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Handle a created Case

Written by B3Networks Academy

Updated at May 29th, 2023

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Table of Contents

Edit and Update Comment Create related cases Copy Link Close Case Share Case Watch Note: Activity View

You can do the following actions for a create case:

  • Edit and Update
  • Comment
  • Create related cases
  • Copy link
  • Close case
  • Share case
  • Watch
  • Activity View

Edit and Update

To edit a created case:

  1. Click on the Pencil icon at the section that you want to edit. 
  2. Choose:
    • Save changes to update
    • Cancel to discard

Comment

To comment on a created case:

  1. Go to the Comment section, type in your details
  2. Choose Comment
  3. Other options: Edit or Delete the Comment

Create related cases

If your case is related to others, you can link it together:

  1. At the top right corner, click the + icon to add related cases
  2. Search the ticket by Number or Name

Copy Link

At the top right corner, click on the Chain icon to copy the case link.

Close Case

Once your case is solved, you can close it by clicking the Close case button.
If you want to open the case again, click on Reopen case button.

Share Case

If you want to share a specific case to B3, you can use this feature.

  1. Click on the Share icon
  2. Confirm to share the case

Watch

If you want to follow up on a specific case, you can click on the Eye icon and then choose to Start watching.

Otherwise, you can Stop watching that case.

Note:

This option is only available for Internal Cases and External Cases.

 

Activity View

You can check the activities on the created case:

  • Show all activity
  • Show comments only
  • Show history only
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