When you create a new case, you are given the option to mark it as a job, or a standard case.

Standard cases should be used when the customer has raised an issue that will not require a sales order, i.e. a service case that will have no charges attached to it directly.

Jobs can be used when it is very likely that the service case will result in a sales order being raised, either for engineering or a small number of additional goods.

If you are not sure if a sales order could be raised then you can create a job and if the order is not required the job will still function in the same manner as a standard case.

Existing cases can be changed to a job from the Case Type drop-down on the Summary tab of the case. They cannot be changed from a job to a case.

Jobs feature a Sales Orders tab

From here, you can click New Order to attach a new sales order to the job.

The job will also be visible on the sales order record, on the Cases tab. This view will show all cases (of any type) that are linked to that order, under the Parent Record: Order header.

Beneath that, you can see all cases that belong to the customer record, under the Parent Record: Customer header.

This view allows you to work on other cases without leaving the sales order.

It can also give you user a clear view of how many cases the customer has currently open, and help reduce case duplication.

This tab allows even standard cases to be linked to a sales order, though we recommend that you consider using a job type for cases that are tied closely to sales orders.