Opening saved cases
Depending on your implementation, you may have access to the My Cases page area on the Microsite tab. (A different name for the page area is possible.) This page area displays a list of cases that you have submitted to support (for example, through the Escalate function within Knova Self-Service or by calling them). For more information about the Escalate function, Viewing a document.
You can use the list to monitor the cases and follow up, if necessary. For example, you can view the solution documents that an agent linked to the case, or you can add new details to explain the case, such as new notes or attachments. You may also be able to change the status and priority of the case.
The following table describes the actions you can perform on the list of cases. Case details available to you are limited by the page area's configuration.
| Action | Description |
|---|---|
| Change Columns | Allows you to change the columns displayed. This action is available from the full–screen view of the case list. |
| Refresh Case List | Retrieves the latest case information. |
| View Case List Full Screen | Opens the case list in a separate window. |
| Close | Provides the ability to close the full–screen view of the case list. |
| Filter | Allows you to filter the case list by specific criteria. Filters are provided in the full–screen view of the case list and for some columns. |
| Next / Prev. | Provides the ability to view the next or previous group of cases listed per page. |
| Sort | Allows you to sort the list by a specific column's value by clicking a column name. |
| View Case Details | Allows you to view additional details by clicking the Case ID or Case Title. The details screen has the following tabs:
|