Case configuration

Accessing case configuration

This area can accessed from the Administration section of the Navigation pane.

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What permissions do I need?

To access this area a manage the different options that will be used for case management, you need the Case configuration permission. Otherwise, you will not see this option in the Navigation pane. Find more information about roles and permissions here.

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Working in the case configuration area

This area consists of 5 different tabs: General, Case types, Fields, Priority, and Status workflow. Each of them contains the necessary options to customize a specific aspect of cases for later use.