Create Case Types

Case types save time and promote consistency by allowing you to create case configurations for reuse. When defining a case type, you can specify the custom fields to include, layout settings, and task settings, and behavior that you want to apply across all cases of that type.

Create a Case Type

To create a case type:

  1. Go to Settings > Case Settings on the left navigation.
  2. Click Case Types > New Case Type.
  1. Enter a name to identify the case type and a description.
  2. Click Save.

The case type is created and added to the list on the Case Types page.

Edit Case Type

Case type allows you to edit the name of the case. Go to Settings > Case Settings; on the case settings listing page, search for the case type name you want to edit and click to open it. Click on the case name, the edit window opens up. The following are the supported characters for editing the case type name.

!, @, $ , % ^, & *, (, ), - , _ , +, =

Additionally, you are also allowed to use the hierarchy such as:

  • (Parent) child
  • Parent ! child
  • Parent @ child

The following screenshot is an example to show how to use the hierarchy, similarly, you can use the others as mentioned above as needed.

If you're using any other characters other than the list mentioned above for editing the case type, there will be an error when you open the case.

For example, using forward-slash ( / ) in the case type name is not allowed.

The following error will be displayed when you open the case in case of using forward-slash.



While editing a case type, if you add any URLs in the summary, the URLs will be listed in the Extracted URLs field which is not clickable. This is to avoid users clicking on the URL in case the URLs are spam or phishing.

Set Up the Case Type

To edit the case type settings:

  1. Go to Settings > Case Settings on the left navigation.
  2. Click on Case Types tab.
  3. Click on any case type to edit.

A case type contains the following tabs:

  • Details
  • Fields and Layout
  • Transitions
  • Tasks
  • Case Report


You can select the default assignee and watchers in the basic details. You can also share the cases with the users or groups and set the permission and click Save.

Fields and Layout

Fileds and Layout allow you to add custom fields to a case type, they become available to add to fields and layouts as desired.

In the fields and layout tab, you can:

  • Add additional section by clicking on Add Section and add multiple tabs by clicking on the + sign in each section.
  • Click and drag to rearrange the sections.
  • Click on the three lines in the section to reorder the tabs.



Prevent users from accidentally navigating away from layouts
After you make changes such as add section or fields in this layout and accidentally navigate away from the tab, you will be prompted to take action to save changes.
Click Yes to discard the changes or click Cancel to stay on the page and click Save at the bottom of the page to save the changes.

To add a custom field:

  1. Click + Add Fields and select from the available custom fields.

For information on creating custom fields, see Add Custom Fields to Cases custom fields to cases](doc:add-custom-fields-to-cases).

  1. Click + Create a new field to add a new field.

A New Field form opens up. Enter the required details and click Save.

  1. You can configure the field name by adding the users and setting permissions for each user and click Save.
  1. Click Add Section to create a new section in the layout that allows you to add additional custom fields to appear when the case is viewed.

  2. For each section, you can add the required tabs by clicking on the + icon from the default tabs.



In sections, you can reorder the sections, use your cursor to grab the horizontal bars in a section, and drag to the new location.

  1. To create a new tab, click Add Tab(s); use a comma to add multiple tabs. This field allows you to add new tabs in addition to the default tabs listed as in the below screenshot. After you have added the fields and section tabs, click Save.


  • Navigate to Transitions tab from Case Types.
  • Select the Workflow from the drop-down, assign the new status to be shown in the workflow and click Submit.
  • Click Edit Layout to create a case.

A Create Case page opens up.

  • To add additional custom fields when creating a case, drag from the available fields on the right. The available fields are those that you select in the Associated Fields area.
  • To change the order of the fields, drag to create the new order.
  • To set a custom field as Required or Optional, click the field and make your selection.
  • When you’ve made the desired changes, click Save.


You can add tasks to be included in all cases that are created with your case type.

  • To add a task, click + Add a Task. For instructions on setting up tasks, see Add tasks to a case.
  • To require tasks to be completed in the order in which they are listed, keep the checkbox Disable tasks until prior tasks are complete selected.

After you add a task, the Tasks tab will look like this:

Status Workflow
Select a predefined workflow for the case type. For instructions on creating workflows, see Create global settings for cases.

A page opens for you to specify the state transitions for the workflow. The states and allowed transitions are specified when you create the workflow.

For each current status, select the next status from the dropdown lists. When you're finished, click Submit. You can now create a new case and include the workflow.

Case Report

This option allows you to view or email case information in a dashboard-style report.
When you click Edit Layout, a dashboard layout opens with default sections for the case information, including Summary, Key Information, Severity, Current Status, Handled By, and Reporter.

Add a New Widget

To add a new widget:

  1. Click Add Widget.
  2. Click Text, Number, or Image for the type of widget.
  • For text, enter a description.
  • For number, specify the column and type of aggregation.
  • For the image, specify the default image and any conditional options.
  1. Click Add to save and add the widget to the case type layout.

Clone a Widget from Another Case Type or Dashboard

To use an existing widget:

  1. Click Clone from another case type.
  2. Select the case type and choose the widget.
  3. Select the dashboard and widget by name, and click Clone & Add.

After adding or editing widgets, drag and resize them as needed to create your preferred layout.

Edit a Widget

To edit a widget:

  1. Hover over it and click the Edit icon.
  2. Modify the widget name and definition as needed. For the definition, you can add text and insert column parameters by clicking Insert Column and selecting from the drop-down list.
  3. When the sections are complete, click Add.

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