Issue Details Overview

Issue Details categories are used to store further information for an issue on a case. Whereas an issue record allows you to define specific issues that a caller may have had, the issue detail record allows you to enter further information such as when and where something occurred and any other items that may have reacted with your company's product. Multiple issue detail records can be added to an issue using the Add Issue Detail button on the Case page's Issue section menu.

Setting Up Emplifi Agent to Use Issue Details

To use issue details in your system, you must complete the following:

1. Define Issue Detail Category codes.

   1. Select Administration > Company Setup > Case Categories > Issue Detail (T) Categories.

   2. Click the New Category button. A list of available "T" Codes display.

   3. Select the code you want to add.

   4. Click the Add button. The code displays in the code view. You can now edit the code as required. Issue Detail Codes are defined the same as other category codes. For more information, see Category Definition.

2. Define the Issue Detail layout.

   1. From the Layout Editor, select CaseEditCaseFullH in the Layout drop-down list. For details, see Layout Editor Overview.

   2. Click the CaseEditIssueDetailDetail link. The layout for Issue Details displays.

   3. Add fields to the layout as you would any other layout.

If you define the T01 code as part of the layout, when the user selects New Issue Detail their cursor defaults to this field regardless of where it is located on the Issue Detail layout. If you do not include the T01 code on the layout the cursor defaults to the Issue's first column.