Case Management Page

The Case Management page displays all Cases in the system, which are in your data scope, and allows you to create new Cases, track the progress of existing Cases, modify the status and other fields of a Case, or delete one or more Cases.
You can manage Cases in Table view or in Kanban (tile) view.

Managing Cases in Table View

To view the Cases opened in the system

1. In the left menu, click the Case Management icon.

The Case Management page opens in Table view (the default).

You can also manage the Cases in Kanban (tile) view.

The total number of saved cases is displayed on the top left side of the table: Total 5.
The following information is displayed on the Cases page for each Case.

• Case Title - The name assigned to the Case.
• Type - The type of the Case.
• Priority - The priority of the Case.
• Due Date - The date (and optionally, the time) by which all the assets in the Case are due to be resolved.
• Due In - The number of days until the Due Date, displayed in color if due in 1 to 10 days or overdue. This value is calculated by hours remaining (24 and under = 1 day remaining, 24-48 = 2 days, etc.). Or if the Due Date has passed, displays Overdue.
• Base Query – The query on which the Case is based.
• Assignee - The user assigned to handle the Case.
• Status - The status of the Case.
• Case Progress - The progress of the Case (in percentage). Learn more on how the case progress is calculated.
• Created on – The date and time that the Case was created.

When you click the row of a Case in a table, its Case drawer opens. Refer to Viewing and Editing Case Details to learn more about tracking the progress of a Case, and modifying its status or other fields.

Case Actions

You can perform the following actions for selected Cases in Table view.

Deleting Cases

From the Case Management table, you can delete one or more Cases at the same time.

To delete one or more Cases

1. In the Case Management table, hover over the row of a Case, and then at the end of the row, click the Delete icon or select the checkboxes of one or more Cases (the number of selected records is displayed next to the Total results), and then on the top right of the table, click the Delete action . The system asks you to confirm the deletion.
   You can also select all records in the table, or clear your entire selection.

2. Click Delete to confirm. The selected Cases are completely deleted from the system. This cannot be undone.

Changing the Status of a Case

By default, a newly created Case is in To Do status.
You decide on the Case status and change it accordingly.
After beginning to work on resolving the case, you can manually change the status to In Progress. Then, depending on the results of your investigation, you can change the status to Closed or Backlog.
On the Case Management page, you can manually change the status of a single Case or mark a single or bulk selection of Cases, without even first opening the Cases.
You can also change the status from the Case drawer.

To change the status of one or more Cases

1. In the Case Management table, hover over the row of a Case, and then at the end of the row, click the Change Status icon or select the checkboxes of one or more Cases (the number of selected records is displayed next to the Total results), and then on the top right of the table, click the Change Status action .
   You can also select all records in the table, or clear your entire selection.

2. From the Status dropdown that opens, click one of the available statuses: To Do, In Progress, Done, or Backlog.
   

The status of the selected Cases changes in the table to the new status.

Searching and Filtering Saved Cases

You can filter the Cases in the system to display only those with:

• The Search text in one of the Case fields.

• The titles selected from the Title dropdown.

• The types selected from the Type dropdown.

• The priorities selected from the Priority dropdown.

• The Query text in the Query name. From the list of Queries containing the string entered, select the relevant Query name. Once you start typing, up to 150 items are displayed.

• The statuses selected from the Status dropdown. Available statuses: To Do, Backlog, In Progress, Done.

• In the date range selected in From - To - Click the Date Range picker to filter the dates that Cases were created.

  • Select two dates to set the date range.
  • To filter Cases only for a specific date, select the same date twice.
  • Click Select Time in the date range picker to include specific times in the date range.
  • Click Ok to set the Date Range filter.

Click Reset to clear the search and filters.

Managing Cases in Kanban View

You can display the Cases in the system in a convenient fashion in Kanban view. Each Case is displayed in the column that corresponds to its current status: Backlog, To Do, In Progress, or Done.
In Kanban view, you can easily change the status of a Case by dragging and dropping it to its relevant status.

To view the Cases opened in the system in Kanban view

1. In the left menu, click the Case Management icon. The Case Management page opens in Table view (the default).

2. On the top right of the table, click the Kanban icon. The Cases in the system are displayed in Kanban (tile) view.
   

   • If a Case has been assigned, the Assignee icon appears in the bottom right of the Case tile. Hover over it to see the name of the assignee.

   • Click Hide Column to hide the Done column and only see those Cases that are in Backlog, To Do, and In Progress states.
     

   • Click Show all Columns to view Cases of all statuses, including the Cases in the Done column.
     

   • Filter the Cases to view specific Cases.

   • Drag and drop a Case to a different column when its status changes.

   • Click the Table icon to display the Cases in Table view.

   • To delete a Case, hover over its tile, click the Delete icon in the top right corner, and then in the confirmation box, click Delete. The selected Case is completely deleted from the system. This cannot be undone.

Creating a New Case

Above the Filter area on the right, click Create Case to open a Create Case drawer for setting up a new Case. Learn how to create a new Case. The new Case appears in the Case Management page (Table or Kanban view)