Enables you to update case details to indicate how you have progressed the case and move the case to the next recipient.

Maintain Case

Case Number

Display only. The unique case number allocated to this case.

Raised

Display only. The date and time at which this case was created.

By

Display only. The name of the operator who created the case.

Employee

Display only. The ID and name of the employee to whom the case applies.

Type

Display only. The case type.

Title

Display only. The case title.

Comments History

Display only. A history of comments recorded against the case.

Your Comments

Enter your comments against the case to indicate how you have progressed the case.

Status

The current status, which you can change if required. Enter the new case status, or select one from the drop-down list. The options are set up in the CASSTA narrative category.

Time Spent

Enter the total time you have spent on the case in hours and minutes. The time spent is recorded against the current recipient of the case.

Workflow

This field is only enabled if you have changed the case status. Enter the ID of the workflow to which you want to route this case, or select one from the drop-down list. The workflows available are those that have been set up against the case type. The case is then routed to the next recipient and the first task in the workflow is added to their Workflow Tasks component on the Web View dashboard (assuming the next recipient is an operator).

Going To

The next recipient in the proposed route, as determined by the case type. Depending on your security profile settings, you may be able to select a different permitted recipient from the drop-down list. If you override the default recipient, the proposed route associated with the case type becomes inactive for the remainder of this case.

Email

Enter the ID of the email that you want to send, or select one from the drop-down list. The email templates available for selection are the ones associated with the case type via Maintain E-Mail Message Templates.

Orig

Select this check box to send the selected email to the originator of this case.

Going To

Select this check box to send the selected email to the current Going To recipient of this case.

Button

Email Other

This button is only enabled once an email has been selected in the Email field. Click this button to display Email Other Recipients, where you can choose to send the email to the employee for whom the case was raised, plus specify email addresses for up to two other recipients who should also receive this email.

Attachments

This button is only displayed if the MISC > SWITCH > CASEATTACH system parameter is set to Y and Doc Storage is licensed. Click this button to display Web Portal Doc Storage, where you can view and upload documents against the case in Doc Storage.

MD96S22