Getting Started
To enable the new case UI navigate to:
Settings > Company Setup > Customisations > Enable New Case UI
This will enable the new case UI for all users.
You may want to disable this on a user by user basis, to handle this we have added a new user customisation "Disable New Case UI" which can be applied per user via:
Settings > Users > Select User > Customisations > check box for "Disable Case New UI"
Case Management Screen Explained
🧾 Case Header
At the top of the screen, you’ll find:
Case ID
Case Subject
A tabbed menu for quickly accessing:
Summary
Tasks
Additional Contacts
Affected Assets
Checklists (with item count)
SLA, History, and Properties
📝 Description Panel
This is the main area where the customer's message is displayed.
Editable Description shows the issue as submitted.
Option to toggle External/Internal to control visibility.
Use this section to update the case narrative or clarify the request.
🔗 Associated Cases
Link related cases to track dependencies or parent-child relationships.
Use the dropdown and search bar to find cases.
Select cases and click Link.
Mark a case as a Parent to centralize handling (e.g., for shared issues like service outages).
Use Select All or Close Selected for quick actions.
🗒️ Notes & Activity Feed
Document actions, updates, or next steps here and view any other case related activity such as task completion.
Use snippets from the dropdown to insert pre-defined text blocks.
Visibility Options:
Tick Visible to customer to share externally either in an email or via the customer portal.
Tick Notify watchlist to alert internal case watchers.
Click Add Note to save and log it to the case history.
📊 Right-Hand Panels
These collapsible panels allow quick access to important case metadata:
Status & Progress – Update Case Status, Sub Status, Priority or Est. Closed Date.
Case Identification & Classification – Assign case category, and sub-category, request type or source.
Ownership & Accountability – Assign case owner, teams, customer contacts and site.
Time Tracking – log time against cases (to utilise maintenance plans)
Business & Financial – Link an opportunity or sales order.
