Creating a New Case Type

A DCM solution provides a range of mechanisms and fields that can be used to categorize and classify Cases. Whilst the number of classifying fields is unlimited by using Custom Fields, the primary useful primary classification for a Case is the Case Type.

A Case Type is determined first and cannot be later changed.

Steps to Create a New Case Type

1. On the top right, navigate to 

   

    → ServiceJourney
2. On the top left, navigate to 

   

    → Setup
3. In the left panel menu, navigate to Case Setup → Case Type
   
4. Click on New Case Type 

   

   button
5. Fill out the form
   
6. Click Save it

Field	Description	Sample
Basic
Name	Name to identify the case type	Refund
Permanent Code	Auto-populate field using the Name field but extracting any spaces and/or special characters and formated to uppercase. You can override this value (ensuring no spaces or special characters are used)	REFUND_MM
Icon	Select an Icon to pictorially represent your Case Type	Awesome Fonts
Resolution Codes	If needed, select the resolution codes that will be available when closing a case to indicate what was the outcome	Successful Resolution
Description	Brief description for the case type	Refund case type for MM department
Default Priority	New cases will have this default priority This can be overridden programmatically or manually by the caseworker after the case creation. See Automatically triaging emails	Normal

Related Articles

• Creating a new case
• Case Inbox
• Case Data Model