View case details

Take action on any case.

Before you begin

Verify that you have administrator rights or belong to an access group with case management permission.

Task

  1. On the dashboard, click and select Investigation Panel.
    A summary of open cases appears on the left side of the dashboard.
  2. Use the drop-down arrow to expand the case you want to view and click View Case Management.
    The Case Management view opens, listing all cases on the system.
  3. Review the data on the Notes and Source Events tabs.
  4. For further details, double-click the case, then review the information about the Case Details page.

Results

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.