The following are not required procedures, but they are Amy's tips and tricks on ways to make finding and tracking cases easier.
Once a Case has been assigned to me, I always try to update the Case Subject Information to be more specific so it will be easier to find if needed.
Examples
Example 1:
Subject when Case is Create: Sedona-X
After reading Case Details I update the Subject: Sedona-X: User Role Groups
Example 2:
Subject when Case is Create: Invoice Issue
After reading Case Details I update the Subject: Jobs: Tax Issue on Invoice
Adding the Module or Software to the Subject Line.
I always try to put the Module or Software that the issue is pertaining to at the beginning of the Subject Line.
Examples:
WeSuite: Importing Change Orders Issue
SedonaWeb 1.0 – Customer Cannot Access Payment Portal
Master Account – Cycle Invoicing Issue
AP – Vendor Bill Deleted
EFT Processing – Unsettled Transaction
AR Reports – AR Aging by Effective Date
Cycle Billing – ACH Hold Date Issue
Sedona-X – Cannot Save Notes
Searching for Case by the Module or Software in the Subject Line
By Updating the Subject Details, this makes it much easier to Search for a Case with the same Module/Software Issue.
Example: Searching for Sedona-X Issues
Process for Keeping Track of Cases/Issues sent to DEV.
I created a Main Folder – “Development” – and each time I create a Template and transfer a Case to Development I create a Subfolder and include the Case Number – Company – Issue.
If there is already a Case in DEV with this same issue, I include the Parent Case Number in the Folder Details
