Case Types

Dispatch allows you to categorize your cases by defining case types and to map them to various Dispatch resources (e.g. templates, oncall services, and incident types).

Name: The name of the case type presented to the user.

Description: The description of the case type presented to the user.

Visibility: Allows you to specify how visible a case of this type will be. Note: this option is currently not being leveraged.

Case Template: Allows you to create a new or map an existing case document template to the case type.

Oncall Service: Allows you to map an existing oncall service that will be used to determining the owner of the case.

Incident Type: The type of incident that will be created and linked to the case if a case of this type is moved to the Escalated status.

Exclude From Metrics: Enable this setting to exclude all cases of this type from metrics (e.g., test cases).

Default Case Type: If the creator of a case does not provide a case type, a default case type is used. Enable this setting to make this case type the default.

Enabled: Whether the case type is enabled or not.

Plugin Metadata: Allows you to define and pass metadata key-value pairs to plugins. For example, create issues in different Jira projects based on the case type.