Working with a Case

See also: Cases, Open a Case, Close a Case, Reopen a Case, General

Once a Case is created, several items are created in an attempt to resolve the issue. The items can be independent or inter dependant, or in parent-child relationship. Apart from creating various items, you can manage cases, log various activities, add related attachments, entitlements, etc. From a Case, you can dispatch work orders, assign cases to queues, change ownership, etc.

Major workings on a Case are listed below:

1. Create a Work Order

2. Dispatch a Work Order

3. Unschedule a Work Order

4. Cancel a Work Order

5. Open/ Add or Delete an Attachment

6. Case Logging

7. Change Ownership

8. Create Sub Cases

9. Create Part Orders and Add/Remove Line Items

10. Install/ Remove/ Exchange Site Assets

11. Part Movement Logistics

12. Create Tasks

13. Service Level Agreement (SLA)