Introduction 

The Vtiger Partner Portal is designed to help you efficiently manage and resolve issues or requests related to Vtiger projects.

Cases Module

The Cases Module is a vital tool for seamless collaboration between you and Vtiger teams. It enables faster issue resolution and improved satisfaction.

Use Cases

• Adding and Editing Cases: Add new cases or edit existing ones directly from the Partner Portal.
• Tracking Case Status: Monitor the status of cases anytime, anywhere.
• Unique Case ID Creation: Automatically generate a unique Case ID for each case, simplifying tracking and management.
• CRM Integration: Seamlessly integrate with Vtiger CRM, where all cases created in the portal are accessible to the Vtiger Partnership and Support teams.

Key Features

• Centralized Tracking: You can manage and track all your cases from the Cases tab. It displays key details like Case ID, Priority, Status, and SLA status. It also allows you to update the case status to Resolved once the issue is resolved.
• Alerts and Escalations: As key stakeholders, you receive automatic alerts with escalations routed to higher management if required.
• Comments: You can add comments, questions, and queries to enhance collaboration on a case. 
• Filters: Organize efficiently by filtering case records based on status or other parameters.

Benefits of using the Cases module 

• Single Point of Contact: The Cases module serves as a unified platform for all your support-related interactions.
• Prioritization: Ensure critical issues are addressed promptly by assigning priorities.
• Status Overview: View and manage cases efficiently by tracking their status through an organized list.
• Enhanced Transparency: Stay informed with real-time updates on case progress, minimizing the need for frequent follow-ups.
• Collaboration Tools: Communicate directly with the Vtiger team and share files within the case.
• 24/7 Access: Log cases or check statuses anytime, reducing dependency on calls or emails.

Key Terminology 

Accessing the Cases Module 

Follow these steps to access the Cases module: 

1. Log in to the Partner Portal. The Partner portal dashboard opens.
2. Click the Cases module on the top menu bar. The Cases List View opens.
3. You can perform the following cases in the Cases module:
   1. Add a case
   2. View case details
   3. Sort records
   4. Edit a case

Adding a Case

Follow these steps to add a case: 

1. Log in to the Partner Portal. The Partner portal dashboard opens.
2. Click the Cases module on the top menu bar. The Cases List View opens. 
3. Click +Add Case. The Adding New: Case page opens.
4. Enter or select the following information to add a new case:
   1. Summary: Enter a brief overview or description of the case. This helps provide a quick understanding of the issue or request.
   2. Case Title: Enter a title for the case.
   3. Status: Select the current status of the case from the drop-down list. 
   4. Priority: Choose the level of urgency for the case based on its importance from the following options.
      1. Urgent: Select this for cases requiring immediate attention and action.
      2. High: Select this for important cases requiring prompt resolution.
      3. Medium: Select this for moderately important cases requiring timely attention.
      4. Low: Select this for cases requiring no immediate attention and can be addressed later.
   5. Organization Name: Refers to the company or entity associated with your case.
      1. Create: Click to add a new organization name if it’s not already listed. 
      2. Select: Click to choose an organization name from the displayed list of existing organizations.
   6. Ticket Category: Select the category that describes the type of case you are creating:
      1. Sales: Involves inquiries, purchases, or other sales-related activities and is assigned to the Partner Account Manager.
      2. Implementation: Involves the setup, installation, or configuration of a solution or service and is assigned to the Business Analyst.
      3. Support: Involves addressing issues, troubleshooting, or providing guidance and customer service and is assigned to the Support Team.
      4. Customization Service: Involves customizing or modifying a solution to meet specific needs and is assigned to the Tech Team.
5. Click Save.

Once you create the case, it will automatically appear in the List View of the Cases Module, allowing you to track its status and details.

Viewing a Case 

Follow these steps to view a case:

1. Log in to the Partner Portal. The Partner Portal dashboard opens.
2. Click the Cases module in the top menu bar. The Cases List View opens.
3. Click on the case you want to view from the Cases List View. The Case Details View opens.
4. View the following details about a case:
   1. Summary: A brief description of the case, providing an overview of the issue or request.
   2. Case Title: The title that identifies the case, helping you distinguish it from others.
   3. Status: The current progress of the case, such as Open, In Progress, or Resolved.
   4. Priority: The urgency of the case, which you selected, such as Urgent, High, Medium, or Low based on its importance.
   5. Partner Contact: The name of the person who created the case. 
   6. Contact Name: The name of the individual associated with the organization name.
   7. Partner Organization: The organization associated with the case.
   8. Organization Name:  The organization you added while creating the case.
   9. Case ID: A unique identifier assigned to the case for reference.
   10. Ticket Category: The type of case, such as Sales, Implementation, Support, or Customization Service.
   11. Comments: Displays the conversation or notes exchanged within the case, helping you track all discussions.
   12. Documents: Shows any documents or files that have been uploaded or shared in the case.
   13. Updates: Tracks changes in the status or progress of the case, keeping you informed about its evolution.
   14. Touch Points: Highlights key actions, interactions, or milestones related to the case.

Sorting and Filtering Cases 

Sorting and filtering help you quickly find cases, saving time and improving efficiency. These actions let you focus on relevant cases based on specific criteria

Follow these steps to sort and filter the cases: 

1. Log in to the Partner Portal. The Partner Portal dashboard opens.
2. Click the Cases module on the top menu bar. The Cases List View opens.
3. Use the Search bar to search for specific cases quickly.
4. Use the Case ID to track the case status. 
5. Select options from the dropdown to filter case records based on specific parameters.
6. Click on the column title to sort the records in ascending or descending order.

Editing a Case Record 

You can edit a case if you need to update or change any details to ensure the information is accurate and up-to-date.

Follow these steps to edit a case:

1. Log in to the Partner Portal. The Partner Portal dashboard opens.
2. Click the Cases module in the top menu bar. The Cases List View opens.
3. Click on the case you want to edit from the Cases List View. The Case Details View opens. 
4. Click Edit. The Edit case page opens.
5. Edit the following information in the Edit Case page:
   1. Summary: Update or revise the case description to better reflect the issue or request.
   2. Case Title: Change the title to make it more relevant or descriptive of the case.
   3. Status: Modify the current status of the case, such as Open, In Progress, or Resolved, depending on its progress.
   4. Priority: Set the priority level to Urgent, High, Medium, or Low based on the current urgency of the case.
   5. Partner Organization: Edit the organization associated with the case by either creating a new organization or selecting from the existing list.
   6. Ticket Category: Update or change the case category, such as Sales, Implementation, Support, or Customization Service.
6. Click Save.

Adding Comments 

Follow these steps to add your comments to a Case: 

1. Log in to the Partner Portal. The Partner Portal dashboard opens.
2. Click the Cases module on the top menu bar. The Cases List View opens.
3. Click on the case you want to view from the Cases List View. The Case Details View opens.
4. Enter your remarks, comments, or queries in the text box. 
5. Click Post Comment. 

References 

Using the Partner Portal 

Configuring and Managing the Partner Portal