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To access this area and manage existing cases, you need the Case management permission. If you do not have this permission, you will not see the option in the Navigation pane (more info about permissions here).
Additionally, to check the triggered alerts associated to cases in the Triggered alerts area, you need at least the Triggered alerts (view) permission. Having the manage version will also allow you to associate more alerts or disconnect them (more info about alerts and cases here).
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Create cases
Click Create new case at the top right, fill out the form with the fields described below, and click Create when you finish.
Case type required: this dropdown allows you to choose between the available types previously configured. New types can be created in the Case configuration area.
Title required: give it a meaningful name that allows to easily identify its purpose or context.
Description: use this field to provide as many details as possible about the case and its context. It provides a full text processor with many different possibilities to provide information, such as headings, text formatting, bullet lists, links, line dividers, quotes, tables, code snippets, json blocks, and pictures, as well as a convenient undo/redo option.
Assignee: this dropdown allows you to choose between the existing users in this domain to asume the responsibility for this case and its resolution.
Priority required: choose the level of importance of this case in terms of the urgency required for solving it (Very high, High, Normal, Low, Very low).
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Access these alerts in the Triggered alerts area by clicking View in alerts page. This area will be automatically filtered using the case ID to show only those alerts associated with it.
Access each alert query to check the related data in the search window by clicking Go to query in the ellipsis menu.
With the required permission to manage triggered alerts, you can disconnect them from cases using the Disconnect from case option in the ellipsis menu.
Clicking an alert’s ID will open the alert details window in the Triggered alerts area.
When there’s a considerable number of alerts, they will be paginated, and you can navigate them using the exact set of controls explained above to navigate the cases list.
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The Additional Fields tab allows you to specify values for those fields created in the Case configuration area to provide additional context about the case. When you access this tab, you can see in alphabetical order those fields with values already specified, but you can see all the existing additional fields by clicking Show empty fields.
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