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
On the top right, navigate to → ServiceJourney
On the left, navigate to → Case Management → Case Inbox
A standard Case Inbox page looks like the screenshot below:
Anatomy of the Case Inbox
Case Inbox Panel
Item
Description
Home
Assigned to me
Show 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
Agents
Show the list of all the active cases assigned to the Agents business role if this user is a member of it
Front Office Users
Show the list of all the active cases assigned to the Front Office Users team if this user is a member of it
Back Office Users
Show the list of all the active cases assigned to the Back Office Users team if this user is a member of it
Spanish
Show 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.
Field
Description
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 ID
The string of the Case ID
Summary
Summary of the case
Goal
Shows the actual remaining time before (green) or after (red) the Goal SLA date
Deadline
Shows the actual remaining time before (green) or after (red) the Deadline SLA date
Case Owner
Full name of the case owner (assigned to)
Priority (P)
Icons indicating the actual priority of the case
Milestone
Shows the actual milestone state of the case (it varies by the case type)
State
Shows the actual state of the case (it varies by the case type)
