A “case” can be defined as any project, transaction, service or response that can be “opened” and then “closed” over a period of time. A case generally is utilized to achieve a resolution to a problem, claim, request, proposal, development or other complex activity. Usually, multiple people would have an access to a case inside and outside of the organization, with varying relationships to each other. Additionally, cases can contain multiple documents and messages. Thus, a case is a reliable tool for sharing documentation while keeping in touch with colleagues and customers.
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The case list includes 3 pages to show Open, Closed and All cases and the .
The search box allows to filter more details about cases.
Critical Priority
List of the cases with critical priority cases.
High Priority
List of the cases with high priority cases.
Filter
This part provides the filter filtering options for the listed cases. Different filter options can be used together. Filter options are assigned to, assigned at, created by, created at, updated by, updated at, resolved at and closed at.
Case List Export
It allows Allows the listed cases to be transferred to Excel.
Select All
It provides Provides to select cases for editing.
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This feature helps to manage cases list with different options.
Assign, use used for assigning the selected cases to a person. When the user clicks this option, the channel member members list opens and the related case is assigned to the chosen member.
Move to Another Channel, use used for moving selected cases to another channel. When the user clicks this option, the channel list opens and the related case is moved to the chosen channel.
Merge Cases, use used for merging cases. When the user clicks this option, a warning screen opens and if the user proceeds, the case number remains the same and the other cases are closed.
Close Case, use used for closing the selected cases. When the user clicks this option, a warning screen opens and if the user proceeds, the case is closed.
Delete, used for deleting selected cases.
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Assigned To Me
Lists the cases which that are assigned to the current user.
Unassigned
Lists the cases to which that no one has been assigned.
Created By Me
Lists the cases which that the current user has created.
Updated By Me
Lists the cases which that the current user has updated.
The search box also supports used with the custom keywords to be searched on the subject or body like any search engine.
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Add Related Cases
Use for adding to related cases. When the user clicks on it, open cases will be listed to be chosen from. The chosen cases are added to the main case as a related case. The user can follow up the case from the "related cases" section.
Add Child Cases
Use for adding to child cases. When the user clicks on it, open cases will be listed to be chosen from. The chosen cases are added to the main case as child cases. The user can follow up the case from the "related cases" section.
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Move to Another Channel
Use for moving of selected cases. When the user clicks on it, the channel list will be listed and the case will be moved to the selected channel.
Assign
Use for assigning to assign a case. When the user clicks on it, the channel member list will be listed and the related case is will be assigned to the chosen channel member.
Identity: The channel member to be assigned is selected from the identity listhere.
Notes: The reasons Explanation for the assignment are entered in the note field.
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Click on the "Send Update" command from the toolbar.
From: There are two options for sending mail. The first is using the channel e-mail address, and the second is using the user e-mail address.
To: The address to be sent is entered.
Cc: The address to be sent is entered.
Subject: Enter the subject of the e-mail.
Attachments: Add any e-mail attachments such as documents etc.
Select: Case documents are listed in this section. Choose the attachment that you want to add to the e-mail.
Message composer dialogue will be shown. Recipients are automatically filled from the case people but you can add additional recipients if needed.
Fill out the message and click Ok. Message content can contain rich elements like font styling, tables or links etc.
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