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๐ Acumatica Case Management: Basic Training Guide
๐ Acumatica Case Management: Basic Training Guide
I. Why Do We Use "Cases"?
I. Why Do We Use "Cases"?
The core purpose of a Case in Acumatica is to track every major and minor event occurring within the company. It is not just a recording tool; it is our internal communication bridge.
Cross-Departmental Transparency: Once an issue, request, or incident is logged as a Case, every relevant department can read the history and follow the progress. This eliminates information silos.
Tracking Status: Through Cases, we know exactly who is handling what and where the progress stands. This ensures every task has an owner and nothing falls through the cracks.
The Necessity of Activity Records:
"If it isn't recorded, it didn't happen": Every phone call, email, internal discussion, or attached photo related to the event must be logged under the Activities tab. This allows anyone stepping in (or a supervisor) to understand the full context immediately without having to ask repetitive questions.
II. Key Fields: Report๐ค vs. Response ๐ช
II. Key Fields: Report๐ค vs. Response ๐ช
When creating or managing a Case, these two fields define the relationship: "Who needs help" and "Who is helping."
1. Report๐คโ WHO NEEDS HELP or WHO IS REQUESTING?
Significance: This identifies exactly "who" we need to support and reply to.
Efficiency: The system automatically pulls the contactโs phone and email, allowing you to communicate directly from within the Case. All history is tracked in one place.
2. Response ๐ช โ WHO IS HELPING or WHO IS HANDLING THE REQUEST?
Definition: The specific employee within our company responsible for the Case.
Significance: This is about Accountability. If you are listed under "Response," you own the issue until it is fully resolved and closed.
Pro-tip: If a Case is outside your area of expertise, Reassign it to the correct person immediately. Do not let a request sit idle in your queue.
III. Understanding Statuses and How to Change Them
III. Understanding Statuses and How to Change Them
The Status and Reason represents the "lifecycle" of an event. Correctly updating the status is vital for accurate reporting. Reason is the sub-stage of a Status.
1. Status: Newย
The event has just been recorded but hasn't started yet, or hasn't been assigned to a specific executor. It is a fresh item on the company's "to-do" list.
Default Reason: Unassigned No Response person has been assigned to this case yet.
Possible Next Reason: Assigned A Response person ๐ช has been assigned and is ready to take action.
2. Status: Open๐ช
The responsible person ๐ช has accepted the task and is currently investigating, communicating, or executing. This indicates the Case is "active" and being worked on.
Default Reason: In Process Standard active status; work is currently being performed.
Possible Next Reason: Pending Material Work is paused while waiting for necessary materials.ย
Note: Response person ๐ช please attach your Purchase Request (PR) in the Activity tab for tracking.
Possible Next Reason: Pending Solution The team is currently researching or brainstorming a viable resolution.
Possible Next Reason: Pending Review The case is awaiting approval or a second opinion from a supervisor or another department.
Possible Next Reason: In Escalation The issue has been moved to a higher level of authority or a technical specialist for further action.
Possible Next Reason: Pending Inspection The task is waiting for an on-site check or a formal inspection to be completed.
Possible Next Reason: Updated New information has been added, and the case is awaiting the next logical step.
3. Status: Pending Customer๐ค
We are waiting for the Report person ๐ค to reply, provide more details, or confirm whether the request has been fulfilled.
Possible Reason: More Info Requested Progress is stalled because we need specific information from the requester. Please be clear about what is needed.
Possible Reason: Solution Provided A potential solution has been offered, but we are waiting for the Report person to test, confirm, or accept it.
Possible Reason: Pending Closure The work is essentially done; we are simply waiting for the Report person to give the final "OK" to close the case.
4. Status: Closed
The problem has been solved, the question answered, or the task has been officially completed. Once closed, it is removed from the active queue.
Possible Reason: Resolved The issue was successfully addressed and completed.
Possible Reason: Rejected The request was denied as it did not meet company criteria or policy.
Possible Reason: Cancelled The case was terminated by the requester or due to external circumstances.
Possible Reason: Abandoned The case was dropped due to a long period of inactivity or because it is no longer relevant.
Possible Reason: Duplicate A similar case already exists; this entry is being closed to avoid redundant work.
Note: Response person ๐ช please maintain duplicated case ID in related case tab.
ใHow to Change the Statusใ: Click the Action bar to update status and reason correctly!
VI. To Raise a Case ๐ค
VI. To Raise a Case ๐ค
Subject: Always use a clear naming convention
Severity/Priority: Used to categorize the urgency; high impact on guest experience should be marked as "Urgent."
Details: Provide a full description of the request so the Response person understands the context immediately.
Files: Use this to attach visual evidence, such as photos of the faulty wiring or inspection reports.
Entity: ย
This is the REPORT Entity ๐ค๐ค๐ค
NOT RESPONSE Entity
VI. To Response a Case ๐ช
VI. To Response a Case ๐ช
Proper communication and documentation within the system are the foundations of effective cross-departmental collaboration.ย
Please follow these strict guidelines when updating a case: ย The Golden Rule of Communication
Use the ACTIVITIES Tab Only: All progress updates, replies, and communication logs must be recorded under the [ACTIVITIES] tab.
Do NOT Reply in DETAILS: The [DETAILS] tab is reserved exclusively for the original request description provided by the Report person. Never overwrite or reply within the details section.
No Record = No Progress: Regardless of how much work you have done offline, if there is no record in the system, the case is considered to have had "zero progress" by other departments.
Recording Your Actions
When you are "helping" or "replying," use the CREATE ACTIVITY dropdown to document your work:
Create Note / Create Work Item: It is highly recommended to use these to log your current work status, findings, or the next steps in your plan.
Transparency: This log allows all other units to view the history and current status of the event at any time without needing to call you for updates.
Handling Private Communication
Capture Screenshots: If communication happens privately (e.g., via instant messaging or external calls), you must take screenshots of the relevant conversation.
Upload as Proof: Attach these screenshots. This serves as official evidence that the case is moving forward and keeps the decision-making process transparent.
Updating the status is the only way to trigger the system's automated communication flow.
1. Moving to "Pending Customer"
Action: When you have provided a response or a solution and are waiting for the requester's feedback, you must click PENDING CUSTOMER on the action bar.
Purpose: The system triggers an automatic notification to the Report Person ๐ค only when the status is officially updated.
Importance: If the status remains "Open," it signals to the company that you have not yet finished the task. Switching to Pending Customer keeps the requester informed and moves the responsibility to them for confirmation.
2. How to Properly Close a Case
When the case is fully resolved and ready to be archived:
Document the Outcome: Go to the [CLOSURE NOTES] tab first. Record the specific solution, the steps taken, and the final results.
Click Close: After saving your notes, click the CLOSE button to finalize the case.
Significance: This ensures that our "Lesson Learned" is preserved. Proper closure notes allow other team members to search for and reuse your solution in the future.
In the hospitality industry, guest reviews are critical for service improvement.ย
We use the Case Management module to track and resolve issues highlighted in guest feedback.
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