically found by clicking the "More" icon represented by three vertical dots to the right of the module tabs on the navigation bar. The additional modules will appear on the list and you can click "Cases" to access the list view. Once the Cases tab displays on the navigation bar, you can click the triangle within the tab to display the Actions, Recently Viewed, and Favorites menu. The Actions menu allows you to perform important operations within the module. The Recently Viewed menu displays the list of cases you most recently viewed. The Favorites menu displays the list of cases you most recently marked as favorites.
100-cases-tabmenu

The module tab's Actions menu allows you to perform the following operations:

Menu Item Description
Create Case Opens the record view layout to create a new case
View Cases Opens the list view layout to search and display cases
View Case Reports Displays existing reports based on the Cases module
Import Cases Opens the import wizard to create or update cases using external data

For more information on module tab menus including reasons a module may not be included in the menu, see the User Interface documentation.

List View Menus

The Cases list view displays all case records and allows for searching and filtering to locate specific cases. You can view the basic details of each record within the field columns of the list view or click a case's name to open the record view. To access a module's list view, simply click the module's tab in the navigation bar at the top of any Sugar page.

List View Mass Actions Menu

The Mass Actions menu to the right of the checkbox option in the list header allows you to perform mass actions on all currently selected records. You can use the checkbox on each record's row to select individual case records or click the checkbox in the list header to select all records displayed on the current set of list view results.
100-lv-massactions

The Mass Actions menu allows you to perform the following operations:

Menu Item Description
Mass Update Mass update one or more cases at a time
Merge Merge two or more duplicate cases
Delete Delete one or more cases at a time
Export Export one or more cases to a CSV file
Recalculate Values (Available in certain circumstances) Updates calculated values to reflect changes to calculated fields made in Studio
List View Record Actions Menu

The Record Actions menu to the far right of each record's row allows you to perform actions on the individual case directly from the list view.
cases listview recordactions

The list view's Record Actions menu allows you to perform the following operations:

Menu Item Description
Preview (Eye icon) Preview this cases in the intelligence pane
Edit Edit this case
Follow Follow this case
Delete Delete this case

Record View Actions Menu

The Cases record view displays a single case in full detail including its fields, subpanels of related records, and activity stream. To access a case's record view, simply click a hyperlinked case name from anywhere within Sugar. The record view's Actions menu appears on the top right of the page and allows you to perform various operations on the current record.
cases recordview actionsmenu

The Actions menu allows you to perform the following operations:

Menu Item Description
Edit Edit this case.
Share Share a link to this case via email.

Note: To send emails through Sugar, users must first configure a default user email account via Emails > Email Settings

Download PDF

Download the record's information as a PDF file.

  • This menu option is only visible if the administrator has created a PDF template for the Cases module via Admin > PDF Manager.
  • Clicking on this menu item will expand and contract the menu to reveal or hide the available PDF templates. 
Email PDF

Email the record's information as a PDF attachment.

  • This menu option is only visible if the administrator has created a PDF template for the Cases module via Admin > PDF Manager.
  • Clicking on this menu item will expand and contract the menu to reveal or hide the available PDF templates. 

Note: To send emails through Sugar, users must first configure a default user email account via Emails > Email Settings

Create Article Converts information from the case to the record view of a Knowledge Base article. Please refer to the Knowledge Base documentation for more information.
Find Duplicates Locate potential duplicates of this case.
Copy Duplicate this case to create a new case record.
Historical Summary View a historical summary of activities (e.g. calls, meetings, etc.) related to this case.
View Audit Log View a record of changes to this case.
Delete Delete this case.

Common Views and Actions

The following links will open specific sections of the User Interface documentation where you can read about views and actions that are common across most Sidecar modules.

Content Link Description
Creating Cases
    Basic Case Creation
    Creating via Quick Create
    Creating via Subpanels
    Creating via Duplication
    Importing Cases
The Creating Records section covers the various methods of creating new case records, including via the Create button in the Cases module, via the Quick Create menu on the upper right of every Sugar page, via the Cases subpanel on related module records, via duplication of an existing case record, and via importing a list of cases into Sugar using a .csv spreadsheet.
Viewing Cases
    Viewing via List View
    Viewing via Record View
    Viewing via Recently Viewed
    Viewing via Dashlets
    Viewing via Activity Streams
    Viewing via Preview
    Viewing via Reports
The Viewing Records section describes the various methods of viewing case records, including via the Cases list view and record view, the Recently Viewed menu in the Cases module tab, list view dashlets showing case information, activity stream entries concerning case updates or where a user mentions a case, previewing cases in the right-hand side panel, and reports displaying case data.
Searching for Cases   
    Global Search
    List View Search
        Creating a Filter
        Saving a Filter
The Searching for Records section provides an introduction to the two searching methods for locating cases: global search, which searches across all Sugar modules, and list view search, which searches and filters within the Cases module.
Cases List View   
    Total Record Count
    Create Button
    List View Search
    Checkbox Selection
    Mass Actions Menu
    Favorite Designation
    Column Reordering
    Column Resizing
    Column Sorting
    Column Selection
    Preview
    Record Actions Menu
    More Cases
    Activity Stream
    Dashboards
The List View section walks through the many elements of the Cases List View layout which contains a filterable list of all case records in Sugar. While the generic menu options are described in the User Interface sections linked to the left, the options specifically available in the Cases list view are described in the List View Mass Actions Menu and List View Record Actions Menu sections of this page. 
Cases Record View
    Favorite Designation
    Following Designation
    Next or Previous Record
    Actions Menu
    Show More
    Subpanels
        Related Record Subpanels
        Filtering Subpanels
        Reordering Subpanels
    Activity Stream
    Dashboards

The Record View section walks through the many elements of the Cases Record View layout which contains detailed information about a single case record. While the generic menu options are described in the User Interface sections linked to the left, the options specifically available in the Cases record view are described in the Record View Actions Menu section of this page.  

Note: When linking a record via the Contacts subpanel, the Search and Add Contacts drawer will automatically be filtered to only display contact records associated with the case's parent account.

Editing Cases
    Editing Inline via Record View
    Editing via Record View
    Editing Inline via Subpanels
    Editing Inline via List View
    Mass Editing via List View
The Editing Records section describes the various methods of editing existing case records, including inline via the Cases record view, in full edit mode on the record view, inline via the Cases subpanel on related module records, inline via the Cases list view, and via the Mass Update option on the list view.
Deleting Cases
    Deleting via Record View
    Deleting via List View
    Mass Deleting via List View
The Deleting Records section describes the various methods of deleting unwanted cases, including via the Cases record view, an individual record's Actions menu on the Cases list view, and the Mass Actions menu on the list view.
Exporting Cases The Exporting Records section provides an introduction to the export functionality which allows you to download a list of cases and all their data as a .csv file for use outside of Sugar (e.g. in Microsoft Excel).
Recalculating Calculated Values The Recalculating Calculated Values section provides instructions on utilizing the Recalculate Values list view option to update calculated field values in the module if the administrator has changed the field's formula via Admin > Studio.
Finding Duplicate Cases The Finding Duplicate Records section provides instructions for locating duplicate case records. If searching on matching fields (e.g. Subject) identifies one or more duplicates, they can be merged into a single record.
Merging Cases
    Merging via List View
The Merging Records section provides instructions for merging duplicate cases which will combine field values and related records into a single case.
Viewing Cases Historical Summaries The Viewing Record Historical Summaries section describes the Historical Summary record view option which displays quick details of the case record's related calls, meetings, emails, notes, and tasks.
Viewing Cases Audit Logs The Viewing Record Audit Logs section describes the View Audit Log record view option which displays a history of changes to the case's audited fields.
Cases PDFs
    Downloading Cases PDFs
    Emailing Cases PDFs
The Record PDFs section provides instructions for these record view options which allow you to download or email .pdf files of case information as configured by an administrator via Admin > PDF Manager.
Favoriting Cases
    Favoriting via List View
    Favoriting via Record View
    Favoriting via Subpanel
The Favoriting Records section describes the various methods of marking cases as favorites, including via the Cases list view, Cases record view, or any Cases subpanel appearing on the record view of a related module. Favoriting a case allows you to easily access it from list views, dashlets, or the Cases module tab.
Following Cases
    Following via List View
    Following via Record View
The Following Records section describes the various methods of marking cases as "Following", including via the Cases list view and record view. Following a case causes its activity stream updates to be included on your Home page and Cases list view activity streams so that you can easily keep up with changes and user posts on the record.
Sharing Cases The Sharing Records section provides instructions for the Share record view option which composes an email with a link to the case record. If the recipient is logged into Sugar, clicking the link will bring them directly to the case's record view.

Last modified: 2021-10-14 20:46:05