Edit or view case details on the Workplace Agent for mobile app

Update a workplace case at any time on the go. The application provides you with all the edit-related options to make relevant changes whenever you want to edit.

Before you begin

Verify that you have installed the required plugins.

Role required: sn_wsd_case.workplace_agent

About this task

The application enables you to edit any type of workplace case such as a regular workplace case, maintenance case, move case, space configuration case, and reservation case.

For information about all the details, related lists and actions that are available on a case details page, refer to Workplace Agent for mobile - Key features, actions, and case details.

Procedure

1. Log in to Agent Workplace Service for Mobile application.
   The launch screen opens with your Work view.
2. On the Work view page, go to any one of the following sections to open the case that you want to edit:
   • My work overview
   • My work
   • Group work
   • Unassigned work
3. Select the case that you want to edit.
   The case details page of the selected case opens separately.
4. To edit the fields of the case, do the following:
   1. Select Edit to edit the case.
      The Edit case form opens with the existing fields.
   2. On the form, change the fields that you want to edit.
      You can edit fields based on the type of case you’re handling.
   3. Select Submit.
      The case is edited.
5. To add a comment, do the following:
   1. Select Comment.
      You can also select the icon on the top-right of the header and select Add comment.
   2. On the Add Comment page, enter your notes and comments in the Work notes and Additional comments (Customer visible) fields respectively.
   3. Select Post.
      The comment is posted on the case.
6. To perform other actions, select the icon on the top right of the header and do the following:
   1. To attach a knowledge base article, select Attach Knowledge.
      1. On the Attach knowledge page, search for the article that you want to attach and select it.
      2. Select Submit.
      The knowledge base article is attached to the case.
   2. To create a child task, select Create task.
      1. On the Create a task form, enter the details. For more information, refer to Create a child task.
      2. Select Submit.
      The child task is created for the case.
   3. To update the checklist of the case, select Update checklist.
      On the Checklist page, select the checklist items that you want to add. On the page, the selected checklist items are marked as completed.
   4. To update the current state of the case, select Update state.
      1. On the Update state form, select the state to which you want to update the case.
      2. Select Submit.
      The state is updated.
   5. To view, add, or edit the attachments, select View attachments.
      1. On the Attachment page, view the list of attachments.
      2. To edit an attachment, select the icon.
      3. To delete an attachment, select the icon.
      4. To preview an image, select the image directly.
7. To save the case for quick reference, select the icon.
   The case is saved. You can select the Saved tab at the bottom of the screen to view the case.

Related tasks

• Manage workplace cases and tasks
• Assign an unassigned case or task
• Print workplace cases
• Print workplace tasks
• Create a child task
• Create a workplace case on behalf of an employee through Workplace Agent for mobile
• Edit or view a child task
• Offline mode