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Creating a new case type from a template


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Use a template to create a new case type that includes the most common case type features and models workflow best practices.

Determine which template best meets your needs. For information, see Case type templates.
  1. In the navigation pane of App Studio, click Case types.

  2. Click New.

  3. Enter the name for the new case type in the Case type name field.

  4. Expand the Case template section, and then select the template from the Template list.

  5. Click Next.

    The new case type opens in the Workflow tab.
  6. Click the Settings tab, and then click Case processing options to enable and disable case type features.

    For information, see "Configure case processing options," next.
  7. Click the Views tab.

    Set up the views to meet your business requirements. Add the view to collect case details required during the Intake stage. For information, see Configuring views for cases.
  8. Click Save.

  9. Modify the case type features to meet your business requirements.

    For information, see the following procedures:

    • "Modifying the Send intake and Send resolution notifications," later in this topic.
    • "Using the Service case template to send outbound email from a case," later in this topic.
    • "Configuring the Confirm harness," later in this topic.
    • Implementing case types and attributes
    As a best practice, use only App Studio, and not Dev Studio, to modify the new case type. This helps to ensure that
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