About cases and alerts
The case management feature offers a simplified method for creating, managing, and monitoring cases, allowing you to track your efforts in addressing specific issues. Triggered alerts can be linked to cases to enhance the workflow for monitoring and addressing issues, thus facilitating the identification of potential solutions.
This approach enhances the value of alerts, as they not only serve to warn about abnormal situations but also play a role in the broader lifecycle. They help monitor the processing and implementation of solutions aimed at resolving these issues.
Cases and alerts complement each other, as alerts now form an integral part of the solution, while cases are grounded in specific data contexts, providing a solid foundation for action.
What permissions do I need?
To associate alerts with cases, management access to the triggered alerts area is necessary, which requires the Triggered alerts (manage) permission. The view version only provides access to the area without enabling any management tasks.
You also need the Case management permission to link alerts to new or existing cases. Failing to meet this requirement will result in an error when accessing the case management menu (more info about managing roles and permissions here).
Associating an alert with a case
Associate several alerts with a case in bulk
You can also associate several alerts at the same time with a case. Simply mark their checkboxes and use the Bulk actions menu next to the master checkbox. Then, follow the procedure described in the section above from step 2.
Accessing associated cases
Alerts with cases associated can be easily identified by the change in the folder tray icon, which becomes darker and displays a blue bubble with the number of cases associated. If you click it, the associated cases window opens, and you can see the names and IDs of the cases,
There is also a button to access them in the Cases area to further examine or configure them (more info about the Cases area in this link).
You can also check associated cases in the alert details window (more info here). Simply click the alert ID to open it and you will see them at the top right of the overview tab.
Disconnecting cases from alerts
In the associated cases window, you also have a button to disconnect the cases you no longer need to be associated with the alert in question.
This can be also done from the alert details window (more info here). Simply click the alert ID to open it and click the Disconnect button of the corresponding case at the top right of the overview tab.
