Manage your government service cases from the Government Service Portal

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 3 min. de leitura

    • Create, accept, assign, escalate, de-escalate, cancel a case, and even more actions for various government services all from the Government Service Portal.

    Antes de Iniciar

    Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

    Procedimento

    1. Navigate to the Government Service Portal.
    2. Do one of the following actions that are related to your case:
      Tabela 1. Service Request Case Actions
      Action Description
      Create Case Creates a case and associates the new case with the originating case. The new case appears in the Related Cases related list.

      This action displays the Select Case Type pop-up window where you can select the type of case to create.

      Accept Accepts an assigned case. This action is performed by the logged-in user.
      Assign to me Assigns the case to the logged-in user.

      This action is available if the case is unassigned and the logged-in user has the correct role.
      Compose Email Opens an email window in a new sub-tab on the Case tab.
      • The To field displays the customer's email address.
      • The Subject field displays the case number and issue.

      This action is available from the More UI Actions menu.
      Escalate Case Escalates the case, which highlights the case and raises awareness about a customer or issue.

      This action is available if the logged-in user has the correct role.
      De-escalate Case De-escalates a case.

      This action is available if a case has been escalated and the logged-in user has the correct role.

      Report Knowledge Gap Opens a knowledge feedback task in a new sub-tab for the case. After being saved, the task appears in the Knowledge Gaps related list.

      This action is available from the More UI Actions menu.
      Propose Solution Enables the agent to propose a solution for a case.
      Record Time Records the time worked for the case or case tasks. Selecting Record Time opens a Time Worked form with the Task and User fields already populated.

      This action is available from the More UI Actions menu.
      Create Work Order Creates a work order for the case.

      After a work order is created, it appears in the Work Orders related list. The case number is also referenced on the work order.

      This action is available from the More UI Actions menu.
      Close Case Closes a case.

      This action is available after a resolution code and any information related to the closure is provided in the Resolution notes field.
      Open case Changes the state of a case from Awaiting Info to Open.
      Submit application Saves the application and moves the state of the case from Draft to New.

      This action is available when the state of a case is Draft.
      Request Info Requests information about a case or case task from the constituent, business, or agency.

      This action is available when the state of a case is not Draft, Resolved, Closed, or Cancelled.
      Start Work Begins work on an open case.

      This action is available to the agent who is assigned to the task when the state of a case is Open.
      Cancel Updates the state of the case to Cancelled.

      This action is available when the state of a case is not Resolved, Closed, or Cancelled.

      These actions are inherited by the case types that are created by extending the service case type.

      The actions in the following table are available with the cases when the corresponding plugins are activated.
      Tabela 2. Actions available with corresponding case plugins
      Plugin Action
      Service Management
      • Create Incident
      • Create Standard Change
      • Create Problem
      Major Case Management Shows all major case actions.
      Special Handling Notes Shows any special handling notes for the case.
      Case Action Status Indicates the current action state.