In SuiteCRM Cases are used to record interactions with Customers when they ask for help or advice, for example in a Sales or Support function. A Case can be created, updated when a User is working on it, assigned to a colleague and closed when resolved. At each stage of the Case the User can track and update the incoming and outgoing conversation thread so a clear record of what has occurred is registered in the CRM. Cases can be related to individual records such as Accounts, Contacts and Bugs.

Cases Actions

You can access the Cases actions from the Cases module menu drop down or via the Sidebar. The Cases actions are as follows:

  • Create Case – A new form is opened in Edit View to allow you to create a new Account record.

  • View Cases – Redirects you to the List View for the Cases module. This allows you to search and list Case records.

  • Import Cases – Redirects you will be taken to the Import Wizard for the Cases module. For more information, see Importing Records.

To view the full list of fields available when creating a Case, See Cases Field List.

Advanced functionality for Cases can be found in the Cases with Portal section of this User Guide.

Managing Cases

  • To sort records on the Cases List View, click any column title which is sortable. This will sort the column either ascending or descending.

  • To search for a Case, see the Search section of this user guide.

  • To update some or all the Cases on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user guide.

  • To duplicate a Case, you can click the Duplicate button on the Detail View and then save the duplicate record.

  • To merge duplicate Cases, select the records from the Cases List View, click the Merge link in the Actions drop-down list, and progress through the merge process. For more information on Merging Duplicates, see the Merging Records section of this user guide.

  • To delete one or multiple Cases, you can select multiple records from the List View and click delete. You can also delete a Case from the Detail View by clicking the Delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user guide.

  • To view the details of a Cases, click the Case Subject in the List View. This will open the record in Detail View.

  • To edit the Case details, click Edit icon within the List View or click the edit button on the Detail View, make the necessary changes, and click Save.

  • For a detailed guide on importing and exporting Cases, see the Importing Records and Exporting Records sections of this user guide.

  • To track all changes to audited fields, in the Case record, you can click the View Change Log button on the Case’s Detail View or Edit View.

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