To support flexible case management, LogicHub allows you to add custom fields for use in cases. For example, if you want to record information about a specific characteristic that applies to your case environments, such as a customer preference or product type, you can add a field to record that information.
To add a custom case field:
- Select Settings > Case Settings on the left navigation.
- Open the Fields tab.
- Click +.
- Enter a unique name to identify the field.
- Enter the display name for the field in the UI.
- Add a description.
- Choose the field type. If you choose Select or Multi Select, the UI prompts you to specify the selection values. Enter a value and click Add. Continue adding the values you want to include. To delete a value, click the trashcan icon.
- For Associated Case Types, choose All to make the field available for all case types, or Choose and select the case types you want to include. You can select multiple case types by selecting each from the drop-down list.
- The Is Observable option allows you to identify cases that are similar. For details, see Identify similar cases.
- Click Save.
When creating a custom case field, the ‘is Observable’ option helps you identify cases that are similar to each other. If a custom field is marked as observable, then two cases are considered to match if they have the same value for that field.
In the following example, the ‘IP Address’ field is marked as observable when it is created.
Suppose you’re working on a case and you want to know whether the IP address in your case matches the IP address in any other cases. To find out, select Case Management > Cases and click the case to select it. Then expand the Linked Cases section and click Link Cases.
A new page opens with a list of the observable fields and space to enter values on the left. The matching cases are shown in the middle of the page.
In this example, four cases have the value 22.214.171.124 for the IP address field.
The controls on the right allow you to sort the list and apply priority or status filters. When you select controls on the right, the list of matching cases updates immediately.
You can match on multiple observable fields. Matches on multiple fields are always OR matches. To add additional fields, use the Observables dropdown menu on the left. To remove a field, select it and click X.
The example in the following figure has 2 observable fields, ‘IP Address’ and ‘URL’.
The matching cases have IP Address value ‘126.96.36.199’ or URL ‘https://www.logichub.com’ or both.
The fraction in the Match column represents the number of matches divided by the number of observable fields. In the example, the case 'BWtest02' matches both fields (2/2), whereas the others match only one of the fields (1/2).
To link other cases to the current case and redisplay the current case, select the cases of interest and click Link.
Now when you expand the Linked Cases area, you can see the linked cases listed. From this view you can click the case name to open that case, click View or Hide to show or hide additional information, or click Unlink to remove the linkage. You can also link additional cases by clicking Link Cases again.
Updated 8 months ago