Manage Space: Case Projects | Axero Documentation

Case projects help organize cases in a space. You can filter, add, edit, and delete case projects from the Manage Space section.

You can also sort a project's cases into categories. See Manage Space: Project Categories.

Add Case Projects

1. In the header, click Spaces and click a space.
2. Click Manage Space.
   
   
3. In the sidebar menu, click Cases.
   
   
4. Click Add Project.
   
   
5. Fill in the following sections:
   • Project Title: The name of the case project.
   • Project Description: A description of the case project. (Optional)
   • Roles which can be assigned cases: Enter the roles whose members can be assigned cases. These roles are notified when new unassigned cases are created or updated.
   • Roles which can be additional recipients: Enter the roles whose members can be added to cases as additional recipients.
   • Is Active: Check this box to allow people to create cases under this project immediately.
   • Is this the default project of this space? If checked, this project is selected automatically when someone creates a case, so they don't have to pick it.
     
   • Email Settings: This section sits below the other fields. Use it to connect the project to a mailbox for email-to-case, which turns incoming email into new cases or replies on existing cases. The mailbox pages under Related pages explain the setup.
6. Click Save.

Notes:

• Leave CasesSendLimitedEmails in System Properties at 0, its default, so case emails go out normally. Setting it to 1 stops new case emails entirely. It also stops case update and comment emails to everyone except the person making the update. That person still receives their own copy when that option is enabled on the email template.
• If users have Notifications enabled in User Preferences to get emails about new and updated cases, make sure the Case update and Assigned or added to case notifications are turned on.

Edit Case Projects

1. In the header, click Spaces and click a space.
2. Click Manage Space.
3. In the sidebar menu, click Cases.
4. For a case project, click the edit icon.
5. Make changes to the case project.
6. Click Update.

Delete Case Projects

1. In the header, click Spaces and click a space.
2. Click Manage Space.
3. In the sidebar menu, click Cases.
4. For a case project, click the delete icon.
5. Click OK.

You can't delete the last project in a space.

Related pages

• Manage Space: Cases (the other case management pages)
• Case Project Permissions (who can manage case projects)
• Cases (case settings in the Control Panel)
• Email Configuration Overview (the mailbox setup that email-to-case depends on)
• Microsoft 365 Email Configuration (the Microsoft 365 mailbox that feeds email-to-case)
• Google Email Configuration (the Google mailbox that feeds email-to-case)