Before creating a new case type from scratch, consider duplicating an existing Case Type, which copies essential tab settings and saves time for your staff.
The Duplicate Case Type button has been relocated out of the three-dot menu to its own button within the Case Type header.
NOTE: You must have Add permission to Directories > Case Type.
To duplicate a Case Type:
Navigate to Settings > Case Types and double-click the Case Type you wish to duplicate.
Open any tab of the existing Case Type.
Click the Duplicate Case Type button.
A Duplicate Case Type window will display. Neos will append "- Copy" to the original Case Type. You may change this field accordingly for the new Case Type Code. Case Type Codes must be 20 characters or less.
NOTE: Duplicated Case Types must be unique.
Click the Save button to create the duplicated Case Type.
A confirmation banner will display and show the tab of the duplicated (new) Case Type.
When Save is clicked, the following Case Type tabs and data will be duplicated to this new Case Type.
General Info
Staff Assignments
Labels
Case Dates
Tabs and User Defined Layouts
Intake Layout
Primary Checklist Items
NOTE: Checklist Automations and Staff or Permission Group Exceptions will NOT be copied to the duplicated Case Type.