The Case Window

The Case Window displays all information relating to a single Case (sometimes referred to as a trouble ticket) and is the main interface for manipulating that Case. There are three horizontal panes in the Case Window. In the top pane are the details of the current Case. The middle pane contains a list of the Entities bound to the Case and the bottom pane contains the case Activity Log journal entries. The title bar of the Case Window displays both the Case ID and the Case Headline.

To view a case in the Case Window you can either double click on the open case in the Incident Manager, or if the case is not visible, you can search for it by using the 'Find Case...' feature found under the Case menu (Shift + Command + F).

The Case Window

The Case Window comprises a toolbar and three sections: 

1. Case Details

2. Incident List

3. Case Log

The Toolbar

The options available in the toolbar for the Case Window are as follows

Icon	Name	Description
	Update Log	Add an entry to the case log
	Close Case	Close the case
	Refresh Entities	Manually refresh the entity list
	Refresh Log Entries	Manually refresh the case log entries
	Re-Assign Case	Re-assign the case to another support person
	Change Headline	Change the headline of the case

Case Details

This section lists all of the details of the case.

The first text box in this window contains the case headline, this is a brief description of the case.

The next text box lists the ownership details of the case.

Customer:	The current Customer's ID
Case #:	A unique ID number for this case
Owner:	The username for the person who created this case
Requester:	The name of the person who requested this case

The final text box in this section contains case status information.

Opened:	A time/date stamp of when the case was first opened
Closed:	A time/date stamp of when the case was closed
State:	The current state of the case: Opened or Closed
Last Update:	A time/date stamp of when the case was last updated

 

Entity List

This section contains a list of all of the entities assigned to this case. 

Case Log

This contains the log for the case. The beginning of each log entry will contain a date/time stamp of when the entry was created and the username of the creator.

Case Management

Cases are primarily created, viewed and managed via the Incident Manager. A case may be linked to one or more Entities.  Case management can broken down into four tasks:

Filtering Cases

Creating a Case

Viewing/Updating a Case

Closing a Case  

Filtering

By default, you will be viewing all Cases that you own in the Incident Manager.

To view all open cases, click on the second drop down box "Filter Cases" and select "All Open Cases".

To filter all open cases for a particular phrase you can use the search box in the top right-hand corner of the Incident Manager window. This will filter both open Incidents and Cases. To clear the custom search, click on the "x" in the right-hand side of the text box.

A more indepth method of searching cases is described here .

Creating a New Case

There are many ways in which you can create a new case. The most basic method to create a case is to use the Case menu to create a blank Case (i.e a Case without any entities bound to it).To open a Case in this manner, click "Open Blank Case" from the "Case" Menu (Command + Alt + Shift + C).

You must fill in all of the details for the current case (including selecting the customer). Once you have completed all of the details for the case and click "Open", you are taken to the Case details window.

Other methods to create a new case are described in their appropriate pages of the Operational Manual, and include:

New Case for Incident

New Case for Multiple Incidents

Viewing Case Details

To display all of the case details, you can double click on the required case either in the Incident Manager or in the Case Search window. The a key part of the Case Window is the Case log, displaying all of the log information pertaining to this Case.

Adding Entities to a Case

There are two ways that you can add an entity to a Case: Via the Entity Browser, and via the Incident Manager. With the Entity Browser open you can drag the required Entity and drop it on the appropriate Case in the Incident Manager, or if the Case is opened, you can drop it into the Entity List portion of the Case Window. Likewise, when you locate an Incident that should be assigned to a case, the incident can be dragged and dropped onto the case, or if it is opened, onto the Entity List portion of the case.

Updating a Case Log

To update the Case Log you must first open the Case window for that Case. With the Case open you may review the log, in the log portion of the Window. To add a Log Entry, you must click on the "Update Log" button  in the Window's toolbar. ().

After writing the log entry, clicking the "Record" button will save the current details to the case.

Closing a Case

To close the case you are viewing, you can click the "Close Case" button in the window's toolbar. Clicking this button brings up a textbox to enter any final details for the Case. Cases may also be closed in the Incident Manager using the "Close Case" button.

Case Searching

Open cases can be viewed in the Incident Manager, but if you need to review a closed Case you will need to use the Case Search facility. The Case Search window can be opened from the Menu, Case -> Find Case... <Command + Shift + F>.

The minimum search critera is Customer, and atleast one other search criteria. Additional search criteria can be enabled and configured to augment or clartify the search.

The bottom component of this window lists all of the found cases. The details it shows are as follows:

Case ID

Headline

Owner

Requester

Date Opened

Date Closed

The far left hand side of the of each Case are three colored dots.

Column	Description
A	Indicates whether or not the Case is currently Active
S	Indicates the current (live) status of the Entities assigned to the Case
O	Indicates whether or no you are the owner of the Case

By double clicking a case, you can view all of the details of the Case.