Manage workplace cases using Case management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Monitor the workplace cases requested in your organization at any time using the Workplace Central Case management workspace.

    Before you begin

    Role required: sn_wsd_case.manager

    About this task

    Check the number of active cases and the details of those cases using the dashboard. Know the total number of cases that are currently critical, breached SLAs, unassigned and awaiting approval.

    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 left pane, select the Case Management icon (Case Management icon.).
      The Case Management dashboard opens.
    3. To view the number of cases based on their status, go to the Overview section.
      1. Select any of the following tiles to view the list of cases:
        • All active cases
        • Open critical cases
        • SLAs breached
        • Unassigned cases
        • Cases awaiting approval
      2. In the list view of the cases, perform any of the following actions if necessary:
        • Refresh the list
        • Edit the columns of the list
        • Apply the filter on the list
        • Assign the case to a user
        • Export the cases to the desired format
        • Create a case
      3. To add your own list, refer to Create your own list to view case metrics.
    4. To view a list of all the active cases, check the All active cases section.
      1. Optional: From the list view, you can also assign one or more cases to another user using the Assign option.
        You can edit the columns of the list and also add filters if necessary.
      2. To view the case in detail, select the workplace case.
      3. To make changes to the workplace cases, refer to Work on a workplace case using Case management.