Working on cases

You can start working on all cases that are accessible to you. Any HR agent belonging to a selected data group, and assigned group can process a case submitted by an employee, or open by another HR agent.

When a case appears in your Cases console, HR agents from your assigned group must process the case in accordance with its SLAs and priority.

This topic discusses the followings tasks that you might need to do on cases:

Related topics

Where to find more information

Creating cases

Case life cycle workflow

To modify a case

While working on a case, you might need to modify your the details, the status of the case, add notes to a case, and so on. Each time you modify the case, you need to save your changes.

Open the Cases console.
Select a case from the results table, and click Modify.
The case form opens on a new tab in the browser.
Click Edit.
Tip

If you do not need to make changes, you can click Summary to return to the basic Modify window.
(Optional) Change the main details of the case if necessary.
Perform any tasks that you need to do to process the case.
Note

Before changing the case status, save the case.
(Optional) Change the case status, click the icon to select a status.
Click Save & Close.

To assign/reassign a case to an HR agent

When you are opening or modifying a case, you can assign the case to an HR group, an HR agent, or to yourself from the Primary Assignment section on the Case Details tab.

You can also assign cases from the Cases console.

Open the Cases console.
Select a record from the results table.
Click Assign.
Perform one of the following tasks:
- To assign the case to yourself, click Assign To Me.
- To assign it to a different user, complete the following fields:
1. 1. Assigned Group field
  2. (Optional) Assigned Individual field.
Click Update.

To resolve a case

Open the Cases console.
Open a case form, and review its details.
(Optional) Assign a case if it is not assigned to you.
- To yourself, or
- To another HR agent by selecting the Assigned Individual, or
- To another HR group by selecting the Assigned Group.
Change the case status to Work In Progress if it is not in progress yet.
Review the tasks available on the Tasks tab.
Complete all tasks.
Change the status of the case to Resolved.
You may need to perform other tasks to be able to process case tasks.

Notes

You can close a case only when all tasks are completed.
When a case is in Resolved status, you cannot change its status.

To perform other tasks necessary for processing a case

You can perform tasks that help you process the case by using the tabs that are available in a case form:

Tab	Use this tab to perform the following tasks..	More details	For details see...
Case Details	Create an external or internal comment to the case Send an email containing information about the case Attach a document to the case	The tasks described can be performed in the Journal section on the tab.	Adding entries to a case journal
Tasks	Add additional tasks to the case Add a set of tasks to the case Work on tasks	This tab by default displays tasks if you selected a solution for this case.	Adding ad hoc tasks, ad hoc templates, and solutions to a case
Related Items	View items related to the case Add items that are related to the case	This tab by default displays all items that are related to this case. You can view the details of the default related items: related solution, assigned individual profile, and requester profile.	Adding related items to a case
Solutions	Add solutions to the case View details of the added solutions	This tab is by default empty. It displays solutions that were added later during the work on the case.	Adding ad hoc tasks, ad hoc templates, and solutions to a case
Case Access	Provide the case access to a person or a group Remove the case access from a person or a group	This tab displays who (user, user group) has access to the case. You change the case access by using this tab.	Modifying case access
SLAs	View the service level agreements (SLAs) for the case	The tab displays SLAs only if the SLAs are attached to the case.	Viewing case SLAs
Approvals	Approve the case Reject the case Put the case on hold	The approval options are active if approval procces is configured, and if you are assigned as the case approver. You can also view who is assigned as the case approver.	Approving cases
Self Service Answers	View the answers of a self-service user entered during the service request submission View the confidential answers of a self-service user.	This tab displays answers of the self-service user that are submitted during service request submission if the form of the request (based on the HR Case Management solution) contained questions.	Self-service answers

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Working on cases

To modify a case

To assign/reassign a case to an HR agent

To resolve a case

To perform other tasks necessary for processing a case