Work on a workplace case using Case management

  • Release version: Australia
  • Updated July 31, 2025
  • 6 minutes to read

    • Update, edit, or resolve a workplace case at any time from a single workspace using the Workplace Central Case management workspace.

    Before you begin

    Role required: sn_wsd_case.manager

    About this task

    The Case Management dashboard enables you to work on a case at any time. You can perform any action on a case such as update, edit, and even resolve a case when you're done. To save time spent on filtering cases, the workspace, by default, displays the cases under various categories in the Overview section.

    • Update the case details.
    • Change the state of the case.
    • Add comments or work notes.
    • View or attach knowledge articles.
    • Mark the checklist or add new checklist items.
    • View the details of the employee who requested the case and mail them directly if necessary.
    • View the workplace location on the floor map. For move cases, view the From location and To location on the map.
    • Create child cases and child tasks if needed. For more information, see Create a child case and a child task.

    For more information about the features and actions that you can perform in the workspace, see Case Management - Key features, Actions & Case details.

    Procedure

    1. Navigate to All > Workplace Central > Workplace Central.
      You can also open Workplace Central from the Employee Center directly. Navigate to Workspaces > Workplace Central.
      The Workplace Analytics dashboard opens.
    2. On the pane, select the Case Management icon .
      The Case Management dashboard opens.
    3. To open a case, do any of the following:
      • Go to the Overview section.

        Select the relevant tile to open the list of cases.

      • Go to the All active cases section.
    4. Select the case that you want to open.
      The list view displays the cases as WCASEXXXX for normal workplace cases, WMCXXXX for maintenance cases, and WMOVEXXXX for move cases.
      The case details are displayed in a new tab. For more information about the view, the actions that you can perform and additional features, see the Case details page section in the Case Management - Key features, Actions & Case details topic.
    5. Optional: Summarize the case using Now Assist for WSD.
      For more information about summarizing a workplace case, see Summarize a workplace case using Now Assist for WSD.
    6. Make your changes.
      ActionProcedure
      Edit the case form fields In the Details tab, do the following:
      1. Edit the field based on your requirement.

        You can edit details like the Workplace service using the case that was requested, the Workplace location, Assignment group, or Items at the location.

        • For move cases, you can edit details like the From location, To location, and Reason.
        • For maintenance cases, you can edit details like the Product model and Enterprise asset.
      2. Select Save to update the case.
      Add a comment or work notes In the Details tab, do the following:
      1. Go to the Compose & Activity panel.
      2. To add a comment, select the Comments tab and add your comment.
      3. To add private notes, select Work notes (Private) and add your notes.
      4. Select Post comments.
      5. Select Save to update the changes.
      View the activities performed on the case In the Details tab, go to the Activity panel.
      View the Requested for employee details or send an email to the employee Select the At a glance icon on the side panel.
      Note:
      The employee details are displayed by default when you open the case. However, the employee details are subject to availability in the system database. If the details aren’t available, the details of the admin or the case manager are displayed.

      If no employee is specified in the Requested for field, the employee details aren’t displayed.

      • In the Employee details panel, review the details.
      • To send an email, select the email address directly and do the following:
        1. In the New Email Draft page, compose your email and modify the subject if necessary.
        2. To attach a file, select Attach file.
        3. To send the email, select Send email.

        You can also view draft emails using the View drafts option.
      View knowledge base articles related to the case Select the Knowledge Articles icon on the side panel.
      • In the Knowledge Articles panel, search for an article.
      • To view the article on a separate page, on the article, select Full view.
      • To flag the article, select Flag.
      • To mark the article as useful, select Helpful.
      View or upload attachments to the case Select the Attachment icon .
      • In the Attachments panel, view the attachments.
      • To upload a file, select Select.
      View the template of the case or add a template Select the Template icon .
      • In the Templates panel, view the templates in the All tab.
      • To add a template, select the Create template icon .
      • To view templates added by you, select the My Templates tab.
      To create a template, see:
      View the workplace location specified in the case, view the From and To location of a move case, or view the asset location of a maintenance case Select the Location icon .
      • In the Locations panel, view the location details such as the location name, floor, building, campus, and region details.
      • To view the location on the map, scroll down to the Map section. On the map, you can do the following:
        • Drag the map.
        • Zoom in/out on the map.
      • For a move case, the Location panel displays the details of the From location and To location under the Move from and Move to tabs.
      • For a maintenance case, the Workplace location panel displays the location of the asset specified in the case. If an asset isn’t specified, then the workplace location selected in the case is specified.
      View the fulfillment instructions Select the fulfillment Instructions icon .

      To add fulfillment instructions, see Add Fulfillment instructions.
      View or add checklist items Select the Checklist icon .
      • Mark a checklist if it’s completed.
      • Edit a checklist if necessary.
      • Add a checklist item if necessary. If there are no checklist items, you can add them.
      View the child cases or add a child case Go to the Child Cases tab.
      1. View the child cases created with the case. Perform a refresh, edit columns, or apply a filter if necessary.
      2. To create a child case, select New. For more information, see Create a child case and a child task.
      View the child tasks or add a child task Go to the Child Tasks tab.
      • View the child tasks created with the case. Perform a refresh, edit columns, or apply filter if necessary.
      • To create a child case, select New, see Create a child case and a child task.
      View the details of approvers Go to the Approvers tab.
      View the case SLAs and add an SLA Go to the Case SLAs tab.
      • View the SLA details associated with the case.
      • Select New to add an SLA.

      To create the SLA definition, see Create an SLA Definition.
      View the attached knowledge base articles Go to the Attached Knowledge tab. View or add articles.
      View the knowledge base articles viewed by the user Go to the KB Articles Read by User tab. View or add articles.
      View the related cases Go to the Related cases tab. View the cases or add a case if necessary. For more information, see Create a child case and a child task.
      For a maintenance case, view the associated workplace cases Go to the Workplace Cases tab. View the cases or add a case if necessary. For more information, see Create a child case and a child task.
      View the workplace service items requested with the case Go to the Requested Service Items tab. View the service items, their status, their associated workplace tasks, and whether the items are discarded by the requester.
    7. After making changes, select Save.

    Result

    The workplace case is updated or modified based on your changes. To cancel or delete the case, see Cancel or delete a case.