5.1 Cases Overview

5.1 Cases Overview

The Cases class helps to track issues or potential issues that are relevant to the products, services, or projects that you are
responsible for.

You can use the Issues module to manage requests , bugs , risks or standard issues.

The Issues module can be used to track information such as:

  • Issue summary
  • Issue's author and whether the issue was submitted internally or by a customer
  • Who resolved the issue, the exact work done to resolve it, and the costs incurred by your organization achieving resolution
  • Reject, deferment and all resolution details

Cases item type is a super class used to represent four different types of issues :

All four sub-classes inherit fields defined at the level of the cases item type. Inherited (shared) fields reside in the cases class,
while fields that differ between these item types reside in the corresponding sub-class.

Figure 1: Cases Module

While creating an actual item of one of the issue types, you should use the item type name of issue, bug, risk or
Request (API name = EnhancementRequest) respectively to designate which item type you are going to create.

API name of the item type is Case.

Issues of all types have following set of frequently used fields:

  • UniqueEntityIdentifier
  • Common
  • Standard
  • Lifecycle

The following table represents specific fields for case item type:

Name

Type

Mandatory

Description

Title

ü

Inherited from Standard ‘Name’ field

ID

Inherited from UniqueEntityIdentifier. System generated.

Description

Text

Text of Description as shown to the user. Contains “rich” text characters

PlainText

Text

Text of Description as stored in the database for purposes of searches

Severity

Item type

Represents severity of the issue. Reference to “Severity” pickup table

Priority

Integer

Represents priority of the issue

Mandatory

Boolean

Checked if issue’s resolution is mandatory

Owner

Item type

User that owns the issue. Reference to the Users entity

DueDate

DateTime

Target date to provide solution

AssignedTo

Item type

Who is currently assigned to the issue. Reference to the Users entity

AssignmentDate

DateTime

Date of the current user assignment, Read only field, set by the system

SubmittedBy

Item type

Who submitted the case. Reference to the Users Item type

SubmissionDate

DateTime

Date of the case submission

EvaluatedBy

Item type

Who evaluated the case. Reference to the Users entity

EvaluationDate

DateTime

Date of the issue evaluation

OpenedBy

Item type

Who opened the issue for resolution. Reference to the Users entity

OpeningDate

DateTime

Date of opening the issue for resolution

ResolvedBy

Item type

Who resolved an issue? Reference to the Users entity

ResolvedDate

DateTime

Date when the case was resolved

ResolutionDetails

String(2000)

Description of resolution

ClosedBy

Item type

Who closed an issue? Reference to the Users entity

ClosureDate

DateTime

Date of the issue closure

RejectedBy

Item type

Who rejected an issue? Reference to the Users entity

RejectionDate

DateTime

Date of the issue rejection

RejectDetails

String(2000)

Description of reasons and other details to reject the case

ReopenedBy

Item type

Who reopened the case? Reference to the Users entity

ReopeningDate

DateTime

Date when the case was reopened

ReopenReasons

String(2000)

Description of reasons to reopen the case

DeferredBy

Item type

Who deferred the case? Reference to the Users entity

DeferringDate

DateTime

Date of the case deferring

DeferReasons

String(2000)

Description of reasons to defer the issue

Comment

String(2000)

Free Comments

PlannedFor

Item type

When an issue is planned to be resolved. Reference to the Work Items entity.

ReportedbyCustomer

Boolean

Reported by the customer

Category

String(256)

Category of the issue

DuplicateTo

String(256)

ID of the duplicate issue


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