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.
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- 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 closed.
- Delete, used for deleting selected cases.
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Additionally ordering box can be used to control ordering of list.
Edit
Use for editing subject, description and type. When choose the type, the profile feature will active.
Profiling
In addition to these fields some processes may have custom defined profiles like Service Desk, Customer Complain. Channel members can assign these profiles on cases to use custom defined fields. Please see Content Types for more details.
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- Open case menu and select "Profile"
- Type field will be listing the related content types.
- Select a type and profile form will be displayed. Fill out the profile form and click Ok.
Edit
Use for editing subject, description and type.
Delete
Use for deletion of case.
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Move to Another Channel
Use for moving of selected cases. When click this option, channel list will open related case will move to chosen channel.
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Assign
Use for assign of case. When clicked this option, channel member list opens and related case is assigned to chosen member.
- Identity: The member to be assigned is selected from the identity list.
- Notes: The reasons for the assignment are entered in the note field.
Close Case
Use for close of case. When clicked this option a warning screen opens and if you click ok button, case is closed.
Send Update
For open cases, channel manager or assigned case handler can send updates about case current status to related people with e-mail.
To send a update please follow these steps;
- Click on "Send Update" command from toolbar.
- From: There are two options for sending mail. First is using the channel e-mail address., second is using the user e-mail address.
- To: The address to be sent is entered.
- Cc:
- Attachments:
- Select:
- Message composer dialog will be shown. Recipients are automatically filled from case people but you can add additional recipients if needed.
- Fill out the message click Ok. Message content can be contain rich elements like font styling, tables or links etc.
File
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Time Tracking
It is time tracking chapter in case.
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