Page Comparison

1

Create a new incident case   

To create a new incident case

End User

Create an incident case
Raise incident

2

View a case   

To view an existing case

End User

View a case  
Show my case

3

View list of cases

To view the list of cases

End User

View list of Cases
Show cases list

4

View inprocess cases

To view a list of cases with status In Progress

End User

View In Process cases
Inprocess cases

5

View open cases

To view a list of cases with Open status

End User

View open cases
Show my open cases

6

View solved cases

To view a list of cases with Resolved status

End User

View resolved cases
Resolved cases list

7

View closed cases

To view a list of cases with Closed status

End User

View closed cases
Show closed cases

8

Update a case

To update a Case

End User

update case
update incident case

9

Update status of a case

To update the status of a Case

End User

Update status of a case
update status
update case status

10

Update priority of a case

To update the priority of a Case

End User

Update priority of a case
update priority,
update case priority

11

Update description of a case

To update the description of a case

End User

Update description of a case
update description
update case description

12

Assign case to a responsible

To assign the case to a Support Agent

End User

Assign a case to an individual
Assign a case to a responsible
assign a case to a group

13

Create a new problem case

To create a new problem case

End User

Create a new problem case
Create a problem case
Create a Problem

14

Create a new known error case

To create a new known error case

End User

Create a new known error case
Known error case creation
Create Known error case

15

Create a new RFC case

To create a new RFC case

End User

Create a new RFC case
Create RFC

16

Create a new knowledge case

To create a new knowledge case

End User

Create a new knowledge case
Knowledge case creation
Create Knowledge Case

17

Create a new event case

To create a new event case

End User

Create a new event case
Raise new event
Create Event

18

Create a new service request case

To create a new service request case

End User

Create a new service request case
Raise service request
Create Service Request

19

Create a new maintenance case

To create a new maintenance case

End User

Create a new maintenance case
Maintenance case
Create Maintenance case

20

Create a new master incident case

To create a new master incident case

End User

Create a new master incident case
Raise Master incident case
Create Master incident case

21

Create a new work order case

To create a new work order case

End User

Create a new work order case
New work order
Create New work order

22

Create a new sales case

To create a new sales case

End User

Create a new sales case
Raise new sales case
Create new sales case

23

Create a new FAQ case

To create a new FAQ case

End User

Create a new FAQ case
Create FAQ case

24

Create a new HR case

To create a new HR case

End User

Create a new HR case
Create HR case

25

Create a new HRP case        

To create a new HRP case        

End User

Create a new HRP case  
Create HRP case      

26

Show unassigned cases

To show unassigned cases

End User

Show unassigned cases
List unassigned cases

27

Cases awaiting customer

To see cases awaiting customer response

End User

Cases awaiting customer response
Pending customer response
Show awaiting customer response
List awaiting customer response

28

Cases awaiting Approval

To see cases awaiting Approvals

End User

cases which need approval

cases awaiting approval

29

Search Knowledge

To search for Knowledge articles

End User

Search Knowledge

Search Knowledge using keywords