You are reading the documentation for an outdated Corteza release. 2024.9 is the latest stable Corteza release.

Products

The Products page is accessible by clicking on the Products section in the main navigation bar on the top of the screen.

A product can be a physical or a software product, as well as a service provided by your company. Products allow you to keep track of how much turnover a specific product or a product family provides. You also get an overview of all cases for a specific product.

Adding a product

  1. Navigate to the Products,

  2. click on the + Add button to open the form,

  3. populate the data and press the Save button in the bottom right corner.

The key parts of a product

Product Description

Here the essential information regarding the product, such as it’s product code, name, family and optionally an entitlement template are stored.

You can use entitlement templates to automate the creation of more common entitlements, such as a hardware warranty for a product.
Case totals

Here the total time and cost that a specific product has required so far can be seen. The system calculates these fields, so there is no need to worry about that!

Cases related to this product

Here you can find all the cases created for the product. It can help us identify the most problematic products and the most common issues.

Entitlements for this product

Here you can find all of the entitlements created for this product.

Knowledge Base items related to this product

The knowledge base allows us to provide some information regarding the product, so our support agents can provide quality answers without the need for experts.

The knowledge base is accessible from the case creation screen.