The Case Files Pages
The Case Files module (page) gives you a view of all case files to which you are authorized to view. The Cases list includes all the cases you own (as assignee), those in which you are a participant or play a supervisory role, and all others that you have authorization to view. The Case Files module is the space where you will track, update, and close every case.
You can locate and open a case file from one of two places: from the Navigation Frame and from your dashboard.
From the Navigation Frame
1. To open the module from anywhere in , click the Case Files tab in the Navigation Frame.
Note: By default, lists all cases in the system (all cases you have permission to view), selects the first case on the list (list is in descending order, newest first), and opens in the Detail Frame all sections that you enabled on the Preferences page.
From your Dashboard
1. If you are the case assignee, click the case from the My Cases widget on your dashboard.
Note: Clicking either the case number or title in the widget list opens the case file.
Case Display
When opening a case, sections automatically display only if they are enabled in case file preferences. You can open disabled sections from the links in the Navigation Icons Panel or the Expanded Treeview in the Browse Panel.
The enabled sections that are automatically displayed are in read-only mode. To update case information, open the section from the link or expanded folder.
Summary Panel
A summary (metadata) of the selected case appears as the first section of the case detail.
The summary gives a top-level overview of the case. The system creates the case number, identifies the Owning Group (determined by the assignee), sets the due date, and assigns the State (status). Your local configuration may generate other information.
Case Actions
The actions you can take on a case depend on your local configuration and permissions. For example, a read-only permission may apply to cases in which you are not the assignee or you are only following by subscription.
Use the Action Panel to:
- Modify existing content, change pre-close status and close the case.
- Start following the case (subscribe) or stop following the case (unsubscribe).
- Restrict view and modification permissions to you (as assignee) and to designated members of the Owning Group.
Links to Case Sections
If the link view is enabled, each section of the case opens by clicking the associated link in the panel below the Action buttons.
Note: The name of the section appears when hovering over each icon.
By default, the panel view is enabled. To change this, open the Preferences page.
Browse Panel
displays a list of all cases to which you have authorized access to view or act on. The default order of the list is most recent incident date to oldest. The Browse Panel makes available several ways to view case files.