Technical Information

Subtypes are one way you can organise and group your complaint cases.

There's a lot of flexibility to how users and groups are set up. This article describes one common approach.

The following elements must be configured for complaint cases to work as described.

The main page hub is made up of Self Service articles, each filtered to show cases at different stages.

When changes are made to a case, a number of background tasks are triggered to update it. These are mostly used to keep the current stage and status in sync, but can also reset SLAs and reassign the case to other teams.