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Actions Panel

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Workflow displays a list of available actions in the Actions panel that you can perform on the case while it's in the current status.

To perform an action:

  1. Click the icon to open the action form.
  2. Complete the form fields and settings.
  3. Click Submit to complete the action.


Icons for the following actions will appear in the Actions panel, when configured, and you can perform other actions from within the other case panels as described. Follow the links for more information:

Case Tools

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Click the Case Tools button to quickly perform the following actions, where available:


Icon

Name

Description

Follow Case

Enables you to follow a case.


Stop Following CaseEnables you to stop following a case.

View FollowersDisplays a list of users who follow the case.

Vote for Case

Enables you to vote for the case.

PDF Version

Downloads the case details in PDF format.

View Case History

Displays the audit history of the case and enables you to download an audit report.

View SLA History

Displays the SLA history of the case.

Save Display Settings

Saves your display settings.


Customize ScreenEnables you to customize the form.

Add New ActionEnables you to add a new action to the case.

Guest Access LinkEnables you to create a link to the case that users can access without logging into Workflow.

Case Script StatisticsShows statistics about the script used in the case.

Case History

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When a case progresses through a workflow, it is important to understand the details about the progression, such as when the case was created, and by whom. Workflow enables you to monitor these details using the View Case History action on the Case Tools menu.

When you access the Case History window, we display these details: 

  • Updated Date
  • Performer
  • Action Name
  • Start Status
  • End Status
  • Assigned To
  • More Info

Each time a case changes status, Workflow records the time in the case history. When you click the Show less link on an item, we expand the details to display the case duration metrics that include the amount of time the case remained in that status, in days, hours, and minutes. You will also see these metrics in the Time Spent in Status column in DD:HH:MM:SS format when you download the report.

You can download the audit report in XLS format using the Download Audit Report button. 

When a user adds or updates a comment or file attachment that is marked for Internal visibility on a case, only users with appropriate permissions will be able to view the comment or attachment on the case and in the Case History. The Internal option restricts visibility to users in the same company.

Note: If one or more scripts change the status of a case multiple times, we only save one case history record and save the status duration value to that case history record. 

Approve

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Use the Approve action to approve a workflow process for the current status. Your administrator may configure the action with required or optional fields. They may also configure other actions to execute based on your activity, such as sending notifications to other users, or assigning the case to a particular user.

This action may also be configured as a Multi User Approval or Custom Multi Approval action, which enables multiple approvers on the action.

Assign

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Use the Assign action to assign the case to one or more users, depending on the configurations of the action. Your administrator can customize the action but the default behavior is described below.

When you execute the action, Workflow displays:

  • Assign Case To: Enter the user to assign the case to. This field is required.
  • Comment: Enter a comment and format it with the rich text editor if desired.
  • Comment Visibility: Select Public to make the comment visible to all users, or Internal to display the comment only to users in your department. When you select Internal, Workflow automatically adjusts the notification recipients accordingly.

    Note: These settings only appear if you belong to a department that belongs to a company. When not, the comment will be public by default.

  • Notifications: Add or remove users that will receive a notification regarding this action.
  • Note: When you add an email address, Workflow sends the notification, but doesn't create a new user or contact.

Change Project

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Use this action to associate the case with a different project. A case can belong to only one project, and a project is required for every case.

When you execute the action, Workflow displays a list of projects from which you can choose.

Change Status

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Use this action to change the workflow status. You can hover over the action icon to display which status the case will change to:


Unless your administrator configures additional behaviors on this action, when you execute the action, the status changes immediately and the Actions panel will display the actions available for that status. If the administrator configures multiple Change Status actions in the same status, you may either see multiple Change Status icons in the status, or they can combine them all in one. In this case, we will display a list of possible statuses that you can change to, from one icon.

Change Workflow

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Use this action to change the workflow that the case belongs to. When you execute the action, Workflow displays a list of available workflows to which you can assign the case.

Select a workflow from the list and submit your change.

Workflow changes the case ID to reflect the new workflow and transfers the values of all custom fields to the new workflow when it contains the same fields. If you change the workflow back to the original workflow, the former fields that had values are recovered. For fields that are shared between the workflows, Workflow displays the most current values.  

You may also be presented with fields that are required in order to create a case in the new workflow.

Close

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Use this action to close a case. Closed cases are considered complete and are hidden from case lists. You can select the include closed cases option on the  Find Cases page to also display closed cases.

Your administrator can configure:

  • Which actions occur when you submit this action.
  • Whether the case changes status and assignee.
  • If notifications are sent.
  • Other actions such as completing required fields.

When you execute the action, Workflow displays:

  • Comment: Enter a comment and format it with the rich text editor if desired.
  • Comment Visibility: Select Public to make the comment visible to all users, or Internal to display the comment only to users in your department. When you select Internal, Workflow automatically adjusts the notification recipients accordingly.

    Note: These settings only appear if you belong to a department that belongs to a company. When not, the comment will be public by default.

  • Notifications: Add or remove users that will receive a notification regarding this action.

    Note: When you add an email address, Workflow sends the notification, but doesn't create a new user or contact.

Copy Case

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Copy Case is a non-transitional action and does not change status when executed. When you copy a case, Workflow copies information from the first case to a new case. We copy all custom field data, project, description, assignee, and the case name. We also assign a new case ID to the new case.

Workflow does not copy the following information from the initial case:

  • Ad-hoc Reminders

  • Attachments

  • Case History

  • Case Owner

  • Case Referrer

  • Comments

  • List Information

  • Multi User Approvals

  • Related Cases

  • Team Members


Note: Your administrator can create a custom Copy Case action that will copy some or all of the items listed above that do not copy by default, so your results may vary.

Delete Case

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When you execute the Delete Case action, Workflow displays any custom fields as configured by your administrator, and may also display Notifications. You can add or remove recipients who will receive notifications and submit the action.

Workflow deletes the case and all of its activity in the Feed.

Warning: You cannot undo this action and you cannot recover case details.

Edit Case

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The Edit Case action enables you to edit specific fields as defined by your administrator. Your user permissions will determine what you can view and edit on a case.

Edit Fields

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The Edit Fields action enables you to edit specific fields as defined by your administrator. Your user permissions will determine what you can view and edit on a case.

Merge Cases

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Workflow enables you to merge data from another case into the current case. The cases can be from the same or different workflows and the case from which you execute the action will be updated. The other case is deleted along with its feed and case history.

When you execute the action, Workflow displays a Merge window where you can search for the case you wish to merge into. Enter text in the search field, or simply:

  1. Click Find to display search results. Workflow displays a list of results.
  2. You can narrow your search using one or more of these fields and options in the Search Criteria section:
    • Text Search: Select one or more: Name, Description, and Case Key.
    • Status
    • Workflow
    • Project
    • Assignee
    • Creator
    • Include closed cases
  3. Select a Case Key to view the details of that case, or
  4. Click the --- select --- link on the case you wish to merge with.
    • Workflow returns to the Merge window and displays a list of field value conflicts and resolutions between the two cases.
  5. Click Submit to merge the cases. Workflow applies these changes:
    • When a field exists in the selected case, but not in the initiating case, this is listed as a conflict and the data is not merged into the initiating case. The fields in the initiating case persist.
    • When both cases have the same custom fields with different values, Workflow persists the data from the initiating case.
    • Workflow merges comments and attachments from the chosen case into the initiating case.
    • We retain the name, case ID, project, workflow, status, and creator of the initiating case.
    • We do not merge reminders, team members, or related case details from the chosen case.
    • We delete the chosen case and all of its feed history.

Print Document

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When you execute the Print Document action, workflow displays a window with a list of available documents. We enable you to perform these actions on each of the listed documents, providing you have appropriate user permissions:

  • Preview: Opens a preview of the document in a new window and enables you to print it.
  • Download HTML: Downloads the document in HTML format. You can then open and print the file.
  • Download PDF: Downloads the document in PDF format. You can then open and print the file.
  • Edit: Opens the Document Template workspace and enables you to edit the document template. This action is available to administrators only.

Reject

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You can use the Reject action to reject the activity in the current status. Your administrator configures the action to either move the case to a new status, or keep it in the current status, and they may configure it to reassign to a specific user on execution.

This action is often used with the Approve action, giving you the option to approve or reject the activity.

Your administrator may also add custom fields to this action, enabling you to select from a list of reasons for the rejection. They may also add the Comment field so you can provide a reason for the rejection.

Reopen

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Use the Reopen action to reopen a closed case. Your administrator can configure the Reopen action in any status in a workflow, but the icon won't appear until after the Close action has been executed. The case does not necessarily need to be in the final or closed status, but if Close has not occurred, the Reopen action will not appear in the status.

Script Action

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Your administrator can configure a variety of different actions using scripting and will likely modify the label of this action item with one that reflects the behavior of the action.

Send Message

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The Send Message action enables you to send a message to one or more users and contacts. You can configure your message using rich text formatting and you can enable the option to show the message as a comment on the case. You can also select whether the comment will have public or internal visibility to other users. Internal visibility restricts visibility to users in the same company.

Share Case

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Use this action to share case details with other users or contacts who may have an interest in the case. This person does not need to be a registered user.

When executed, we display a Share Case window with these required fields:

  • First Name
  • Last Name
  • Email
  • Message

When you submit the action, Workflow sends a notification to the specified person and adds them as a contact if they are not already in the application. For this example, we'll assume this is a new contact.

The new contact can then access the case using the link in the email notification and will only be able to view details and perform actions based on settings configured by the administrator. Anyone with this link will be able to view the same case details.