Open Cases widget

Use the Open Cases widget to view and manage open cases. This widget provides a consolidated view of active cases, helping you monitor case status, review assignment information, and identify cases that require attention.

The Open Cases widget shows these details:

  • Case number
  • Employee ID
  • Employee or requester name
  • Topic
  • Assigned agent
  • SLA due date

To view all open cases in the Case Management application, click the More Actions button and select View All.

To open a case record, click the case number. For each case, you can also click the More Actions button to perform common case management tasks, such as assigning a case, viewing notes, viewing case history, and closing a case.

Search and filter cases in the Open Cases widget

The Open Cases widget provides search and filtering options to help you find relevant cases. You can search by case number, employee ID, employee or requester name, or assigned agent. You can also filter the list by topic or display only unassigned cases.

This list shows how to search and filter cases in the Open Cases widget:

  • Click All and select Unassigned in the drop-down menu to filter your view to see only unassigned cases.
  • In the Search field, you can specify case details, ID, name of the requestor and assignee to search for specific cases.
  • To filter topics:
    1. Click the Topic Filter button.
    2. Select one or more topics.
    3. Click Apply.