A “case” is any project, transaction, service or response that is “opened” and “closed” over a period of time to achieve resolution of a problem, claim, request, proposal, development or other complex activity. It is likely to involve multiple persons inside and outside of the organization, with varying relationships to each other, as well as multiple documents and messages.
...
- Assign, use for assign of selected cases. When clicked this option, channel member list opens and related case is assigned to chosen member.
- Move to Another Channel, used for moving selected cases. When clicked this option, channel list opens and related case is moved to chosen channel.
- Merge Cases, use for merge of selected cases. When clicked this option a warning screen opens and if you click ok button the case number remains open and other cases are closed.
- Close Case, use for close of selected cases. When clicked this option a warning screen opens and if you click ok button, case is deleted.
- Delete, used for deleting selected cases.
...
Search box also supports the custom keywords to be search on subject or body like any search engine.
Addition to search box, Additionally ordering box can be used to control order ordering of list.
Profiling
In addition to this these fields some processes may have custom defined profiles like Service Desk, Customer Complain. Channels Channel members can assign this these profiles on cases to use custom defined fields. Please see Content Types for more details.
To profile a case please follow these steps;
...