Case Type

To differentiate businesses, you can classify cases into different types, such as complaint or consultation cases. Different types of cases can be associated with different statuses to meet business requirements.

Procedure

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

Figure 1 Create

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

**Table 1** Case type parameters
Parameter	Description
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.
Cascader	Select an upper-level case type.
Case Template	Select a value from the drop-down list.
Case Context Template	Associate a case content template.
Case Process	Add case statuses.
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.

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