Case Manager

The Case Manager displays a list of all of the open cases. This window is broken into two halves. The top half displays a list of currently open Cases (the Case Panel), and the bottom half contains a Case search feature.

The details displayed for each case are:

Column	Description
Case #	The unique number of the case
Headline	A brief description of the case
State	The current state of the case: Open, Closed
Opened	A date/time stamp of when the case was opened
Update	A link to update the case

Clicking on the Case number, or the Headline takes you to the case details for the selceted case. 

At the bottom of the case list is a link to open a new case: "Open New Case"

The lower half of the screen provides a case search facility. The three fields you can search are: Case Number, Headline, Owner.

Case Management

Cases are created, viewed and managed via the Case Manager. Case management can be broken down into five core tasks:

Creating a new Case

Viewing Cases

Updating a Case

Administering a Case 

Closing Cases

Creating a new Case

To create a new case, click the "Open New Case" link in the bottom right corner of the Case Panel in the Case Manager window.  The New Case Window, requires three pieces of information:

Headline

Requester

Log Entry

Once you have completed the details of this from, click the "Submit" button. The next window to be displayed is the case window, confirming that the case has been created.

 Viewing Case Details 

To view the details of a case, click on the headline of the case in question. The top of the Case window Displays the case details:

Row	Description
Headline	The headline of the selected case
Case #	The unique Case number
Owner	The Owner of the case
Requester	The person who Requested the case  to be opened
State	The current state of the case. Either: Opened, or Closed
Opened	A date/timestamp of when the case was initially opened

The next section contains "Case Control" links: Refresh, Update log, Case Administration and Close Case.

The final portion of this window displays the Case Log.

Updating a Case

After viewing a case, you may wish to update the case log.To do this, click the "Update Log" link in the case window.

The Update Log window contains one main text box, to enter the details you wish to add to the log. In the next text box, enter the amount of time spent working on this case.

Once all of the details have been added, click the Submit button.

Administering a Case 

To access the case administrator, click the "Case Administration" link on the case page.

There are three parts of an open case you can change. Headline, Requester, and Owner.

Once you have made the required changes, click the Submit button.

Closing a Case

To close a case off, first navigate to the required case, and then click the "Close Case" link on the case page.

The Close Case link takes you to the "Final Log Entry" page. You now have an oportunity to enter one final comment for the case.

To close of the case, click the Submit button.