Cases

1. Description

Designed for viewing cases.

It consists of the following elements:

1. Records registry (Fig. 1.(1));

2. Search field (Fig. 1.(2));

3. Add tool (Fig. 1.(3));

4. Column selection tool (Fig. 1.(4));

5. Apply filters tool (Fig. 1.(5));

6. Refresh button (Fig. 1.(6));

7. Delete tool (Fig. 1.(7));

8. Filter block (Fig. 1.(8));

9. Pagination (Fig. 1.(9)).

1.1. Records registry

The registry is a list of records of the existing objects in this section. Each record consists of the following set of fields:

1. Checkbox;

2. ID;

3. Subject;

4. Priority;

5. Status;

6. Source;

7. Created on;

8. Service;

9. Author;

10. Group;

11. Assignee;

12. Initiator;

13. Affects;

14. Applied SLA;

15. Applied condition;

16. Reaction time;

17. Resolution time;

18. Actual reaction time;

19. Actual resolution time;

20. Closure reason;

21. Result;

22. Rating;

23. Editing tool;

24. Removal tool.

1.1.1. Checkbox

Used to select one or more entries. An additional removal tool appears next to the search field after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool. When you click on it, a modal confirmation window appears.

It contains the Yes, No, and close ( ) buttons.

• Clicking the Yes button deletes the entries.

• Clicking the No button closes the modal window, and the entries are not deleted.

All records on the page will be selected if you select the checkbox in the header.

Fig. 2. Confirmation modal window

1.1.2. ID

Case identifier. It consists of the code specified in the “Prefix” field of the “Service catalogs” directory to which the case belongs.
Example: FS_1.

1.1.3. Subject

Case subject. Entered by the agent manually or generated automatically by the system (from a flow or via API).

1.1.4. Priority

Case priority. Set by the user manually. The value is taken from the Priorities page or assigned automatically.

1.1.5. Status

Case status. The initial status is set automatically when the case is created.

1.1.6. Source

Case source. The icon indicates the source type.

Possible icon values:

• – call;

• – chat;

• – social network;

• – email;

• – API;

• – created manually.

1.1.7. Created on

The date and time when the case was created in the system.

1.1.8. Service

Displays the full path to the service from the Service catalogs directory specified in the case.
The path includes all levels—from the main catalog to the selected service.
Filled in manually by the agent or automatically.

1.1.9. Author

The Webitel user who created the case, or a system user if the case was created automatically.

1.1.10. Group

Filled in automatically from the Contact groups field on the service page.

1.1.11. Assignee

The contact currently assigned to the case. Filled in automatically from the Assignee field on the service page.

1.1.12. Initiator

The requesting client. A Webitel contact linked to the case.

1.1.13. Affects

A Webitel contact that may be affected by this case. Can be used to associate a contact that needs to be informed.

1.1.14. Applied SLA

The name of the SLA applied to the case. Only one SLA can be applied to a single case.

1.1.15. Applied condition

If an SLA with a specific condition was applied, the condition name is displayed here.

The planned reaction and resolution times are calculated based on this condition.

1.1.16. Reaction time

Planned reaction time for the case. The date and time are calculated automatically based on the case creation time, the applied SLA, and the condition (calendar and reaction time).

1.1.17. Resolution time

Planned case resolution time. The date and time are calculated automatically based on the case creation time, the applied SLA, and the condition (calendar and resolution time).

1.1.18. Actual reaction time

An automatic field filled when the case status changes from the initial status to any other status or via API.

1.1.19. Actual resolution time

The time when the case was moved to a final status or completed via API.

1.1.20. Closure reason

The reason for closing the case. Selected after the case is moved to a final status.

The value is selected from the “Closure reasons” directory linked to cases.

1.1.21. Result

A free-text description of the result or an explanation of the case closure reason.

1.1.22. Rating

Set automatically via API or if a customer call or chat rating process is configured in the flow.

1.1.23. Editing tool

The General tab opens after clicking on this button. You can change the object's data and go to other tabs for editing.

1.1.24. Removal tool

It is used to remove an object with confirmation through a modal window. A modal confirmation window appears after clicking the button. Clicking the Yes button - deletes the object and the entry. Clicking the No button closes the modal window, and the object is not deleted.

Fig. 3. Confirmation modal window

1.2. Search field

It consists of an input field and a close button ( ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the * symbol. You can also use the * character to replace any number of characters.

1.3. Add tool

To add a new case, click the add icon — . After clicking, the case page opens.

Access to an already created case is available via the record editing tool (see section 1.1.23).

1.4. Column selection tool

The icon opens a modal window where you can configure the display of columns in the registry table.

1.5. Apply filters tool

The icon expands or collapses the filter panel, allowing you to hide or show filter conditions in the registry.

1.6. Refresh button

Updating the register table is performed by clicking on the refresh button - .

1.7. Delete tool

The delete button (Fig. 1.(7)) becomes active after selecting records using the checkbox. Clicking the button opens a confirmation modal window (Fig. 2).

1.8. Filter block

The icon in the filter block opens a modal window where the user can select a field and its value to filter records in the registry.

Filtering interface buttons:

• Apply preset — applies a saved set of filters to the current view.

• Save preset — allows saving the current set of active filters as a preset for future use.

• Reset filters — clears all applied filters.

• Close — closes the filter panel.

1.9. Pagination

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. Creating a new record

2.2. Deleting a record

2.3. Deleting multiple records

2.4. Opening the case page