Handle a created Case
- OSS/BSS Answers
- App Model - Organization Management
- App Model - Communication Apps Answers
- License Model - Organization Management
-
License Model - CPaaS Solution Answers
Phone System - Admin Guide Phone System - End-user Guide Mobile App Desktop App Web Phone Auto Attendant - Admin Guide Developer Hub - Admin Guide Microsoft Teams Operator Connect - Admin Guide Microsoft Teams Direct Routing - Admin Guide Contact Center - Supervisor Guide Contact Center - Agent Guide Omni-Channel SIP Trunk CPaaS - SIP Trunk CPaaS Fax Contact Dashboard Campaign File Explorer
- Integrations Answers
- Updated Regulations
- Ideas Portal
Table of Contents
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:
- Click on the Pencil icon at the section that you want to edit.
- Choose:
- Save changes to update
- Cancel to discard
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/10/20/ab8e394e-e03b-4c63-9206-8975150488bb/e5d76893-e614-4772-b784-32bfa8b9f27b.gif)
Comment
To comment on a created case:
- Go to the Comment section, type in your details
- Choose Comment
- Other options: Edit or Delete the Comment
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/10/20/eb4b0ff1-2792-4dd5-8ed6-40748b76e88a/a5c74115-b36b-4d4d-8caa-9840cec70490.gif)
Create related cases
If your case is related to others, you can link it together:
- At the top right corner, click the + icon to add related cases
- Search the ticket by Number or Name
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/10/20/63ee65e1-b793-4bcd-a837-3344c455a826/f120dd3b-1721-4fb5-807f-5b0fa1f643fa.gif)
Copy Link
At the top right corner, click on the Chain icon to copy the case link.
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/10/20/2f003326-bd44-4ff8-b50a-13d391811cb3/f2d0ce6a-b7b6-46a2-9fd0-fa7fd5f36348.gif)
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.
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/10/20/3d497df6-e490-4bd9-bbe9-48b2bc27899c/2e926c43-999b-4f80-bb9c-dddcc06f454d.gif)
Share Case
If you want to share a specific case to B3, you can use this feature.
- Click on the Share icon
- Confirm to share the case
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/10/20/e4df8b20-326a-4464-a951-0e35c0a95cfd/b7872039-34c6-4275-9599-809dd1fcfb01.gif)
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.
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/10/20/49cf1f5c-95a7-4ad7-9f68-bdbfa495c301/ed34911d-5a69-46b3-821f-27b56ceb52c0.gif)
Activity View
You can check the activities on the created case:
- Show all activity
- Show comments only
- Show history only
![](https://d2x3xhvgiqkx42.cloudfront.net/c94ab348-5fb1-4c1d-89b1-fa79e3e916d0/81ec6e6f-2b1b-45dc-9193-b23c4a10d966/2022/10/20/1fe61a52-65dc-48d2-9278-67a9ca3c78d4/54b33fe1-1836-4267-8f55-0b4431e390c8.gif)