Workia offers a wide range of pre-installed case types, and you can also add and edit custom case types. You probably won't need all of them, so here’s how to manage them.

To begin configuring your company’s case types, navigate to the Settings menu by clicking on the profile icon in the upper right corner to open the settings menu. Hover over Settings and select "Case Settings" to open the Case Settings screen.

In each Case Setting, you can click on the three-dotted icon to open the quick actions menu. Selecting "Edit" will open the case type settings for the specific case type, allowing you to make edits as needed.

Selecting "Disable" will disable the case type, making it unavailable for use in the case initiation screen or in case type selection fields that list the case type record.

Lastly, "Create Copy" will create a copy of the case type, retaining the information and settings of the original case type.

To add a new case type, click on the "+" button located at the top of the case types of your choice.

This creates a new custom case type within the default case type, you will then be redirected to the configurations settings of the newly added case type.

This is where you can modify the name of the case type and change its category. Changing the category of a case type is only possible for custom case types. When a case type's category is changed, it will transfer to the respective case type.

You can also add a description and alternatively enable or disable the case type by toggling the "Enable Type" button.

Additionally, you can track all case records that use the specific case type, shown at the bottom right of the section.

All default case types have their own out-of-the-box checklist that automatically generates when you create a new case. Check out this article to learn more about configuring checklists.

In this section, toggling on each service type will automatically suggest Services when a newly created record or an existing record is changed to the modified case type.

You can configure a specific planner for each case type. You can refer to this article to learn more about configuring the Planner.

Open the case type that you plan to delete. At the bottom of the screen, you will find "Delete", which permanently deletes the case type record.

You cannot delete a case type if it is in use and has associated cases. Ensure that all cases are updated to not use this case type for the delete option to become available.