Your application includes a set of predefined case types. A case is defined as a service case or a service request, which is a process that your staff performs to service your customers. Each case type contains one or more processes that you can extend to meet your business requirements. If you do not see an existing case type, you can create one during your planning process.

• Updating case types

  If an existing case type is close to meeting your business requirements, you can modify it and use it.

• Adding case types

  If you require a case type that is not similar to an existing case type, create a new one that meets your business requirements. If you want to add additional request types to your change request, create them as new case types.

• Defining class group to database table mapping

  To define how your cases are stored in the database, create a relationship between the class and the physical database table where the class instances will be stored. Work with the database administrator at your site on this task.

• Configuring case type locking

  For each case type, select whether only one user at a time can edit a case, or whether multiple users can concurrently edit the same case.

• Building features