Company that the case is with.

Main contact person for the case.

Automatically generated reference Id for the case. Made up of [User Number] - [Automatic Counter].

Which version of the product the problem was found in.

Service Level Agreement. If None is selected, the service level agreement linked to the Company is used as the default to calculate target response and resolution times.

Service Level Agreement Severity. Also used to calculate target response and resolution times. For example, Customers on the Gold SLA, should have a response to all High SLA Severity Cases within 30 minutes.

Short description of the problem.

Area of the product affected by the problem.

How the problem came to you. For example, Phone, Email, Fax.

Customer's own reference identifier.

Which product the customer has a problem with.

Product version that a fix is due to be supplied in.

Security territory. For more information, see Territory management.

Person the case is logged by.

Severity of the case. For example, Normal, Low, High.

Person currently responsible for the case.

Stage of the case. For example, Logged, Queued, Investigating.

Status of the case. For example, In Progress, Closed.

Type of problem. For example, Customer knowledge, Missing component.

Description

Team responsible for the case.

Type of solution. For example, Replace component, On-Site Engineer.

Detailed description of solution.

In Progress

The check mark icon indicates that the Case is within the target close time specified in the SLA.

The minus sign icon indicates that the Case has reached the warning percent level, set by the System Administrator, without being closed. For example, if the SLA specifies that Medium SLA Severity cases should be closed within 30 hours, and the Warning Percent has been set to 80%, then the yellow minus sign icon is displayed next to all Medium SLA Severity cases if the case is still open after 24 hours.