Tracking a case

To create a new case through the Tiny ERP client, you can go to the menu: CRM & SRM > All cases.

The top part of the first tab contains all generic information about the case. A simple description, the section of the case, the category of case, the creation date and priority, an internal responsible and the email of your partner that implied this case. You can also put the link to the partner and a contact of this partner.

The ID of the case is a unique identifiant that is assigned to this case after his creation. You can not change this field. When you are creating the case, it is written 0 but when you will save it, the 0 will transforms to the next available number.

Cases are classified within the differents sections of your entreprise. Ususally, sections are defined according to the structure of your company: support, sales, buyers, eso. The sections are structured in trees, like the above example.

In Tiny ERP, all different type of cases (technical support, sales, ...) are classified in different sections but uses the same case form. This is very interresting as you can redirect a support issue to the sale department simply by changing the section field. There is no retranscription or conversion.

The top of the first tab of the case form includes all data that may change when the case resolution evolves. The description field contains description of the latest action made for this case, by a partner or by an internal user. The state of mind field represent the mind (happy or not) of the partner.

The channel field is used to report the communication channel that have been used for this action: request from the website, email communication, direct phone call, meeting, eso. This is especially interresting for multi-channel statistics.

The user can also fill in the date of the next action so that he can track forth coming actions or tasks. Each time you process an action for this case, you can press one of these two buttons:

Silent process: record the action but do not send anything to the partner. You can use this button to record private comments.
Reply and Process: process the action written in description and send it by email to the partner using the email provided by the field 'Partner Email'.

Please note that these buttons are not visible while the case is not open or pending. So you have to open a case before working for it.

A case may be in different states:

Draft : A draft case is a case that have been requested / created but for which no responsible has started to work nor is assigned to this case.
Open : When you start working or accept a case, the case is open. That means that the case have to be processed within a reasonable time.
Pending : A pending case is a case that is waiting for the answer of the requestor.
Close : When a case is succesfully finnished, it is in the 'Close' state.
Cancel : When a case is finnished without success (refused, never closed, ...) it is in the Cancel state.

To change the state of the case, you can use buttons on the bottom right of the screen.

In the second tab of the screen, you can write all references needed to rightfully process this case: closing date, two references to others ressources, planned costs and revenue for sales cases and the probability of succeed of this case.

You can also assign watchers to the case. These watchers will automatically receive copy of all emails sent or received for this case. Write all email addresses separated by a comma. The latest email field contains the body of the latest email sent. It is used to send reminders to the partner or the user when needed.

In the third tab of the case, you can get the complete history of the case lifecycle.