Creating a non-employee case from the agent queue or the employee queue

You can create a new generic case to which you can later attach child cases. Non-employee cases are not associated with employees. After you create a non-employee case, you can add child cases to it.
  • In the Agent Queue, non-employee cases can be created from the My Cases report and the Unassigned Cases report.
  • In the Manager Queue, non-employee cases can be created from the Assigned Open Cases report and from the Unassigned Open Cases report.
  1. Select Queues > Agent Queue or Manager Queue.
  2. In the Agent Queue, select either My Cases or Unassigned Cases. In the Manager Queue, select either Assigned Open Cases or Unassigned Open Cases report.
  3. Select Ellipses > Create Non-Employee Case.
  4. Complete the case form and click Submit. See The case form and Case form fields.