Create Case

Use Create Case to prompt the user to create a new case as part of a workflow process, or to automatically create a case with predefined values and no user input. You can use this action only with records that have been created and attached to a workflow. This means you cannot use it with primary rules.

The table below describes the Create Case fields on the Workflow Action Details screen.


Field	Description
Type	The action to be performed.
Get Default User From	The user assigned to the case. You can use the # symbol to add information about the current user. For more information, see Using the ## and # symbols. If you've specified a user in Assigned To, leave this blank.
Attribute	The attribute of the button on the screen. Select Hidden to automatically execute the action with predefined values without displaying it to the user.
Label for new case	The label that's attached to the case. You can use it in JavaScript conditions on future workflow rules to test the values of fields on the communication. For example, Display the Closed workflow rule when Status of related communication labeled "XYZ" is Complete.
Order	The order of the field on the screen for this workflow rule. Set the order of a field to move it to a different position on the screen and use New Line to move the field to a different line.
RefId	The issue log ID.
Found In	The product version in which the problem was found.
SLA	The SLA that's applied to the case.
SLA Severity	The severity of the SLA applied to the case.
Description	A short description of the problem.
Area	The area of the product that's affected by the problem.
Source	How the problem was raised.
Customer Ref	The customer's own reference identifier.
Fix In	The product version in which the problem will be fixed.
Created By	The person who logged the case.
Current Time Offset	The number of minutes that are added to the time at which the action is executed. This is used to calculate the date and time displayed in the case Opened fields.
Severity	The priority of the case.
Assigned To	The user assigned to the case. If this is blank, the user in Get Default User From is used.
Team	The team assigned to the case.
Stage	The stage of the case.
Status	The status of the case.
Problem Type	The type of problem.
Solution Type	The type of solution.
Problem Details	A detailed description of problem.
Solution Details	A detailed description of solution.
Closed	The date the case is closed.