Case Settings

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Access Settings

Navigate to Settings > Cases to configure case-related options: ![Case Settings Page] Screenshot showing the main case settings interface

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Status Configuration

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Managing Case Statuses

Configure the available case statuses:

1. Create Status:
   • Label and description
   • Color coding
   • Stage assignment
   • Unique value
2. Edit Status:
   • Modify existing status properties
   • Update color and label
   • Change stage assignment
3. Delete Status:
   • Remove unused statuses
   • Handle cases with deleted status

![Status Management] Screenshot of the status management interface

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Templates

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Case Templates

Create and manage case templates:

• Define default values
• Set required fields
• Create specialized templates
• Organization-specific templates

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Template Properties

Configure for each template:

• Name and description
• Default field values
• Required fields
• Automation rules
• Team assignments

![Template Configuration] Screenshot showing template creation and editing

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Field Configuration

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Custom Fields

Add organization-specific fields:

• Field types (text, number, date, etc.)
• Required/optional settings
• Default values
• Field validation

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Field Display

Configure how fields appear:

• Field order
• Grouping
• Visibility conditions
• Mobile display

![Custom Fields] Screenshot of custom field configuration

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Automation Settings

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Workflow Rules

Configure automated actions:

1. Triggers:
   • Case creation
   • Status changes
   • Field updates
   • Time-based events
2. Actions:
   • Status updates
   • Assignments
   • Notifications
   • Integration calls

![Workflow Automation] Screenshot of workflow automation settings

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Team Settings

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Access Control

Configure team-based settings:

• Role permissions
• Team assignments
• Visibility rules
• Collaboration settings

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Assignment Rules

Set up case assignment rules:

• Auto-assignment
• Load balancing
• Skill-based routing
• Backup assignments

![Team Configuration] Screenshot showing team and assignment settings

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Integration Settings

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External Systems

Configure integrations with:

• SIEM platforms
• Ticketing systems
• Communication tools
• Custom applications

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API Configuration

Manage API settings:

• API keys
• Webhook endpoints
• Rate limits
• Authentication

![Integration Settings] Screenshot of integration configuration

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Notification Settings

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Email Notifications

Configure email alerts for:

• Case creation
• Status changes
• Assignments
• Comments
• Due dates

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Other Notifications

Set up notifications for:

• Slack/Teams
• Mobile push
• Custom webhooks
• System alerts

![Notification Configuration] Screenshot showing notification settings

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Analytics Settings

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Metrics Configuration

Configure tracking for:

• Response times
• Resolution rates
• Team performance
• Custom metrics

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Reporting

Set up report templates:

• Case summaries
• Team reports
• Custom reports
• Scheduled reports

![Analytics Settings] Screenshot of analytics and reporting configuration

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Best Practices

1. Status Management:
   • Keep status list concise
   • Use clear color coding
   • Document status meanings
2. Templates:
   • Create templates for common cases
   • Review and update regularly
   • Get team feedback
3. Fields:
   • Only add necessary fields
   • Use clear field labels
   • Group related fields
4. Automation:
   • Start with simple rules
   • Test thoroughly
   • Monitor performance
5. Permissions:
   • Follow least privilege
   • Regular access review
   • Document role requirements

For information about working with cases, see Working with Cases.