Cases are great for tracking just about anything, from customer support and help desk requests, to software bugs and project tasks. You can set up as many trackers as you like, because each space you create has one built right into its fabric.
Anyone can submit a case, issue, question, or ticket, then choose its status, milestone, priority, category, and add tags to provide further context. Assign it to someone and loop in additional people when you need their input. Everyone gets notified on updates and everyone can provide their expertise to find a solution or answer.
You can sort and filter on just about every field, making it easy to find what you're looking for, and each status is color coded, so you can quickly identify new, open, in-progress, or closed cases. Just about everything is configurable, so you can make it fit your existing workflows. And you can even check out the real-time reports to see a high-level view on how your team is doing.
Cases are a system for addressing issues. Cases are under a project and a project category, have a status and priority, may be assigned to a certain user, and may be grouped with other cases into a milestone. A case's status can be updated to reflect changes in its development.
Milestones are groupings of related cases. You can give a milestone a due date to keep on track. As cases in a milestone are closed, the milestone's percentage increases toward 100%.
Create Case
Update Case Status
Assign Case
Move Case
Copy Case
Create Task From Case
Get Case Comment Permalink
Milestones
Create Milestone
Set Milestone
Manage Milestones
Edit Content
Delete Content
Content Basics
On the cases homepage, you can filter cases in the following way:
You can sort cases in the following ways:
You can click to see how many cases have each status.
Click the info icon to display case project, category, and priority on the cases homepage.
You can update or delete multiple cases at once from the case list page. Check cases, then click the gear icon to open the Actions menu. Options:
* These options only appear in the Actions menu when you filter cases by project first.
Case statistics include the response time and resolution time. Response time is the amount of time between when the case was created and when the first comment was made by a user who can be assigned cases in the project. Resolution time is the amount of time between when the case was created and when the case was set to a closed status.
The case list displays the average response time and average resolution time.
When a new case is created, commented on, or updated and is not assigned to a user, the following users will receive an email notification:
When a new case is created and is assigned to a user, the following users will receive an email notification:
Allow people to set due dates when creating a case. This feature is not enabled by default.
Enable Due DateAdd the below CSS to CSS Overrides
.axero-case-due-date { display: block; }
Sort by Due Date
Case escalation escalates a case to another person based on space roles. The escalation order is based on the "Roles which can be assigned cases" setting of the case project.
When a user creates a case, they will be able to assign the case to users with the first role only.
When the assigned user opens the case, they will see a button to escalate the case. When they click Escalate this case, the case is assigned to a user with the next role who has the fewest assigned cases in the case project.
With the permission to manage cases, you can add and delete case projects in Manage Space. You can rename, activate, and deactivate case projects. You can also set a case project as the default case project of the space. You can add and delete project categories. You can also add, edit, and delete case statuses and case priorities. Finally, you can set case and case comment permissions for roles in the space.
Manage Space: Cases
Manage Space: Case Projects
Manage Space: Project Categories
Manage Space: Case Statuses
Manage Space: Case Priorities
Case Permissions
Case Comment Permissions
Case Comment Internal Permissions
Is there a way to add content to the top of the cases search page?
Like an article? Or like custom text? You can't do the former, but oddly enough you can use CSS to add text to an element. If you need more direction feel free to post what you're trying to do in the forum.
We are looking to add a snippet of text to the top of one of the cases pages it would be something like this:
See the status of work group projects that are in process or need to be voted on below. Click the Issue Number to learn more about the project or click on the notes to read meeting notes to keep you up to date.
Excellent. I think you will be able to do that with CSS, the "content" property in CSS. Post it in forums and we'll see if we can guide you on just how.
Is there a view where an administrator can see all cases created across all spaces where cases are enabled? For example, you can do this for Announcements, Discussions, etc.
Hey Brian,
You can do this with a content list widget on a Page Builder page. Follow the steps below.
Grace
Please enable JavaScript to use file uploader.
is requesting access to a wiki that you have locked: https://my.axerosolutions.com/spaces/5/communifire-documentation/wiki/view/2123/cases