CA View - Service Cloud Case Reason Categories

Document ID : KB000046027
Last Modified Date : 14/02/2018
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Issue:

If a case resolution is designated not as "Answer - New" or "Answer - Available", this document can be used as an article.

 

Resolution:

. If a case indicates:

. . "Defect - New" - A new fix has been created, tested, and approved.

. . "Defect - Available" - A published PTF or approved fix exists.

. . "Enhance/Improve/Certify " - The resolution would be used to enhance, improve, or certify CA View.

. . "Not Pursued" - The case resolution was not determined, as the client chose not to pursue a resolution.

. . "Unable to Determine" - The case resolution could not be determined, based on what information was made available.