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Case Inbox

The case inbox shows users all cases assigned either to them personally or to a shared workbasket they are a member of, such as a Team, Skill, or Business Role.


Steps

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to 
     → Case Management → Case Inbox
  3. A standard Case Inbox page looks like the screenshot below:

Anatomy of the Case Inbox

Case Inbox Panel

ItemDescription
Home
Assigned to meShow the list of all the active cases assigned to the user
All (work baskets)Show the list of all the active cases assigned to the user and the Teams, Skills, or Business Roles that this user is a member of

Shared Work Baskets (the list below could vary, except for All Shared)

All Shared (work baskets)Show the list of all the active cases assigned to a Teams, Skills, or Business Roles that this user is a member of
AgentsShow the list of all the active cases assigned to the Agents business role if this user is a member of it
Front Office UsersShow the list of all the active cases assigned to the Front Office Users team if this user is a member of it
Back Office UsersShow the list of all the active cases assigned to the Back Office Users team if this user is a member of it
SpanishShow the list of all the active cases assigned to the Spanish skill if this user is a member of it

Available Search Fields

The search panel helps you find the exact case(s) you could look for by matching all the criteria you input.

FieldDescription
Actions

Button for Assign To Me (auto-assign) the case(s)

Button to Assign the case. It opens a pop-up window to select the Caseworker, Team, Skill, or Business Role to assign the case(s) to.

Case Type

Icons indicating the case type:

Case IDThe string of the Case ID
SummarySummary of the case
GoalShows the actual remaining time before (green) or after (red) the Goal SLA date
DeadlineShows the actual remaining time before (green) or after (red) the Deadline SLA date
Case OwnerFull name of the case owner (assigned to)
Priority (P)

Icons indicating the actual priority of the case

MilestoneShows the actual milestone state of the case (it varies by the case type)
StateShows the actual state of the case (it varies by the case type)

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