GoldMine Web (GMWEB) 2016.1 - Cases in GoldMine Web

Version 1

    Details

    Cases

     

    GoldMine Web 2016.1 introduces phase 1 of Cases.  A Cases section is available on Contact records to access Cases related to the specific Contact.  A CASES page is available to access all Cases based on user security.  Case records are available to view field data for a selected Case.

    • A Cases list is available from the navigation bar or menu. By default the list is filtered to Open Cases for the logged in User. A User can select to view Cases with a different Status or Owner or view all Cases. The Cases list can be sorted by the available columns – Case Number, Type, Subject, Company, Priority, Status, Deadline, or Owner.
    • Cases are also available from the new Cases section on the Contact record. From the Cases section, the user can click the View All link to see the Cases List filtered to Cases for the selected Contact.
    • Select a Case from the list or section to view or edit information about the Case.
    • A Case can be Reassigned or Escalated and an email notification can be sent to the Owner. A Case can be Resolved or Abandoned and an email notification can be sent to the Contact.

     


    Resolution

    Contact Record > Cases Section

     

    • Similar to other Contact record sections (E.g. Details, Additional Contacts, Opportunities, etc.)
    • Located just below the Opportunities section


             


              

    • Collapsed by default
      • Expand section to view list of Cases for the Contact
                    
      • Collapse/expand to refresh
      • On small screens, access/expand by selecting Cases from ‘go to’ hyperlink on Contact record


    • Available fields:  Case Number, Subject, Priority, Status
    • Ordered by : cases.status asc, cases.due_date asc
      • The status field in GoldMine Premium Edition is stored as as numeric value, which means the sort order is therefore Assigned, Re-Assigned, Escalated which represents open cases, followed by Resolved and Abandoned cases
        Status 1 = Assigned
        Status 2 = Re-Assigned
        Status 3 = Escalated
        Status 4 = Resolved
        Status 5 = Abandoned

                      



    • Select any Case to open Case record
    • View All hyperlink

      • Select to access Cases List filtered by Contact record
      • Title bar displays Company name
             


     

    Cases List

    • Access by navigation bar, Menu overlay, or View All hyperlink   


             

               

             



    • Defaults to logged in user’s Open Cases


      • Open Cases have a status of Assigned, Reassigned, or Escalated
    • All Cases may be viewed; there is no maximum limit


      • Filter by any user
      • Filter by any status
      • Filter by Contact record by selecting View All hyperlink from Contact record > Cases section
    • Available columns: Case Number, Type, Subject, Company, Priority, Status, Deadline, and Owner
      • Customized labels are respected
      • Select the column header to sort 
      • Company hyperlinks to Contact record 
    • Action column to Escalate, Complete (Resolve or Abandon), or Edit a Case

            

     

    Case Record

    • Available fields:  Case Number, Subject, Company, Contact, Description, Status, Owner, Deadline, Priority, Category, Type, Origin, Offering, and Date Submitted
      • Custom labels are respected
    • Edit icon opens Case to edit Subject, Description, Deadline, Priority, Category, Type, Origin, and Offering field data
    • Checkmark icon allows the user to Resolve or Abandon the Case
      • User must select Resolve or Abandon from the Status drop down to enable the OK button
      • Resolution Type and Note can be added
      • Email can be sent to Contact
    • Fire icon allows the user to Escalate the Case
      • Email can be sent to owner
    • Pencil icon beside Owner field allows the user to reassign the Case.
      • Email can be sent to new owner

            


     

    Cases Email Notifications

    • All email notifications can be sent when a Case is Reassigned, Escalated, Abandoned, or Resolved are sent from the GoldMine server.

            

             

    • A user must have an email account configured in GoldMine Premium to:
      • Send an email to the Contact when Resolving or Abandoning a Case
      • Send an email to another user when the other user has selected to receive emails by email server
    • A spinner may be displayed while the server sends the email
      • Sent emails are seen in the History section of the associated Contact record  
      • If the server is unable to successfully send the email an error notification will be displayed
        • Messages that fail to send are seen in the Pending section of the Contact record as a queued email
        • Queued emails can be sent from GoldMine Premium
    • When a Case is Reassigned or Escalated to a user with the option to use GoldMine messaging configured, the sending user is not required to have an email account configured in GoldMine Premium 

     

    Other

    • When a Case has a status update, a history item is created to track the change as in GoldMine Premium
    • Cases are only available when the Contact Set database matches the GoldMine base database
      • If a user has most recently accessed a Contact Set in GoldMine Premium that does not match the Base database and logs into GoldMine Web, a warning notification is displayed informing the user that the Contact database does not match GoldMine database

                     

     

    Coming in Future

    • Add a new Case
    • Access to Pending , History, and other sections from the Case record