How do I manage cases on my system?

Once cases have been configured for use on your system, your organisation can add them via the Case module. From here, they can be viewed and processed appropriately.

What steps do I need to follow to manage cases?

1. Go into the Case module, and you will be brought to the following screen. Any cases that have already been submitted will display. You can search for, bulk update, and add cases, like you can with service requests.

Click on the Edit button to go into the case details.

2. You will be brought to a screen similar to the screenshot below. From here, you can view, add, and update the case information, like with service requests.

3. Under "Information", you can view the case information. You can select which page and region you want to specifically go over.

4. Under "Person", you can see who submitted the case.

5. Under "Linked", you can see any service requests or other cases that have are linked (related) to this particular case.

Service requests can be linked to cases via Service Desk > SR number >  Link 

6. Under "Document", you can view and/or add images and other files (e.g. documents) that have been added to this case.

7. Under "Interaction", you can see any activities added to this case, like you would in Contact Centre. These can include calls, emails, face-to-face talks, etc.

8. Under "Contact", you can see how is assigned as the main person to contact regarding this case.

9. Under "Tasks", you can view any tasks that have been assigned to this case.

10. Under "Notes", you can view any notes that have been added to this case.

11. Under "Links", you can view any web pages that have been added against this case that are related to the case itself. These are added from the case itself.

12. Under "Outcomes", you can view the overall outcome(s) of this case once it has been completed.