6. Case Management Best Practices

This section assumes, that a 2-Level model as described in Understanding Users, Roles, Rights and Case Status is used.

The following actions will be explained:

• Opening a case

• Handing a case over to the next level

• Closing a case

• Reviewing the rules that add future logs to this case (Grouping Criteria)

Contents

• 6.1. Open a Case for Editing
• 6.2. Case Dispatching
• 6.3. Closing a Case
• 6.4. Generate and Review auto_case_ids
  • 6.4.1. Limitations
• 6.5. More Information about Cases
• 6.6. Bulk Edit / Bulk Delete