Open and manage new cases

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Open and manage new cases

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Open a new case

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Open a new case to keep track of issues and share the details with colleagues.

  1. Go to CasesCreate new case.
  2. Give the case a name, severity, and description.

    In the Description area, you can use Markdown syntax to create formatted text.

  3. Optionally, add assignees and tags. You can add users only if they meet the necessary prerequisites.
  4. Under External incident management system, select a connector. If you’ve previously added one, that connector displays as the default selection. Otherwise, the default setting is No connector selected.
  5. After you’ve completed all of the required fields, click Create case.

Manage existing cases

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You can search existing cases and filter them by assignee, severity, status, and tags.

To view a case, click on its name. You can then:

  • Add a new comment.
  • Edit existing comments and the description.
  • Add or remove assignees.
  • Add a connector (if you did not select one while creating the case).
  • Send updates to external systems (if external connections are configured).
  • Edit tags.
  • Change the status.
  • Change the severity.
  • Refresh the case to retrieve the latest updates.
  • Close the case.
  • Reopen a closed case.