Details, Status, Summary and Target SLAs

This tab holds details about the case, as originally raised by the user.

The first section acts as a summary and includes the case type, subtype, reference, status, case manager (ie the current staff user the case is assigned to), status, completion target and number of subscribers. If the case was raised via Assisted Service, the staff member who assisted the user is recorded in the "Initial assistance" field.

If a case has been reassigned the table will also display the reassignment reason.

Case Subtype

Cases can be configured to have Subtypes, which are a way for them to be categorised. This case type is used for allotment enquiries. It has a subtype of "Replacement Keys":

Pressing "Change subtype" opens a new drop-down with the subtypes that have been configured for the case.

Change Status

Cases have three default statuses: "New", "Open" and "Closed". Additional "open" statuses to represent various stages of a case that's being worked on can be set in the Status section of the case configuration and picked by a case manager during the case lifecycle.

Changing the status of a case records the change in the case history as a public note and emails the user who raised the case.

Subscribers

If other users, other than the person who raised the case, have subscribed to receive updates, a count of them will appear here.

Note that subscriptions are a feature that other products, like Report It, make use of. In normal use people cannot subscribe to existing cases. Subscribers are added via an API call into Case Management. In this release subscription notifications are limited to an email when the case closes.