Case Type

Procedure

1. Sign in to the AICC, choose Configuration Center > Case Configuration 2.0 > Case Configuration > Case Type, and click .
   Figure 1 Create Case Type page
   

2. On the Create page, enter case type information and click Save.

   Table 1 Case type parameters

   Parameter	Description
   Organization	After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, use either of the following methods to configure the OU data scope based on site requirements: For accounts without the View All Organization Data permission under System Public Permissions configured: If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessable Organizations configured on the Employee Info or Organization Unit page can be selected. NOTE: If accessible OUs are configured on the Employee Info or Organization Unit page, the accessible OU configuration permission on the Employee Info page is used. If the Viewing and Editing Home Organization Data permission under System Public Permissions is configured, the OU (excluding sub-OUs) to which the current business account belongs can be viewed. If the View Lower-Level Organization Data permission under System Public Permissions is configured, the sub-OUs of the OU to which the current business account belongs can be viewed. For accounts with the View All Organization Data permission under System Public Permissions configured, all OUs can be selected. The number of OUs that can be selected is specified by the value of the system-level parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page. After the tenant parameter is set to No, all OUs can be selected.
   Case Type Name	Enter a case type name, for example, Complaint.
   Case Type Description	Enter a case type description, for example, Complaint content, Complaint target, or Complaint source.
   upperLevel Case Type	Select an upper-level case type.
   Case Template	Select a value from the drop-down list.
   Case Content Template	Associate a case content template.
   Case Process	Add case statuses.
   Advanced work process	Select an advanced case status. For details, see Advanced Case Status.
   Work Calendar	Select a work calendar. For details about how to create a work calendar, see Work Calendar.
   Strictly Follow the Status Sequence	Enable or disable this function. If this function is enabled, the case can only be handled step by step. If disabled, the case status can be transitioned to any status as required.
   Verify task status	Enable or disable this function. If this function is enabled, the status of the associated tasks is verified when the case is closed. If disabled, the status of the associated tasks is not verified.
   Case Restart Settings	After this function is enabled, Maximum Restart Count and Maximum Restart Duration can be set. For example, you can set Maximum Restart Count to 2 and Maximum Restart Duration to one day, which means that the case can be restarted only twice within one day.

3. After the case type is created, you can switch its status to to enable it. You can select only an enabled case type when creating a case on the Case 2.0 > Case Workbench page.
   Figure 2 Enabling a case type
   

4. After a case type is enabled, synchronize it to the Metadata Management page.
   Figure 3 Metadata Management
   

5. If the case type has not been referenced, you can switch its status to to disable the case type. After the case type is disabled, you can edit or delete the case type.