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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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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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Delete cases
You can delete a single case by clicking the ellipsis button at the end of the row and then selecting Delete.
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You can also delete several cases in bulk. Mark their checkboxes and use the Bulk actions menu next to the master checkbox.
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Navigate the area
To make navigation more convenient without compromising performance, this area is paginated. To move across them, you can use the navigation arrows or you can write the page number you want to visit. You have the possibility to change the number of cases shown per page to adapt it to your needs.
If you think there might be some cases missing, you can use the refresh button to reload the list and retrieve any case that was being created or modified and was not displayed yet.
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Download case list in a CSV file
You can download all the cases shown on the list as a CSV. This is useful to easily share it with other people so they can examine the situation at glance without the need to enter Devo to check it. Simply click the Download as CSV button at the top right.
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Search and filter cases
As the number of cases is potentially high, it is essential to be able to refine the list and show only those that you are interested in. You can either use the search or the filters.
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You can filter using the following criteria: priority, status, reporter, assignee, or case type. When you select one option, only those cases with the selected option will be shown. When you select several options, only those cases with any of the selected options will be shown (OR based).
You can combine the different criteria to make your filter as precise as possible (AND based). You can also combine the search with the filters to narrow down your search even more (AND based).
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There is an additional filter category where you can use any other field as criteria, including custom fields.
Click the + More field.
Choose a field to search for values using the left panel.
Click + New Value and insert the value you want to use as criteria.
Click Apply.
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Access case details window
You can click either the ID or Title to access a screen that contains all the details of the case, as well as some management options. You can return to the list by clicking the back arrow at the top left, next to the case title. The case details window is divided into thee different areas:
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1. Basic management
In this area, you can change priority, status, and assignee by selecting the desired option in the corresponding dropdown. You can also edit the name by clicking on it and changing the wording as needed.
There is a refresh button to fetch all the changes that might have been performed but are not being displayed yet. You can copy the Case ID for later use elsewhere with the copy icon next to it. You can also delete the case if you no longer need it.
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2. Additional management
This area consists of 4 different tabs: Alerts, Description, Attachments, and Additional Fields.
The Alerts tab shows those alerts that have been associated with the case. The list shows the most relevant pieces of information for each alert so that you can easily identify them: ID, Name, When (date it was triggered), Priority, and Summary.
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 Description tab shows the full description provided when the case was created. You can edit it simply by clicking inside the field. Once you perform the desired changes, confirm them with the tick button at the bottom right.
The description field provides a full text processor so you have 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.
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The Attachments tab allows you to upload from you computer any attachment that you consider necessary to provide context or to help in the case resolution. Simply click on the + Add attachment button to add one.
Existing attachments can be examined by clicking on them, as well downloaded or deleted using the icons at the end of the row.
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The Additional Fields tab allows you to specify values to provide additional context and information about the case. The fields available here are those created and associated with this case type in the Case configuration area. 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.
When all fields are shown, you can specify values in those that you consider relevant for the case in question. Values must be coherent with the purpose of the field, and the specifics of each field must be considered when inserting values:
DateTime: click inside the field to show the calendar, select the date, click click Ok.
IP Address: click inside the field, enter the value, and press
on your keyboard (or click the tick button). The value must present an IP format or it will return an error.Status title enter Number: click inside the field, enter the value, and press
on your keyboard (or click the tick button). The value must present an integer format or it will return an error.Status title enter Select: click inside the field to open the dropdown and select the desired value.
Multi Select: click inside the field to open the dropdown and select the desired values.
Multivalued: click the + New Value button inside the field, enter the value, and press
on your keyboard (or click the tick button). You can enter several values if you need.Status title enter Text: click inside the field, enter the value or sentence, and press
on your keyboard (or click the tick button).Status title enter Textarea: click inside the field, enter the sentence or paragraph, and press
on your keyboard (or click the tick button).Status title enter Markdown: click inside the field, enter the text using any of the rich text features, and press
on your keyboard (or click the tick button).Status title enter JSON: click inside the field, enter the value, and press
on your keyboard (or click the tick button). The value must present an JSON format or it will return an error.Status title enter URL: click inside the field, enter the value, and press
on your keyboard (or click the tick button). The value must present an URL format or it will return an error.Status title enter User: click inside the field to open the dropdown and select the desired user.
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3. Monitoring
This area consists of 2 different tabs: Comments and History.
The Comments tab shows the insights, notes, or opinions shared by users on this case. To leave a comment, simply click inside the field at the bottom and click the paper plane icon when you finish writing it.
As in the description field, you have 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.
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The History tab displays a vertical timeline that reflects every action performed on the case over its entire lifecycle, with the oldest action at the bottom. It records any type of action (editing any field, changing any property, leaving a comment, associating an alert, etc.) so it’s a very useful monitoring tool.
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What can I do in the Cases area?
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