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CRM 4 ticketing system help? RRS feed

  • Question

  • Hi,

          My application is a ticketing system. the requirement is like this.

         A .net webpage which is an equiry form has a dropdown field Subject and enquiry message textbox.

        The field subject is populated with various case titles like  Laptops, Smart Phones, Printers..

         Each subject title has a owner who is supposed to close the case for the enquiry submitted.

    We are planing to store the enquiry form details in to CRM 4.0. How do i go about closing the case by the case owner?

    I have following concerns If all the enquiries go into one entity say 'Enquiry'

    1. How do i assign the case submitted to its respective owner?

    2. How do i ensure that each case owner can edit their own cases?

    Please suggest  how should i be doing this.

    Thanks in advance.

    Wednesday, July 25, 2012 3:51 AM

Answers

  • Hi,

    1. How do i assign the case submitted to its respective owner?

    -- As you said every subject has a owner, so based on selected subject you can get owner and set the same for case, while created it.

    2. How do i ensure that each case owner can edit their own cases?\

    -- you can handle this through security role easily, just provide them user level access, so they will be able to see only their records.


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    • Marked as answer by MSPRGMR Saturday, August 4, 2012 2:35 AM
    Wednesday, July 25, 2012 5:47 AM
    Moderator