About the 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:
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.
2. Additional management
This area consists of 4 different tabs: Alerts, Description, Attachments, and Additional Fields.
Alerts tab
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.
Description tab
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.
Attachments tab
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.
Additional fields tab
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 ENTER on your keyboard (or click the tick button). The value must present an IP format or it will return an error.
Number: click inside the field, enter the value, and press ENTER on your keyboard (or click the tick button). The value must present an integer format or it will return an error.
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 ENTER on your keyboard (or click the tick button). You can enter several values if you need.
Text: click inside the field, enter the value or sentence, and press ENTER on your keyboard (or click the tick button).
Textarea: click inside the field, enter the sentence or paragraph, and press ENTER on your keyboard (or click the tick button).
Markdown: click inside the field, enter the text using any of the rich text features, and press ENTER on your keyboard (or click the tick button).
JSON: click inside the field, enter the value, and press ENTER on your keyboard (or click the tick button). The value must present an JSON format or it will return an error.
URL: click inside the field, enter the value, and press ENTER on your keyboard (or click the tick button). The value must present an URL format or it will return an error.
User: click inside the field to open the dropdown and select the desired user.
3. Monitoring
This area consists of 2 different tabs: Comments and History.
Comments tab
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.
History tab
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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