Case Policies

Required · Configure case handling

A case policy controls a case form: which fields appear, which are required and how they are organized. It does not replace account-wide login policies or SLA workflows. Review the existing forms before creating a new policy.

Before you begin

Use an administrator permitted to manage case policies. Have the intended division, issue and any custom fields ready. The goal is a form a new agent can complete without guessing.

Northstar needs enough information to investigate Harbor’s report-export failure. Requiring the export format may help; demanding information Jordan cannot reasonably know can prevent a legitimate request.

Review the policy that applies

1. Open Settings → Cases → Policy.
2. Inspect the existing policy for the operation you want to improve. Different types apply to Case Open, Case Closure, Case View, Portal Open and Portal View.
3. If a separate form is needed, select New Policy. Enter a meaningful name and choose the correct type.
4. In Summary, review its Division, Issue and order. A policy for one scope does not necessarily apply when you test another.
5. Review existing overlapping policies before choosing the new order. Keep the initial setup small and predictable.

Saved Case Open policy scoped to Customer Support; these demo settings are examples.

Make the form usable

1. Open Fields to Show and select the fields the user needs for this task. For case creation, include the customer context and appropriate classification.
2. Open Required Fields and require only information necessary at this stage. Every required field must also be shown.
3. Add Export format if you created it in the preceding chapter. Consider allowing an unknown answer for first contact, then collecting detail during investigation.
4. For a Case View policy, review Summary Fields when that tab is available. Tabs depend on the selected policy type; Case Open does not show this tab.
5. Use Field Order to place related questions together. Put identity and the reported problem before optional internal detail.
6. Review Options for the selected policy type. Use the settings appropriate to this operation instead of assuming another form’s options have the same effect.
7. Select Save Changes, reopen the policy and confirm the saved field lists and scope.

Fields to Show in the saved Case Open policy; required fields are configured separately.

The case-form policy reference explains the individual controls. Custom fields must exist before they can be selected appropriately.

Verify the exact form

1. Open a new case as an ordinary intended agent.
2. Choose the target division and issue. Confirm the expected fields appear in the intended order.
3. Complete every other required field, leave one visible policy-required field blank and select Save draft. Confirm the field is highlighted with a useful validation message and no case is created. This tests the visible client-side validation.
4. Discard the unsaved form after this check, or fill the field only when you intend to save the draft. With all required fields complete, Save draft creates a case with a draft activity. Reopen that intended draft and confirm the value remains.
5. Repeat for closure if you changed a Case Closure policy.
6. If you changed Portal Open or Portal View, test through the actual customer portal with the intended customer identity. An administrator’s agent view is not a substitute.

Recover from confusing forms

If the old form appears, confirm policy type, division, issue and ordering, then reopen the form. If a required field is hidden, fix Fields to Show or remove the requirement. If customers see internal terminology, revise the customer-facing form and labels without assuming the agent form must be identical.

If an existing workflow depends on a field, review that dependency before removing or renaming it. A cleaner form should still provide the information needed to route and resolve the case.

Completion check

• The intended policy type and scope are clear.
• Required fields are visible and answerable.
• The agent can create and read the training case.
• Closure and portal forms were tested when changed.
• Saved values survive reopening.

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