Managing cases

From the Case Client, you can handle work items that are assigned to you and search for and view information about the associated cases. You can add unplanned activities to be completed by you or others. You can also assign users and groups to roles and reassign multiple work items by user role.

Learn about the common activities you need to do to manage cases.
Important: The tools and the functions that are available in your cloud subscription are based on the functionality in the equivalent on premise product. The topics that are linked to here are in the documentation for the on-premise product.
  • Managing access to cases.

    Roles for a solution are defined in Case Builder. However, before anyone can work on the associated work items, you must associate users and teams to the roles in Case Client. For more information, see Managing access to cases.

  • Processing work items.

    Your in-basket contains the work items that are assigned to you. In addition, you can move work items from role in-baskets that you can access to your own in-basket so that you can process them. For more information, see In-baskets.

  • Assigning work.

    Some user roles, such as the Supervisor role, can reassign work items from one user to another. For more information, see Assigning work.

  • Adding new activities to a case.

    An activity organizes work items that must be completed to process a case. Depending on how your solution is set up, you might be able to add activities to a case. For more information, see Adding new activities to a case.

  • Working with processes.

    You can bring your Process Portal Work dashboard into your desktop so that you have a unified version of your work. For more information, see Working with processes.