Case Management Page
  • 06 Feb 2024
  • 4 Minutes to read
  • Dark
    Light
  • PDF

Case Management Page

  • Dark
    Light
  • PDF

Article Summary

The Case Management page displays a list of 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.

Note:

It is possible to see all Cases in your data scope, even those that are assigned to others.

To open the Case Management page

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

The Case Management page opens in table view.
CaseManagementPage.png

The total number of saved cases is displayed on the top left side of the table: Total 4.

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.

Searching and Filtering Saved Cases

CaseFilter

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.

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.

Case Actions

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, do one of the following:

    • To delete a single Case: Hover over the row of a Case, and then at the end of the row, click the Delete icon DeleteIconB .
    • To bulk delete one or more Cases: Select the checkboxes of the Cases that you want to delete, and then on the top right of the table, click the Delete action DeleteAction1.

    The number of selected records is then displayed next to the Total results. You can also select all records in the table, or clear your entire selection.
    The system asks you to confirm the deletion.

  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, do one of the following:

    • To change the status of a single Case: Hover over the row of a Case, and then at the end of the row, click the Change Status icon ChangeStatusIcon1.
    • To bulk change the status of one or more Cases: Select the checkboxes of the Cases that you want to change status, and then on the top right of the table, click the Change Status action ChangeStatusAction.

    The number of selected records is then displayed next to the Total results. 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.
    StatusDropDown

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


For general information about working with tables refer to Working with Tables.



Was this article helpful?

Changing your password will log you out immediately. Use the new password to log back in.
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
Enter a valid email
Enter a valid password
Your profile has been successfully updated.