Work Items
The Work Items menu contains the following reports:
Open Cases
Open Issues
Pending Actions (Case)
Queue Details
Additional Report Favorites may be listed. For more information, see Favorites Displayed as Work Items.
Each report banner has a Refresh button for you to click and view the latest report information.
Open Cases
The Open Cases view displays all of the cases with a status of "Open" for which you are designated as the responsible representative.
If you want to view a personalized Case view, create a report Favorite and select the Add to Workbench Navigator check box when creating the favorite. For more information, see Favorites Overview and Favorites Displayed as Work Items.
To access the Open Cases view:
In the Application function bar, select Work Items > Open Cases.
The columns that are displayed vary depending on your configuration. You can expect to see at least the following information:
Column | Description |
|---|---|
Origin | Indicates the method which the customer used to contact the company. |
Case | The ID number assigned to the case. |
Action | This column displays a check mark if there are pending actions on the case. |
Issue | The number of issues associated with the case. |
Company | The company ID to which the case belongs. This may only be included if you are in a multiple-company environment. |
Received | Date on which the case was opened. |
Product | Indicates the product associated with the case. |
Name | The name of the main contact for the case. |
Responsible Rep | Indicates the agent responsible for handling the case. |
Age | The number of days that the case has been open. |
To open a case:
In the row of the case you want to open, click the Open Case.
Open Issues
The Open Issues view displays all of the issues with a status of "Open" for which you are designated as the responsible representative.
To access the Open Issues view:
In the Application function bar, select Work Items > Open Issues.
The list may include multiple issues for a single case. The columns that are displayed vary depending on your configuration. You can expect to see at least the following information:
Column | Description |
|---|---|
Company | The company ID to which the case belongs. This may only be included if you are in a multiple-company environment. |
Case | The ID number assigned to the case. |
Issue | The issue sequence number on the case. |
Action | The check box displays a check if there are pending actions on the issue. |
Reason | A description of the issue. |
Product | Indicates the product that is associated with the issue. |
Assigned to Rep | Indicates the agent this issue has been assigned to. |
To open the issue:
In the row of the issue you want to open, click the Open Issue button .
Pending Actions (Case)
The Pending Actions view displays all actions on all cases that are currently due and waiting for you to complete them. The case remains open after the action is posted to allow you to perform any remaining work.
The Pending Actions page can be accessed from the Home Page, under Work Items. It displays a list of actions that haven't been completed, as well as the details of these actions. See the table below for a description of each column.
Pending Actions Table Columns
Column | Description |
|---|---|
Company | Displays your company code. |
Case | Displays the case ID for the action. |
Issue | Shows which issue the action relates to within that specific case. |
Action | Indicates the sequence in which the action was performed. |
Priority | Based on the pending action, this field indicates how urgent it is that the action be resolved. |
Response Due | Indicates the date and time the assigned representative is expected to complete the second part of the action pair. |
Action Type Code | Shows the type of action based on the action code. |
Referred to Rep | Indicates the individual or queue the action is assigned to. |
Choose from the following options to complete actions in the list.
Complete Action from Post Action Window
Click the Issue button next to the action you want to open. The Post Action window displays.
In the Action Notes box, enter any comments or details you want to include on this action.
Click Post Action.
Complete Action Button
In the Action section of the Case window, select the check box next to the action you want to complete.
Click the Complete Action button.
In the text fields, type any details you want to include on this action.
Click Post Action. The case is refreshed and displays the posted action.
Opening the Case
If the Check for Pending Actions on Case Open or Close check boxes are selected on the Case Configuration, then a message displays asking if you want to complete the pending action. Click Complete.
In the text fields, type any details you want to include on this action.
Click Post Action.
Queue Details
The Queue Details view shows all of the cases in your queues. You can select a specific queue name or company name to view information about the cases in that queue or company. Queue Details works the same way as picking a case from the Case Queues widget. For details about Case Queues widget, see Home Page Widgets Administration.
To access the Queue Details view:
In the Application function bar, select Work Items > Queue Details.
The columns that are displayed vary depending on your configuration. You can expect to see at least the following information:
Column | Description |
|---|---|
Company | The company ID to which the case belongs. This may only be included if you are in a multiple-company environment. |
Case | The ID number assigned to the case. |
Received | The date and time the case was received. |
Age | The number of days the item has been in the queue. |
Issue | The issue sequence number on the case. |
Product | Indicates the product that is associated with the issue. |
Origin | Indicates the case origin. |
Responsible Rep | Indicates the agent who is responsible for this issue. |
To select a specific Queue or Company:
On the banner, you will find the Queue and Company menus.
Select the arrow in the first box view your list of Queues. Then, select the queue name for the cases you want to view.
If you have a multi-company environment, select the arrow in the second box to view your list of companies. Then, select the company for the cases you want to view.
The default for each list is <ALL>. This allows you to view all cases in all queues for all companies in which you have access.
To select a case from the Queue Details:
Click the Folder button on case you want to open. A confirmation message will display which asks if you want to pick the case.
Click Pick. The case is transferred to you and you can begin working on the case.
to Administrators: Before adding fields to the QueueDetailsH layout in the Layout Editor, you must set the Entity Name field to "Case". You can only add fields that belong to the Case section (B codes), Issue section (C codes), and Case Text section. For more information about layouts, see Editing a Layout.