While every Case Type can be configured to display case-specific information, the layout of the case detail page usually remains similar to other request types.
For new installations of ServiceJourney, there is a standard Case Detail Page for Complaints, Enquiries, and Requests. The information displayed in each section of a standard case page depends on the individual case type.
Standard Case Detail Page
This is the topmost section of the Case detail page.
|Case Type||The Case Type. By default could be EMAIL, COMPLAINT, ENQUIRY, or REQUEST.|
|Case ID||The auto-generated unique ID name of the Case.|
Right under the header title is the header toolbar that contains the major actions to do on the Case. By default it contains:
|Assign To button||Button to assign or re-assign a Case to another user, team, or workbasket|
|Milestone Routing buttons||Buttons to route the case to the next Case's milestone. These buttons will vary by Case Type.|
This section contains basic information about the Case.
|Case Type||The Case Type. By default could be Email, Complaints, Enquiries, or Requests.|
|Milestone||Actual milestone state of the case. This varies by Case Type.|
|Priority||Priority of the case.|
|Case Owner||Owner of the case (assigned to). This could be a Case Worker, Team, or Business Role.|
|SLA Goal||Indicates the time remaining before the SLA Goal date (in green) or the time passed after the SLA Goal date (in red)|
|SLA Deadline||Indicates the time remaining before the SLA Deadline date (in green) or the time passed after the SLA Deadline date (in red)|
|Resolution||Shows the Resolution name for a close case. This varies by Cases Type.|
|Created||Date when the case was created and who created it. For Email case types the default user is System User.|
The central tabs contain detailed information about the Case.
|Case Info||Show the initial information entered when the case was originally created. It uses the assigned Detail Page.|
|Emails (99/99)||List of all the emails interactions. Ability to reply, forward, attach to an existing case, or detach from the case.|
|Documents (99)||List of all the documents associated with the case. Ability to upload, remove, and view the document.|
|History||Provides an audit log of events that have happened on the Case.|
|Related Cases (99)||Show any existing links to another case. For the case types Complaints, Enquiries, or Requests by default are related to the Email case that creates the case.|
|Work Activity (99 hours)||Case Workers log time spent against certain activities for each type of case.|
|Discussions (99)||Enables various participants in the Case (caseworkers) to create a Discussion thread where an open conversation is captured and responded to by other users.|
By default, this section shows:
|People (99)||List of Case Parties associated with the Case. By default Requester.|
|Notes (99)||List of the Notes posted on this Case.|