Some of the actions you can take on a case vary, depending on the case's owner. However, you can take the following actions on all open cases, regardless of its owner:
Send Email: Send an email directly from Dovetail Mobile Agent. The email is logged as note to the case.
Call Contact: Call the contact directly from Dovetail Mobile Agent. After you're through with the call, you can log a phone note to the case.
Log Note: Log a note to the case history. Attachments can also be added while logging a note.
Add Attachment: Log a note and add an attachment to the case.
To work on a case you own
Open the case. You can open a case you own in two ways:
Select My Items from the Home screen or elsewhere, and select a case from the list.
Select Search from the Home screen or elsewhere, search for the case, and select it from the list.
From the Case Summary page of a case you own, you can perform the following actions:
Assign: Assign a case you own to someone else.
Dispatch: Dispatch a case you own to a work queue.
Change Status: Change the case's status and enter notes about the change.
Close Case: Close the case.
Edit Case: Change the title, case type, severity, or priority of the case.
Find Solution: Search for a solution to the case. From the Solution page, you can email the solution to the customer, and link the solution to the case.
Unlink Solution: If a case has a linked solution, you can Unlink it, thus breaking the relationship between the case and solution.
Create Subcase: You can create a new subcase, which can be routed and worked independently of the case itself.
Note: Only the most common actions will be available on the main Case Summary page. Less common actions will be available by clicking the More... link.
To work on a case someone else owns
Open the case. You can open a case someone else owns in two ways:
Select Your Workgroup's Recent Activity from the Home screen or elsewhere and select a case from the list.
Select Search from the Home screen or elsewhere, search for the case, and select it from the list.
From the Case Summary page of a case you don't own, you can perform the following action:
Yank: Take a case that has not been dispatched, or take a dispatched case from a work queue you do not belong to.
To work on a case dispatched to a queue
Open the case. You can:
Select a queue from the Home screen and select a case from the list.
Select Search from the Home screen or elsewhere, search for the case, and select it from the list.
From the Case Summary page of a case in a queue, you can perform the following action:
Accept: Accept a case if it has been dispatched to a queue that you are a member of.
To work on a closed case
You cannot do any work on a case that has been closed. If you wish to work on the case, you can:
Reopen Case: This will put the case into an Open condition, where it can then be worked.
