How to start work on a case

Before you start

• You'll need a Self Service article that has been set up to work with Case Management. Setting up Self Service is beyond the scope of this guide, but is described in Case Management with Self Service and User Requests

Steps

1. Open the Self Service article.
2. You will see tasks (in this case, cases) that are assigned directly to you, and any that you can claim and start working on. If a case is assigned to you, no one else can claim it to work on.
   
   
   You can sort your tasks by clicking on the column headings.
   

3. Click "View all" to see all of the tasks
   
   
   
   This view also includes a search.
   
   

4. Click the description in the left hand column to see more information about a case.
   
   
   
    

   This view displays a read-only view of a case and has buttons to start working on it.
   

5. To start working on a case, click the task button in the right hand column.
   

Result

• The case will be assigned to you
• The case will open and you will be able to review it