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Administrator Guide
Last Updated: 2025-09-19
Set Up Help Case Information

Set Up Help Case Information

Security:
Set Up: Help Case Management
 in the Help functional area.
Create Calculated Fields
You can configure the calculated fields that display on the case view page in the Help Workspace. This allows you to customize the information available to case solvers within the case view, providing them with the necessary context to effectively respond to and resolve cases.
  1. Access the
    Manage Help Case Information
     task.
  2. On the
    Default
    tab, you can view the list of fields that appear automatically.
  3. (Optional) On the
    Global
    tab:
    1. Use the
      Field
      field to choose the calculated field to display on your case view and use the
      Alias
       tab to rename it to the label of your choice.
    2. You can use the
      Order
       column to set the order the fields display in the case view.
    If you enter a field in the
    Global
     tab, it overrides the
    Default
     tab field and only the
    Global
     tab fields will display.
  4. (Optional) You can use the
    Team Specific
     tab to configure field display settings for specified service teams. The fields you enter in the
    Team Specific
     tab will override the fields in the
    Default
     and
    Global
     tabs.
Your calculated fields will display in the
Case Information
 section in the
Overview
tab in the
Help Workspace.