Service cases setup

Goal

Configure service-case policy and catalogs.

Who it is for

service_cases.admin to save. Settings read also allows manage.

Steps — options

1. Open Service cases setup.
2. Set SLA response hours, SLA resolution hours, parts consumption required, warranty link required, default case type.
3. Save. Warranty link required is enforced on create; SLA and parts flags are stored policy for process/reporting.

Steps — catalogs

Maintain case statuses and resolution codes catalogs on the setup screen. Transition resolutions used by the API remain repaired / replaced / refunded / rejected — keep catalog labels aligned with how your team works.

Related

• Overview
• Troubleshoot