Managing cases Use the ESM case manager to assign and track work items and support tickets associated with network events. To access this feature, you must be part of a group that has the Case Management User privilege enabled. There are five ways to add a case: On the Case Management view On the Cases pane, without linking to an event On the Event Analysis view, linking it to an event When you set up an alarm On a triggered alarm notification Add a case Your first step in tracking a task generated as the result of a network event is to add a case to the case management system. Create a case from an event To track an event on the Event Analysis view, create a case. This enables workflow tracking. Add events to an existing caseAdd one or more events to an existing case to keep track of actions taken in response to those events. Edit or close a case If you have Case Management Administrator privileges, you can modify any case on the system. If you have Case Management User privileges, you can modify only cases that are assigned to you. View case details If you have Administrator rights on the ESM you can view and take action on any case on the ESM. All the users in a group can view any case in their group. Add case status levels The case manager comes with two status levels: Open and Closed. You can add other statuses that cases can be assigned to. Email cases Set the system to automatically send an email message to the person or group a case is assigned to, every time a case is added or reassigned. View all cases If you have Administrative privileges on the ESM, you can manage all cases on the system, whether they are currently open or closed. Generate case management reports There are six case management reports available on the ESM.