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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.