Accept Case
Explanation
This activity is used to accept the case or take ownership of a case. You can
accept a case which is status New or queued from the support queue. When you have accepted the case, the status will be set to Open. You
can take ownership of a case that has already been opened by another user.
Prerequisites
- To accept a case, the case must have been
entered and a user must have been set as an assignee.
- To simply take ownership of a case, the case must be accepted by another
assignee.
System Effects
- As a result of accepting the case, the case will be accepted from the support queue and
the case will be set to Open. The accepting user becomes the case owner and a journal
entry will be created.
- As a result of taking ownership of the case, the accepting user the case owner and a journal
entry will be created.
Window
Case
Related Window Descriptions
Case
Accept
Case
Procedure
Accept new case:
- Open the Work Items
window and search for cases in status New.
- Select a case, right click and click View Item(s)...
- Right-click in the header and click Accept. The Accept Case dialog box opens.
- In the Organization ID field enter the name of the organization
that should own the case. Click List to select a suitable value.
- In the Focus field, the default case focus is automatically
displayed when the case is created. You can change the focus of the case if
necessary. Click List to select a suitable value.
- In the Case Focus Date field, the date is automatically displayed
when the focus is displayed and the is case created. You can change the date
of the focus if necessary.
- In the Work Folder field, the default work folder is automatically
displayed when the case is created. You can change the work folder if
necessary. Click List to select a suitable value.
- In the Message field, enter comments for the case.
- Click OK.
Accept case from queue:
- Open the
Case window.
- Query for a suitable case, right-click in the header and then click Accept.
The Accept Case dialog box opens.
- In the Organization ID field enter the name of the organization
that should own the case. Click List to select a suitable value.
- In the Focus field, enter the focus for the case.
Click List to select a suitable value.
- In the Case Focus Date field, enter the focus date for the
case.
- In the Work Folder field, enter the suitable work folder for the
case. Click List to select a suitable value.
- In the Message field, enter comments for the case.
- Click OK.
Take ownership:
- Open the
Case window.
- Query for a suitable case, right-click in the header and then click Take Ownership.
The Take Ownership dialog box opens.
- In the Organization ID field enter the name of the organization
that should own the case. Click List to select a suitable value.
- In the Focus field, the default case focus is automatically
displayed when the case is created. You can change the focus of the case if
necessary. Click List to select a suitable value.
- In the Case Focus Date field, the date is automatically displayed
when the focus is displayed and the is case created. You can change the date
of the focus if necessary.
- In the Work Folder field, the default work folder is automatically
displayed when the case is created. You can change the work folder if
necessary. Click List to select a suitable value.
- In the Message field, enter comments for the case.
- Click OK.