Add events to an existing case

To keep track of actions taken in response to events, add one or more events to an existing case.

Task

  1. On the views pane, select Event Views from the list of views, then click Event Analysis.
  2. Select the events, then do one of the following:
    • Click the Assign Events to a Case or Remedy icon and select Add events to a case.
    • Click the Menu icon , highlight Actions, then click Add events to a case.
  3. Select the case and click Add.
    The Case Details page lists the event ID in the Messages table.
  4. Click OK, then click Close.
    Table 1: Option definitions
    Option Definition
    Summary A brief descriptive summary of the case. It appears in the Cases pane. Type a maximum of 255 characters.
    Case ID A unique, system-generated number given to the case once it has been added. This number can't be changed.
    Assignee

    The users or groups that case is assigned to. Lists all the users and user groups who have case management rights (see Set up user groups).

    Select the user or group on the list.

    take Click to reassign the case to yourself.
    Severity

    The severity of the case.

    1 through 20 = Green

    21 through 40 = Blue

    41 through 60 = Yellow

    61 through 80 = Brown

    81 through 100 = Red

    Select the severity level for this case.

    Organization

    (Optional) The organization the case is assigned to. You can add an organization by clicking Organization, then clicking Add.

    Status

    The status of the case. The case manager comes with two statuses: Open (default) and Closed. To add more statuses that cases can be assigned to, click Status, then click Add and enter the information requested.

    Created The date the case was created.
    Last Updated The last time the case was changed.
    Notes Records actions taken and changes made to a case and any notes that you add. The following actions and changes will be recorded in this section automatically after you add the case:
    • Case opened
    • Case closed
    • Changes to the summary
    • Case is reassigned
    • Severity is changed
    • Organization is changed
    • Events are changed

    The note includes the type of action taken or change made, the date and time, and the name of the user. In the case of a change, it also shows the old value and the new value, for example:

    ---- Severity Changed on 04-22-2009 at 09:39
    old: Low
    new: High

    History Lists the users who have accessed the case.
    Message table Lists the events that are associated with the case. To view the details of an event, click the event on the table, then click Show Details.
    E-mail Case Allows you to email the case to the address you specify.