Webitel: Documentation
Webitel: Documentation
Breadcrumbs

Cases (User Guide for the Section)

1. Navigation

To start working with Cases, navigate to CRM → Cases.

Cases.jpg
Fig. 1. CRM section “Cases”

On the Cases page (Fig. 2), the following tools are available:

  • Filter block;

  • Preset apply tool;

  • Preset save tool;

  • Reset filters tool;

  • Close filters panel button;

  • Search panel;

  • Add tool;

  • Columns selection tool;

  • Filters tool;

  • Registry refresh tool;

  • Delete tool;

  • Records registry;

  • Pagination.

Cases_page.jpg
Fig. 2. "Cases" page

2. Creating a New Case

To create a new Case:

  1. Click the Add button image-20250408-202608.png at the top of the page.

  2. The Case creation page will open (Fig. 3).

New record - Cases.jpg
Fig. 3. New Case creation page

  1. Fill in the fields on the Information tab (Fig. 4):

    • Subject — required, editable.

    • Description — optional, editable.

    • Source — required, editable.

    • Contact info — optional, editable. Filled in manually by the user, as it may differ from the main source.

  2. Go to the right-side panel where other fields are filled or populated:

  • Status — set automatically (initial) when creating.

  • Priority — set manually or automatically, taken from the "Priorities" directory.

  • Service — selected manually from the lowest level of the "Service Catalogs" (Catalog → Service → Subservice).

  • Deadlines — deadlines related to the Case are calculated by the system:

    • Response time — calculated automatically based on creation time, SLA, and Calendar.

    • Actual response time — recorded when the status changes.

    • Resolution time — recorded when the final status is set.

  • Author — the user who creates the Case, or the system user (if created automatically).

  • Reporter — Webitel contact.

  • Impacted — optional. A contact to be informed can be specified.

  • Assignee — assigned automatically if defined in the Service settings.

  • Group — set automatically from the "Contact groups" directory linked to the Service.

  • Applied SLA — selected automatically according to the Service.

Case info.jpg
Fig. 4. Information tab

  1. Click the Save button at the top panel to save the Case.

3. Editing a Case

To edit an existing Case, follow these steps:

  1. In the Case registry, find the record you want to modify.

  2. Click the pencil icon image-20250408-211007.png to the right of the required Case — the details page will open (Fig. 5).

Cases - Edit.jpg
Fig. 5. Case page in editing mode

You can also open the Case page directly from the general registry by clicking on the record itself. On the Case page, click the Edit button (Fig. 6) in the top panel — the page will switch to editing mode (Fig. 5).

Cases - Edit button.jpg
Fig. 6. Edit button on the Case page

  1. After making changes, click the Save button in the top panel.

3.1. What Can Be Edited

The availability of editing certain fields or tabs depends on the user's role and assigned permissions. If the user does not have the necessary permissions, some fields will be unavailable for editing.

  • Status — can be changed only after creation (once the Case has received an ID). The status is selected from the Statuses reference directory linked to the selected Service.

  • Fields on the "Information" tab:

    • Subject;

    • Description;

    • Source;

    • Contact info;

    • Related cases;

    • Comments.

  • The "Result" tab (Fig. 7) — available for editing only when the Case is in the final status. The user can specify:

    • Closure reason (from the Closure reasons reference directory);

    • Text description of the result.

The fields Rating and Rating comment are not editable — users cannot change them manually. These fields are automatically populated by the system if the client provided feedback through a configured process (after a call or chat). If the client did not leave a rating or comment, only the headers will be displayed without values.

Result.jpg
Fig. 7. “Result” tab

  • The "Timeline" tab (Fig. 8) — available for viewing only. It contains a history of interactions (calls, chats, tasks) related to this Case.

Timeline.jpg
Fig. 8. “Timeline” tab

  • The "Attachments" tab (Fig. 9) — files and links uploaded for the Case can be added or removed.

Attachments.jpg
Fig. 9. “Attachments” tab

  • The "Permissions" tab (if available) — shows only the roles and users that are accessible to the current user according to their permissions.

To grant access to other users or roles, click the Add role button. After clicking, the "New grantee" modal window opens (Fig. 10).

In the Role field, a list of all roles and users in the system is displayed, to whom access to the Case can be granted.

Clicking Add assigns a new role; clicking Close or the icon image-20250408-214244.png – closes the modal window.

New grantee.jpg
Fig. 10. “New grantee” modal window

4. Deleting a Single Record

To delete a single Case:

  1. Find the required entry in the registry.

  2. Click the Delete icon Screenshot 2025-02-26 141704.png in the row of the desired Case.

  3. In the confirmation modal window (Fig. 11), click the Yes button.

Confirm deletion.jpg
Fig. 11. "Confirm Deletion" modal window

  1. The Case will be deleted.

5. Deleting Multiple Records

To delete multiple Cases:

  1. Select the required entries in the registry using the checkboxes image-20250408-215044.png .

  2. At the top of the page, click the Delete button image-20250408-215130.png .

  3. In the confirmation modal window (Fig. 12), click the Yes button.

Confirm deletion records.jpg
Fig. 12. "Confirm Deletion" modal window

  1. The selected Cases will be deleted.