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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All activities are listed this section, like e-mail, notes etc.
Incoming mails can be answered.
Notes and documents related to the case can be added.
File
Incoming e-mail, sent e-mail and all files added to the activity stream are listed in this section....