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Topics#Customer ServiceKameron Smith's Question
Kameron Smith asked in #Customer Service
Apr 29, 2015, 7:26 PM

Using Cases in Database: Case Reason will not let us edit it

We are using cases for the first time in our database. When i went to create my first new case, the field for "Case Reason" was grayed out. It will not let me select from the picklist that we have entered in the database. We even selected one of the items in the picklist to be the default; however, it still will not let us edit this field at all. Any ideas of what we need to change to be able to enter "Case Reason."
9 answers
  1. Mayank Srivastava (eVerge Group)
    Apr 29, 2015, 8:47 PM
    If you are using record types,

     

    Go to Customize ->Cases and then select Record Types.

     

    Click on the Record Type that you are using when creating cases. Find the picklist under the following menu:

     

    If you are using record types, Go to Customize ->Cases and then select Record Types. Click on the Record Type that you are using when creating cases.

     

    Edit the Case reason picklist and then add values to the right side.
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