Case types and properties
Open in Clockwork CRMEnter your Clockwork CRM address at the top of the page to open this in your Clockwork CRM.
Case types
A case type is a kind of case, such as a bug, an issue or a complaint. Each has its own statuses and can have its own properties. Every case has a type, and at least one case type must exist before cases can be added.
Case types are managed at Case Management → Case Types, or Types in the Case Management top bar. Access is controlled by team permissions, and changes apply to every user. See Teams and permissions.
The page lists your case types, each with its colour. Click a type to open it beside the list. When there are none, the page says No Case Types Found.
Adding a case type
- Select Add Type.
- Enter the Type Name, up to 100 characters. It is required.
- Choose the type's colour. It marks the type on the case list and on each case.
- Add any statuses of your own. See Statuses.
- Select Save.
A message confirms Case type successfully saved. If anything on the form is wrong, Save stays unavailable and the form says One or more errors on this form are preventing the save action.
To change a type, click it in the list, make your changes and select Save.
Deleting a case type
- Select the bin icon (Delete Case Type) on the type's row.
- Confirm.
The type, its statuses and its properties can no longer be chosen for new cases or in the case list's Type filter. Cases that already use the type are not deleted.
Statuses
Every case type has two statuses that are always there and cannot be changed or removed:
| Status | Meaning |
|---|---|
| Open | The first status of every case |
| Complete | The case is finished. Choosing it asks for completion notes. See Cases |
The statuses you add sit between them. Adding, changing and removing statuses needs the Case Statuses permission. Without it, the statuses are shown but cannot be changed, with the message You don't have permission to manage statuses.
| Action | What it does |
|---|---|
| Add Status | Adds a status called New Status at the end of your statuses |
| Click a status | Opens Edit Type Status, to change the Status Name, up to 50 characters, and its colour. Save keeps the change and Cancel discards it |
| Drag a status | Moves it up or down. The order is the order statuses are offered in on a case |
| Bin icon (Delete Case Status) | Removes the status, after you confirm |
Changes to statuses are saved when you select Save on the case type.
A case's status is changed from its record or from the case list. See Cases.
Properties
Case properties are custom fields on cases. They are managed from Case Management → Properties, or Properties in the Case Management top bar. Access is controlled by team permissions, and changes apply to every user.
Type at the top chooses which properties you are working on:
| Type | Where its properties appear |
|---|---|
| General Details | In the General Details step when a case is added, whatever its type, and on every case record |
| A case type | In the Stakeholders & Specifics step for cases of that type, and on the records of cases of that type |
The list shows each property's position, an icon for its property type, and its name. When the chosen type has none, the list says No Properties Found.
| Action | What it does |
|---|---|
| Add Property | Opens the property form for the chosen type |
| Click a property | Opens the property, to edit it |
| Drag a property | Moves it up or down. The order is the order properties appear in on cases |
| Bin icon (Delete Property) | Deletes the property, after you confirm |
The property form and the property types work as they do for contacts, except that case properties have no property groups. See Custom properties.
A property set to Required must be filled in before you can move on to the next step when adding a case.
Related
Last updated