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