How to search for a case

Before you start

• The case search is always secured - you'll need to be logged in
• The search can be set up to either:
  • Return all case
  • Only return cases where you have permission to view or work on (ie be a member of the configured "case manager" or "enquiry" groups)

Steps to search for a case

1. Open the case search page.
2. Enter your search term into the box. You can search by the user's name, email, case reference number (business key), phone number, postcode or address.
   

3. You can refine your results by picking options from the filters.
   

4. Click "View details" to see more information about a case.
   

5. The details view has a button to view more information.
   

   This case view gives you read-only access to the case details, current tasks, case history, and email logs. It is possible to add notes to the case history, and to update the user's name, email, phone number and address.

6. If you are already the case manager (ie the case is assigned to you) you can also start working on the case using the "Manage case" button.
   

Further Reading

See Case Search for more information, including video guides.