Quick Guides

Updating a Case

When you have ownership of the case you can change (update) the case’s Working Area, Category, Subcategory, Expiration Dates at any time. If you change any of this values you will need to click the Update action Button to register the change in the case.

Note: If the case expiration date or the delegation expiration date are met you will have to update these values before you can refer, delegate, place on hold and/or finalize a case.

Case Expiration:

When a case expiration date is met all case actions will be disable only leaving te option to Update or Resolve the case. At this point you will need to provide a new Expiration Date and Update the case.

Once you change the Expiration date and click Update, all case actions are enabled once again.

Accepted Delegation Expired:

If the expiration date is met after the case was accepted by the user you will receive a notification indicating that the delegation expired and you need to determine further actions on that case. At this point you will need to provide a new Expiration Date and Update the case or Adopt the case.

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