Working a case

Raise a case

Select Cases > New. Give it a title, the customer (an organisation or a person), a contact, the case type (Question, Incident, Problem or Service Request), a category, and its Impact and Urgency. Save. The case gets:

a case number (CS-000123);
a priority from impact and urgency (the ITIL priority matrix, in Priority Rules);
a queue from its category, and an owner if the queue gives cases out;
First Response Due and Resolve By, counted in business hours.

The process bar

The bar at the top follows the case's status, and moving it on moves the status where that is plain:

Incidents and questions: Log and Classify, Investigate, Resolve, Close.
Service requests: Log and Classify, Approve, Fulfil, Close.
Problems: Log and Classify, Diagnose, Resolve, Close.

Moving on to the second stage starts the work (Status In Progress). Moving on to Close closes a resolved case. The form switches to the right process when you change the case type.

Statuses

New: logged, not started.
In Progress: being worked.
On Hold: waiting, with a Hold Reason (for example Awaiting Customer). The resolution clock pauses and the due time moves on by the time spent waiting.
Resolved: fixed. Closed automatically after the days set in Service Settings (7 to begin with), unless the customer replies first.
Closed and Cancelled: finished and read-only.

Resolve or cancel

Select Resolve Case, choose a resolution type and write the resolution. To withdraw a case raised in error, select Cancel Case and give a reason. The Status history on the case lists every change, with how long it spent in each status.

Reply with a canned response