Creating a case (fields, Related To, case tags)

You can create a case from the Case Management area or from the Cases tab on a person or organisation profile. The fields are the same in both places. This guide also covers editing a case after it has been created.

Create a case from the Case Management area

1. Open Case Management and choose any view (for example, New Cases).
2. Click Create Case. The New Case drawer opens, with the fields grouped under Case details.
3. Enter the Case Name.
4. Add case tags in the Select tags field. Your account may apply some case tags automatically for your user group — remove any that don't apply.
5. Complete any custom fields shown (for example, an Issue category). Which custom fields appear can depend on the case tags applied, and some may be pre-filled or required.
6. Enter a Description.
7. Under Related to, search for and select the people and/or organisations the case concerns. They are linked to the case, and it appears on each of their profiles.
8. Check the Date. It starts at today's date.
9. Check the Status. It starts at your account's default status.
10. Set Assigned to — search for a SwiftFox user (contacts cannot be assigned).
11. Add any files under Associated documentation — click the attachments area or drop files onto it (up to 5 MB each).
12. Click Sharing permissions (top right), set which users, user groups and circles can access the case, and click Apply. Posts created in the case take these permissions automatically.
13. Click Create. The case is added to the table and to the Cases tab of every related contact.

Create a case from a contact profile

1. Open a person or organisation profile.
2. Go to the Cases tab.
3. Click Create Case and complete the same fields and steps as above.
4. The new case appears on the profile and in Case Management.

Edit a case

1. Open the case — click its row in a case view or on a profile's Cases tab. It opens on the Case tab, which shows the case's details.
2. Click Edit.
3. Update any of the fields. The edit form also includes Last Contact Date.
4. Click Save.

To change who can access an existing case, use Sharing permissions at the top of the edit form, or the ⋮ menu on the case's row — see Case sharing permissions & inheritance to posts (Document ID: 171).

Case fields explained

• Case Name — the title of the case.
• Select tags — the case tags applied to the case, set up on the Case tags tab at Settings → Data & records → Tags & categories; used for classification and filtering, and shown in the Type column. See Case tags setup (Document ID: 166).
• Custom fields — any additional case fields your account has configured (for example, an Issue category, or a Case ID that shows "Auto-generated on save" until the case is created). Some appear only when particular case tags are applied. See Custom fields on cases (Document ID: 374).
• Description — a summary of the issue or interaction.
• Related to — any number of people or organisations from your database, identifying who the case concerns. The case appears on each of their profiles.
• Date — the case date; starts at today.
• Status — where the case is up to; starts at your account's default status and decides which status-based view the case appears in (for example New Cases or Closed Cases). See Managing case statuses (Document ID: 375).
• Assigned to — the responsible SwiftFox user. Only SwiftFox users can be assigned, not contacts.
• Last Contact Date — available when editing a case.
• Associated documentation — files attached to the case (up to 5 MB each), shown in the Attachments column.
• Sharing permissions — the users, user groups and circles who can access the case; posts created in the case take the same permissions.