Order case form

The order case form displays details about an order case.

Table 1. Order case form fields

Field	Description
Number	The automatically generated record number. The prefix for numbers from the Order Case table is ORDCS.
Account	The name of the company that the order case is opened for.
Contact	The name of the customer contact for the order case.
Scope of request	Identifies the scope of the change for an order case Agents can use this field to select the type of change for an order case. Specific line items, Single order: Sets one or more order line items as the source for case line items. Multiple orders: Sets one or more complete orders as the source for case line items. Selecting Specific line items, Single order sets the Origin table field to "Order Line Item" and makes the Order number field mandatory. When the user selects the order number in the Order number field and selects Add on the Order Case form, the system displays the Add order lines to case modal. This modal lists the order lines for the specified order number. Selecting Multiple orders sets the Origin table field to "Customer Order".
Order number	Reference to the customer order. If the Scope of request field is set to "Specific Line Items, Single Order" then this field becomes mandatory.
Channel	The method by which the customer initiated contact and the case was opened. Web (default) Phone Email Chat Social
Service	The service that was selected from the service selector when the order case was created.
Product	The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro). If you select an asset in the Asset field and the asset has an associated product, the Product field is automatically updated. A product can be associated with multiple assets.
Asset	The asset tag number or the serial number of the asset involved in this case.
Install Base	The Install base field helps you track which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item.
Origin table	Displays the table where the order case was initiated.
Short description	A brief description of the issue or request.
Needs attention	When checked, the system sends a notification to the agent in the Assigned to field. The notification includes the case number, state, priority, and short description.
Opened	The date and time that the case was opened.
Priority	The assigned priority: 1 — Critical 2 — High 3 — Moderate 4 — Low (default)
Assignment group	The assigned customer service agent group.
Assigned to	The assigned agent. If a group is selected in the Assignment group field, the assigned agent must belong to this group.
Contract	The contract number associated with the order case.
Entitlement	The entitlement associated with this case. The entitlements available for selection in the reference list channel matches the case creation channel. The available entitlements are filtered by the settings in the Account, Contract, Product, and Asset fields. If only one entitlement is available for this case, it is automatically added to the Entitlement field.
Partner contact	The name of the partner contact.
Partner	The name of the partner company.
Parent	The parent record for the order case.
Resolution code	Choice list indicating the resolution states for the case. This field is mandatory when an agent proposes a solution for a case. The Order Operations Case Management application adds the following resolution codes to the Resolution code field: Change approved Added replacement product
Request reason code	Increase Demand Change in Contract Initial input incorrect Other