Work on a workplace case using Case management
Update, edit, or resolve a workplace case at any time from a single workspace using the Workplace Central Case management workspace.
Vorbereitungen
Role required: sn_wsd_case.manager
Warum und wann dieser Vorgang ausgeführt wird
The dashboard enables you work on a case at any time. You can perform any action on a case such as update, edit, and even resolve a case when done. To save time from filtering the cases, the workspace, by default, displays the cases under various categories in the Overview section.
- Update the case details.
- Change the state of the case.
- Add comments or work notes.
- View or attach knowledge articles.
- Mark the checklist or add new checklist items.
- View the employee details who requested the case and mail them directly if necessary.
- View the workplace location on the floor map. For move cases, view the From location and To location on the map.
- Create child cases and child tasks if needed. For more information, refer to Create a child case and a child task.
For more information about the features and actions that you can perform in the workspace, refer to Case Management - Key features, Actions & Case details.
Prozedur
-
On the left pane, select the Case Management icon (
).
The Case Management dashboard opens. -
Perform your changes.
Action Procedure Edit the case's form fields In the Details tab, do the following: - Edit the field that you want to change. You can change the details such as the Workplace service using which the case was requested, the Workplace location,
Assignment group, Assigned to user, detailed Description, Items at the location and more.
- For move cases, you can edit the details such as the From location, To location, Reason.
- For maintenance cases, you can edit the details such as the Product model and Enterprise asset.
- Select Save to update the changes.
Add a comment or work notes In the Details tab, do the following: - Go to the Compose & Activity panel.
- To add a comment, select Comments tab and add your comment.
- To add private notes, select Work notes (Private) and add your notes.
- Select Post comments
- Select Save to update the changes.
View the activities performed on the case until the current date In the Details tab, go to the Activity panel. View the Requested foremployee details or send an email to them Select the At a glance icon ( 
) on the right-side panel.Hinweis:The employee details are displayed by default when you open the case. However, the employee details are subject to availability in the system database. If the details aren’t available, the details of the admin or the case manager are displayed.If no employee is specified in the Requested for field, then the employee details aren’t displayed.
- In the Employee details panel, review the details.
- To send an email, select the email address directly and do the following:
- In the New Email Draft page, compose your email and modify the subject if necessary.
- To attach a file, select Attach file.
- To send the email, select Send email.
You can also view draft emails using the View drafts option.
View knowledge base articles related to the case Select the Knowledge Articles ( 
) on the right-side panel.- In the Knowledge Articles panel, search for an article.
- To view the article on a separate page, on the article, select Full view.
- To flag the article, select Flag.
- To mark the article as useful, select Helpful.
View or upload attachments to the case Select the Attachment icon ( 
).- In the Attachments panel, view the attachments.
- To upload a file, select Select.
View the template of the case or add a template Select the Template icon ( 
).- In the Templates panel, view the templates in the All tab.
- To add a template, select
. - To view templates added by you, select My Templates tab.
To create a template, refer to:View the workplace location specified in the case; View the 'From' and 'To' location of a move case; View the asset location of a maintenance case Select the Location icon ( 
).- In the Locations panel, view the location details such as the location name, floor, building, campus, and region details.
- To view the location on the map, scroll down to the Map section. On the map, you can do the following:
- Drag the map.
- Zoom in/out on the map.
- For a move case, the Location panel displays the details of theFrom location and To location under the Move from and Move to tabs.
- For a maintenance case, the Workplace location panel displays the location of the asset specified in the case. If an asset isn’t specified, then the workplace location selected in the case is specified.
View the fulfillment instructions Select the fulfillment Instructions icon ( 
).To add fulfillment instructions, refer to Add Fulfillment instructions.
View or add checklist items Select the Checklist icon ( 
).- Mark a checklist if it’s completed.
- Edit a checklist if necessary.
- Add a checklist item if necessary. If there are no checklist items, you can add them.
View the child cases or add a child case Go to the Child Cases tab. - View the child cases created with the case. Perform refresh, edit columns or apply filter if necessary.
- To create a child case, select New. Refer to Create a child case and a child task.
View the child tasks or add a child task Go to the Child Tasks tab. - View the child tasks created with the case. Perform refresh, edit columns, or apply filter if necessary.
- To create a child case, select New. Refer to Create a child case and a child task.
View the details of approvers Go to the Approvers tab. Vew the case SLAs and add an SLA Go to the Case SLAs tab. - View the SLA details associated with the case.
- Select New to add an SLA.
To create the SLA definition, refer to Create an SLA Definition.
View the attached knowledge base articles Go to the Attached Knowledge tab. View or add articles. View the knowledge base articles viewed by the user Go to the KB Articles Read by User tab. View or add articles. View the related cases Go to the Related cases tab. View the cases or add a case if necessary. Refer to Create a child case and a child task. For a maintenance case, view the associated workplace cases Go to the Workplace Cases tab. View the cases or add a case if necessary. Refer to Create a child case and a child task. View the workplace service items requested with the case Go to the Requested Service Items tab. - Edit the field that you want to change. You can change the details such as the Workplace service using which the case was requested, the Workplace location,
Assignment group, Assigned to user, detailed Description, Items at the location and more.