Automatic Case Creation

Cases can either be manually created, or automatically created by synchronizing with an external database.

It is necessary to create a referenced table and use it to create a primary field and any other required dependent fields in order to create new cases automatically.

Synchronizing with an external database

  1. Once a case has been created, access the Properties dialog window through the context menu of the case.

  2. Under the Case Synchronization tab, select a primary field from the drop-down box to use for synchronization. Its dependent fields will also be synchronized. This field's database index must be set to 'Unique' for it to appear in the drop-down list.
    Image showing the Case Synchronization dialog

  3. Checking the 'Synchronize Deletes' box will make it so cases are automatically closed if their original entry in the database is removed. A case can be re-opened by an administrator, however, any dependent fields set to the referenced table will not be restored.

  4. The 'Polling Interval' determines how often the service will check for new or deleted entries to synchronize. It is set to a default value of 10 minutes. When finished with the configuration, click OK and save the case definition. Cases will begin to be created at the next polling interval.

Note:

This process may also be used to automatically start a workflow for each newly created case.