Method Community

After beginning our use of Method for CRM / Trouble Ticket purposes, we've found a natural heirachy within the platform for ticketing, Cases vs Activites. Most likely, our small "tasks" will be activities, where more involved projects that require multiple "tasks" will become Cases.  I have found that while attempting to relate a newly created Activity (through the Activity tab), I am unable to then relate it back to a Case.

Under the "Related To" section, drop downs are present however these items are not functional for us. Clicking the dropdown results in no action. What are we missing?

Thanks for your feedback, being able to link a new activity back to a case would be beneficial.

Hi HelloGirl,

The dropdown arrow doesn't actually do anything, however the '...' button next to it clears out the Relate to Case # field, and those two buttons are built along side eachother so if we want to use the '...' button then we need to show the dropdown arrow as well. In order to relate a case you just need to click the Relate link in the Cases grid, and ensure you're using the appropriate Filter By View.

- Ashur

Ok so I understand now that the drop down isn't supposed to function. 

Why would I clear the case field out? In case the activity is no longer related to the Case?

What I'd like to do is take an Activity, and attach it back to an existing case. WHat is the Cases grid? The spread that comes up when you click cases? If so, I don't have a link that says "Relate".

Thanks,

Yes that's correct, if you ever want to detach the relation between an activity and a case then you would use that button. The cases grid is right above the Relate to Case # field. It shows the list of cases available based on the filter you're using.

- Ashur

Your screen is very different from our default cases list screen. Our caselist template is #426.

Thanks,

The stock screens will be the same on both your account as well as my own. The screenshot I included is not of the CRM_CaseList screen, it's the bottom right portion of the CRM_NewActivity screen. I just took a screenshot of that one part of the screen to illustrate how to relate Activities to Cases.

- Ashur

Wondefful, this is a great functionality and we have located the screen in which you've been talking about. Still learning our way around the CRM.

What would be your recommnedation to relate multiple clients to one problem? Such as an outage, or bug that affects several people at the same time.

Thanks,

This isn't something available out of the box as Method isn't a ticketing system, it's core function is a CRM. You can create cases for each contact which you can then add activities to but you would have to make one for each customer. If you would like we can put in a case with our Consulting team to get in touch with you when they get a chance in order to speak about this project and help you find the best route to take. However, you'll need to fill out and send back a consulting agreement as this is a chargeable fee. You can also reach out to one of our many Method Solution Provider's who will be able to assist you as well.

Let me know if you would like to speak with one of our in-house Consultants and I'll get the ball rolling.

- Ashur

Thank you but we will focus on the 'out of the box' solutions the CRM provides at this time.

Thanks for all of your input! very helpful!