Reasons

Overview

The Service Case Reasons menu allows users to define, modify, and delete reasons for customer complaints. These reasons can then be selected when creating or editing service cases, ensuring consistency in categorizing complaints.

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Purpose

• To maintain a standardized list of complaint reasons across all service cases.

• To enable quick selection of relevant reasons when logging a new service case.

• To facilitate reporting and analysis of complaint trends by reason type.

Manage Service Case Reasons

Viewing Reasons

• The menu displays a list of all defined reasons that can be applied to service cases.

Add a New Reason

1. Click Create.

2. Enter the name of the reason.

3. Click Save to add it to the list.

Edit a Reason

• Click the Edit button next to a reason.

• Modify the name and save changes.

• Changes will automatically be reflected in all existing service cases that use this reason.

Delete a Reason

• Click the Delete button next to a reason to remove it.

• Restriction: A reason can only be deleted if it is not currently used in any existing service case.

Usage Notes

• Always review the existing reasons before creating new ones to avoid duplicates.

• Editing a reason updates it globally, so all past and future service cases using that reason will reflect the change.

• Deleting a reason is restricted to prevent breaking links with existing service cases.