SugarCRM SupportProduct GuidesSugar Versions9.29.2 ServeSugar Serve 9.2 Application GuideCases
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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. If enabled, contacts can view and open cases via the Sugar Portal along with bugs and knowledge base articles. Cases can also 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 Cases section of this page.

Users with a Sugar Serve license type can use the Service Console as their primary case workspace. Service Console is a Home page dashboard that provides a powerful work environment for customer service agents by incorporating SLAs and region-specific business hours, insightful dashlets, and a cohesive case research and action experience. For more information, refer to the Service Console documentation.

In addition, Sugar Serve provides a stock SugarBPM™ template that sets case follow-up dates on new and in-progress cases according to your organization's Service Level Agreements (SLAs). It incorportaes case and related account fields when calculating follow-up dates as well as sending email notifications and updating the case Status field in certain circumstances. Refer to the Getting Started With SugarBPM for Sugar Serve and Stock SugarBPM - Case Follow-Up Date Management articles for help configuring this process definition and your instance to work together.

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.

Note: The Cases module is not available for Sugar Sell users. For more information on license types and the functionality available for each type, refer to the User Management documentation. 

Case Fields

The Cases module contains a number of stock fields which 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
Note: In Sugar Serve, information from a case's related account is used by the stock SugarBPM template to calculate the Follow Up Date

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 notifications.

Business Center Name

The business center responsible for managing this case
Note: This field is only available to Sugar Serve users. During case creation, selecting a related account will cause the Business Center Name field to be populated automatically, on save, with the account's business center. The value can also be manually set. The selected business center is used for SugarBPM business hour calculations. For more information, refer to the Business Centers and Cases section of this page.

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
Follow Up Date

The date and time to follow up with the customer
Note: While this value can be manually set, it is automatically set by the stock SugarBPM template included with Sugar Serve. For more information, refer to the Stock SugarBPM Templates documentation.

Pending Processing

A system-level checkbox field that is set to true when creating a case via inbound email or relating a case to an inbound email. It is not available in Studio or the user interface and is only available in SugarBPM.

Priority The urgency of the problem which, for Sugar Serve, is used by the stock SugarBPM template to calculate the Follow Up Date
Resolution Results of the investigation into the problem
Resolved Date The system-generated date and time that the Status field was set to "Closed", "Rejected", or "Duplicate"
Show In Portal

Cases created in Sugar will be visible in the portal by default
Note: Administrators can have this field disabled by default via Admin > Studio.

Source The method in which the case was submitted (e.g. internal, customer email, portal, etc.)
Note: For cases created via the portal, the Source field will automatically be set to "Portal".
Status The current status of the case which, for Sugar Serve, is set by the stock SugarBPM template in some situations
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
Time to Resolution

The calculated duration in minutes from the moment the case was created until its Status field was set to "Closed", "Rejected", or "Duplicate"
Note: The calculation is a simple count of minutes that does not incorporate business hours from the related business center record.

Type Type of categorization that this case falls into
Work Log Freeform field to add activities and notable events while working on the case

Working With Cases

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. The sections following this Working With Cases section describe Cases-specific behaviors and functionality.

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.

Cases Tile View

Tile View allows users to visualize and engage with their cases in an intuitive drag-and-drop interface. Users can drag a tile from one column to another to change its status.
91-tileview-cases

To access Tile View, navigate to the Cases list view and click on the Tile View icon next to the search bar:
91-tileviewbutton-cases

For more information on using the Tile View, refer to the User Interface documentation. For information on configuring Tile View layouts, refer to the Tile View Settings documentation in the Administration Guide.

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.
711-cases-menu

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

If you do not see the Cases module tab in Sugar, please check the following:

  • The Cases module may be marked as hidden in your user preferences which will prevent the module tab from being displayed. Navigate to your user profile (upper right of Sugar), click the Advanced tab, and check the Layout Options section. If you see the Cases module in the Hide Modules list, simply move it to the Display Modules list. For more information on hiding and displaying modules, please refer to the Layout Options section of the Getting Started documentation.
  • The administrator may have disabled the Cases module for your entire Sugar instance. Reach out to your Sugar administrator to have the Cases module displayed. For more information on displaying and hiding modules throughout Sugar, please refer to the Developer Tools documentation in the Administration Guide.

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.
Cases_MassUpdate

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.

Business Centers and Cases

Business centers, available exclusively to Sugar Serve and Sugar Sell users, represent your company's centers of operation and specify a time zone, operating hours, and holidays so that a concept called "Business Hours" can be leveraged in SugarBPM. Each case's selected business center can be used for SugarBPM business hour calculations. Sugar Serve's stock SugarBPM template uses each case's related business center to calculate and set the Follow Up Date field. Please keep in mind that if a case does not specify a business center at the point of creation, the stock SugarBPM template for Sugar Serve will terminate the process without calculating a follow up date. If your organization does not wish to specify various business centers on accounts and cases, the stock templates can be modified to use a static business center. Refer to the Getting Started With SugarBPM for Sugar Serve and Stock SugarBPM - Case Follow-Up Date Management articles for help configuring the stock template and your instance to work together.

There are several ways a case can have its business center set. As best practice, each account in your Sugar instance should have its Business Center Name field set. Then, during case creation, the user sets the case's Account Name field and, on save, the account's business center is copied over to the new case. A case's Business Center Name field can also be set manually while creating or editing the case. Once the field is populated with a value, it will not be automatically overwritten by a related account.

Note: Cases that were created before migrating to Sugar Serve will have blank Business Center Name fields until each is edited and resaved. On save, the related account's business center, if specified, will be copied over the case's blank value.

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 which 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 Emails documentation in the Administration guide.

The Emails subpanel allows the following functions to be performed:

  • Email Details : To view the details of an email, click the subject to open it in detail view.
  • Record Count : Subpanel headers display the total count of related records (e.g. "5 of 6+") next to the module name. The count captures the number of records currently displayed with an additional, hyperlinked number (e.g. "6+") where there are more records than currently displayed. Click the hyperlinked number to see the total count of related records.
  • Collapse or Expand : Click anywhere in the subpanel's header to collapse or expand it. Subpanels will remain collapsed or expanded on future visits to the module.
    • Note: To send email from Sugar, users must configure their outbound email server via Emails > Email Settings or, if using the system email account to send email, the system's outbound email server must be configured by an administrator in Admin > System Email Settings.
    • Note: Administrators can choose to disable collapse stickiness or to collapse all subpanels by default via Admin > System Settings. For more information, please refer to the System documentation in the Administration Guide.
  • Column Widths : Place your cursor on the column divider. When the double arrow cursor appears, click and drag the column to the desired size. Please note that the column width will not be preserved when you navigate away from the page.
  • Column Sort : Click a column header to sort the subpanel's items by that value. Clicking the same header again will reverse the sorting order (e.g. from ascending to descending).
  • Compose a New Email : Click the Plus button on the upper right of a subpanel to create a new email with, by default, both an implicit and explicit relationship to the case you are currently viewing. The email will automatically select the case in the Related To field.
    • Note: Because creating a new related record opens a drawer on top of the current record view, you should use the Cancel button to return to record view. Using the browser's back button will return you to the previous page.
  • More Records : By default, Sugar displays up to five records in each subpanel, though administrators can alter the number via Admin > System Settings as described in the System documentation of the Administration Guide. If additional related records exist, click "More {Module Name}..." (e.g. "More Emails...") at the bottom of the subpanel to load the next set of records.

Accounts EmailsSubpanel

Sugar Portal and Cases

The Sugar Portal allows customers to view their organization's cases as well as submit cases directly to Sugar. Please note that customers have to be registered users of the portal in order to be able to submit cases to Sugar. For more information on enabling and configuring the portal, please refer to the Sugar Portal documentation. For information on using the portal, please refer to the Portal Deployment User Guide and Portal User Guide documentation.

Note: When cases are created via the portal, the Source field in the case's record view will automatically be set to "Portal" to indicate that the case originated from the portal.

In addition to being used by your customers to view and submit cases, the Sugar Portal can also be used as a method of communicating about cases between customers and your organization. Utilizing the portal this way ensures that all case-related communications between your users and contacts are stored in Sugar. This communication is conducted via related note records which can be created by both Sugar users and portal-enabled contacts. Sugar users can create and add notes to the case via the Notes subpanel on the case's record view in Sugar. Please note that cases created in Sugar will automatically appear in the portal as the Show in Portal checkbox is enabled by default in the case's record view. But administrators can have this field disabled by default via Admin > Studio. Customers can easily add notes to the case as well by clicking the Add a Note button on the case's record view in the portal. When a customer adds a note via the portal, the note record will appear in the Notes subpanel of the case's record view in Sugar. Likewise, when a Sugar user adds a note to a case in Sugar, the note record will appear in the Notes panel of the case's record view in the portal. Please keep in mind that notes attached to cases will automatically appear in the portal as the Display in Portal checkbox is enabled by default in the note's record view. But administrators can have this field disabled by default via Admin > Studio. These notes will only be visible to other portal users within the customer's organization.
Cases Notes DisplyInPortal

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.
711-case-acctname

711-case-contact-link

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

711-cases-searchadd

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:
711-remove-filter

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.
Cases RecordView CreateArticle

In order for an article to be visible in the Sugar Portal, the article must meet both of the following requirements:

  • External Article = Checked
  • Status = Published

Note: If either of these conditions is not met, the article will not be visible in the Sugar Portal.

Last modified: 2019-12-17 14:43:45