Details, Status, Summary and Target SLAs

This section displays the contact details submitted by the user who raised the case.

Making Updates

Case managers and monitors (eg "Enquiry Groups" accessing the case via the search) can update the information in this section using the "Change" links.

All of the options work in the same way. Press "Change..." then enter a new value.

Outcome

• Updates may send an email to the case manager and user who raised the case
• A public note is added to the case history showing the new and previous values

Configuration

• Emails use the "Contact details updated" email template
• All users with access to the case are able to update these details, it's not configurable