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Case Create

Case Create is a large form in which users fill in the information regarding the Case.

The form has two parts.

General fields​

This part is the same for all users who are creating a new case. It consists of 6 fields that need to be filled:

  • Work service which enables some specific categories if your organization has them
  • Severity, and it describes the level of the case. There are three levels of issues. The highest critical, next is urgent and the third level is important.
  • Email or emails of contacts that will communicate the issue with Nodefusion support. User should use the semicolon ( ; ) to separate multiple emails.
  • Contact phone number that Nodefusion Support will use.
  • Preferred way of communication with Nodefusion Support. Available options are email or phone.
  • Consent for the calls regarding the case to be recorded.

Subject specific fields​

Each subject has its own sub form consisting of specific field based on chosen subject.

When you choose a subject, the form will display additional fields that will help you better define your case.

These are the available subject with their required field:

  • General
  • Nodefusion > Aexum
  • Nodefusion > Nodefusion Cloud Backup
  • Nodefusion > Customer
  • User Management > User Group membership
  • Endpoint Device > Device onboarding
  • Endpoint Device > Device offboarding
  • Endpoint Device > Windows
  • Endpoint Device > IOS
  • Endpoint Device > Android
  • Endpoint Device > macOS
  • Endpoint Device > Endpoint General
  • Data > Data Migration
  • Data > Data Recovery
  • Software development
  • IT consulting
  • Devices > Printer
  • Devices > Scanner
  • Devices > Room System
  • Devices > Storage
  • Devices > Server
  • Devices > General Device
  • Microsoft Cloud Service > Exchange Online
  • Microsoft Cloud Service > SharePoint Online
  • Microsoft Cloud Service > Microsoft Teams
  • Microsoft Cloud Service > Microsoft Entra
  • Microsoft Cloud Service > Intune
  • Microsoft Cloud Service > Azure
  • Microsoft Cloud Service > Microsoft 365 General
  • Network
  • Windows Server
  • User Management > User Group membership
  • Title
  • Description
  • User Management > User onboarding
  • Display Name
  • Username
  • User Management > User offboarding
  • User Management > Credential reset
  • Username

It can also contain some specific categories if your organization's work service has them assigned.

Action buttons​

On the top of the create Case we have two buttons.

After user fills in all fields, he can use the save button. If user did not fill in all fields, user will be shown error on what he needs to fill or change. When you press save, a new case will be created based on the values you set inside the fields.

The TeamViewer button will download a TeamViewer QuickSupport app that will allow a Nodefusion Support agent to connect to the user's computer and help regarding the case.