Knowledgebase articles
- Welcome to the Knowledge Base
- Introduction
- Training
- Getting Started
- Preferences
- Activities
- Cases
- Importing Data
- Leads
- Marketing
- Introduction to Marketing
- Marketing Campaigns
- Mailing Lists
- Products
- Mailshots
- Upload Library
- Templates
- Event Management
- Compliance Records
- Spotler Integration
- What is Spotler?
- Navigating your Spotler homepage
- GatorMail
- GatorLeads / Web Insights
- Tracking Code
- Setting up the Plugin
- Viewing Web Insights Data on your Form Layouts
- Domain Names and Online Activities
- Reporting incorrect Leads created through Web Insights
- Reporting on Web Insights data
- Using UTM Values
- Why aren’t Online Activities being created in the database?
- Why is GatorLeads recording online activities in a foreign language?
- GatorSurvey
- GatorWorkflow
- GatorPopup
- Opportunities
- Projects
- Integrations
- Mapping
- Electronic Signing Tools
- Creditsafe Integration
- Zapier
- Introduction to Zapier
- Available Triggers and Actions
- Linking your Workbooks Account to Zapier
- Setting up Zaps
- Posted Invoices to Xero Invoices
- Xero payments to Workbooks Tasks
- New Case to Google Drive folder
- New Case to Basecamp Project
- New Workbooks Case to JIRA Ticket
- Jira Issue to new Case
- 123FormBuilder Form Entry to Case
- Eventbrite Attendee to Sales Lead and Task
- Facebook Ad Leads to Sales Leads
- Wufoo Form Entry to Sales Lead
- Posted Credit Note to Task
- QuickBooks Online
- Survey Monkey responses to Tasks
- Multistep Zaps
- Email Integrations
- Email Dropbox
- Workbooks Exchange Server Sync
- Workbooks Outlook Connector
- RevenueGrid Intelligence and Engage
- Event & Webinar Integration Tools
- GoToWebinar
- ON24
- Microsoft Office
- Outreach
- Installation
- Outreach Authentication
- Sync People to Outreach Prospects
- Sync Organisations to Outreach Accounts
- Sync Workbooks Opportunities to Outreach
- Sync Tasks/Activities from Workbooks to Outreach
- Sync Outreach Sequences to Workbooks
- Sync Outreach Sequence States to Workbooks
- Sync Outreach Sequence Step Numbers to Workbooks
- Sync Prospects/Accounts/Opportunities from Outreach to Workbooks
- Sync Outreach Tasks/Calls/Meetings to Workbooks
- Scribe/Workbooks Connector
- RingCentral
- Auditing
- Comments
- People & Organisations
- Reporting
- Introduction to Reporting
- Using Reports
- Introduction to Charts
- Exporting Reports
- Advanced Reporting
- Report Snapshots
- Dashboards
- Transaction Documents
- Introduction to Transaction Documents
- Displaying & Adding Transaction Documents
- Copying Transaction Documents
- Transaction Documents Fields Help
- Transaction Documents Line Items Help
- Printing & Sending Transaction Documents
- Managing Transaction Document Currencies
- Managing Transaction Document Statuses
- Setting a Blank Default Currency on Transaction Documents
- Credit Notes
- Customer Orders
- Invoices
- Quotations
- Supplier Orders
- Contract Management
- Sagelink
- Introduction to Transaction Documents
- Auditing
- Configuration
- Introduction to System Administration
- Users & Security
- Database
- Accounting
- Email & Integration
- Customisation
- Creating & Modifying Picklists
- Theme
- Record Types
- Creating Custom Fields
- Report-based Custom Fields
- Linked Fields & Reference Fields
- Record Templates
- Form Layouts
- Customising relationships between parties
- Opportunity Stages
- Custom Records
- Sign In Customisation
- Automation
- Contact Support
- Releases & Roadmap
Using Contracts with Cases
How Contracts can be used in conjunction with Cases, for example to check whether they are eligible for Customer Support.
Tip
Customise your view of the Contracts Line Items grid in a Case so as to see easily the Start and End Dates and Status of individual Line Items.
Contracts can be used in conjunction with Cases making it easy to check that a Contract is valid, i.e., has a status of Active and thus is eligible for Customer Support. If a Support Case is relevant to one or more specific Line Items this can be recorded and reported on.
A Contract and one or more of its Line Items can be associated with many Cases and a Case can be associated with one or more Line Items on a specific Contract but can only be associated with one Contract.
Associating a Contract with a Case
You can associate a Contract with a Case by:
- Opening the Cases tab on the relevant Contract record and clicking New Case; or
- Opening a Case record and using the Contract Name dropdown picklist or the lookup button (within the Customer Contract reveal) to choose the relevant Contract. NOTE: The picklist or lookup will not include any Contracts that have a status of Closed. If you entered a Primary Contact for the Case, the picklist will be limited to only those Contracts for that Primary Contact’s employing Organisation.
NOTE: If you’ve created a ‘searchable’ custom field for Contract Line Items to record information such as a serial number, licence number, etc, you can find the relevant Contract easily by typing that number into the Search box.
Once you’ve associated a Contract with a Case, you can see (in read-only mode) the Contract Start and End Dates, its Status, Type and Reference number. You will also see a grid showing any Line Items on the Contract.
You can use the checkbox next to the relevant Line Item to associate the Case with one or more specific Line Items.
NOTE: Line Items cannot be edited or deleted from within a Case. If amendments are required they should be made within the Contract. Amendments can only be made by Users with the relevant Capabilities (i.e., Edit Posted Customer Contracts and/or Edit Posted Customer Contracts Custom fields).