Invoice case form

The invoice case form displays details about an invoice case.

표 1. Invoice case form fields

Field	Description
Invoice Case
Number	The automatically generated record number. The prefix for numbers from the Invoice Case table is INVCS.
Channel	The method by which the customer initiated contact and the case was opened. Web (default) Phone Email Chat Social Community Alert Virtual Agent
Account	The name of the company that the invoice case is opened for.
Contact	The name of the customer contact for the invoice case.
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.
Partner Contact	The name of the partner contact for this invoice case.
Parent	The parent record for the invoice case.
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 invoice 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 invoice case.
Entitlement	The entitlement associated with the invoice 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	The name of the partner company.
Request source	The source of the invoice case. Invoice cases can be created from the following sources: Specific invoice lines, single invoice Invoice header details, multiple invoices
Invoice	The invoice that the invoice case is created for.
Notes
Watch list	Users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed.
Work notes list	Internal users who receive a notification about this case when work notes are added. You can only add internal users to the work notes list.
Additional comments (Customer visible)	Customer-viewable comments. Each comment is inserted into the Activity field when the user saves the record.
Work notes (Private)	Information about how to resolve the case, or steps taken to resolve it, if applicable. Internal users who have been added to the Work notes list receive notifications when work notes are added to the invoice case.
Closure Information
Closed by	The name of the user who closed the case.
Closed
Resolution code	The resolution provided for the invoice case:
Cause	Details about the cause of the issue or problem.
Resolution notes	Details about how the case was resolved.
Add resolution notes to comments	A check box to determine if the resolution notes are added to customer-viewable comments when the case is resolved. If selected, the resolution notes are added to the Additional comments (customer-visible) field. By default, the check box is cleared.
Related Records
Incident	Displays the number of the incident record associated with this invoice record.
Problem	Displays the number of the problem record associated with this invoice record.
Change Request	Displays the number of the change request record associated with this invoice record.
Caused by Change	If a case is the result of a change, this field displays the associated change request record.