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Creating New Case Types

Case Configuration Wizard

To add new case types to Case Management you'll first need to Create a Form to Raise a Case.

Next, use the Configuration Manager to set up who will manage the case, the options available to the case managers, plus things like targets and SLAs.


The Configuration Manager is a tool you can use to set up your new case type and change the configuration for existing ones.

Pick a Product

The first page of the form lists the products integrated with the Configuration Manager.

Configuration Manager Page 1

Pick "Case Management".

Create a New Case Type

Page two lists the current case types, then gives options to create a new type, or import a previously exported type.

Config Manager Page 2

Pick "Create New Case Type".

Complete the Form

Complete the form following the guidance text and field hints provided. Almost every field can be edited later, so don't worry if you make a mistake.

Case Name and ID

The first values you need to enter are the case type and it's ID.

Case Name and ID

The name you enter will be visible to staff and users using templates like Self Service and User Requests, appear in emails, recorded in the case history, and used in any dashboards and reports you have set up.

The ID must match the value of the CASETYPE field in the form used to raise cases of this type.

Once the ID is set it cannot be changed. You can edit your case and change the name once you've completed the wizard.

Additional Settings

Once your new case type has been created you can configure additional settings. The new case type wizard doesn't set up things like tasks, statuses or automated routines.

It's a good idea to review all of the settings before you publish your form and let people start raising cases. In particular you'll want to check the main Setup and Naming and the Emails and Notifications.

See the Case Configuration Overview for a full description of everything you can configure and a list of all of the default settings.

Last modified on 13 October 2022

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