Using the Cases Page

Using the Case Details Page

• Select Cases > View Your Cases from the Support site's navigation bar. 
• You can also click the View Your Cases link below the search bar on the home page. The cases page opens. 
• This page also displays when you submit a new case.

• Post any additional comments in the Case history field, and then click Add comment (figure 1, callout 2). You can also search the case history with the search bar below the Add comment button.
• If you need to close or escalate the case, click Close case or Escalate case (figure 1, callout 3). 
• If there are work orders assigned to your case, click View all Work Orders (callout 4).
  Note: The IBM support team determines whether a field service visit is necessary. Not every case requires an IBM Field technician to make a site visit.
• The View all Case escalations link is to the left of View all Work orders. 
• Case status (callout 6) indicates status and a Next Action Date as indicated in the example. In this case the client needs to reply by May 23, 2024.
• The Actions menu (callout 5) provides you with additional functions, including:
  • Print case provides a printable version of all case details. 
  • Print case history provides a printable list of the history of changes and comments to the case. 
  • Save case creates a PDF version of the case details and saves it to your device.
  • Save case history creates a PDF version of the case history and saves it to your device.
  • Duplicate case creates a new case based on the information in the case you are viewing.
  
  
  Figure 2. The Actions menu