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System Actions for a Case

For any case in Cora OpsManager, some pre-defined system actions exist for cases.

Explained below are the system actions available for a case.

New Request

Click “New Request” on case to open a pop up window, and enter the following:

Field

Description

To Group

Team to whom the request is sent. This appears by default. You can switch this field to 'To User' by clicking on the 'To User' link appearing next to the field.

To UserUser to whom the request is sent. You can switch to 'To Group' field by clicking the 'To Group' link appearing next to the field.

Subject

Subject of the request.

Reason

Reasons defined for the specific status, and the action request.

Choose Attachments

Attachments to the request, if any.

Body

Details of the request.

After clicking on “Send Request” the system will generate a request task to the selected team, and the status of the case will change to “Internal Request”. This task is displayed under the My Tasks on Flowtime.

NOTE: 
New request button may be hidden in your Operation.

New Comment

Click “New Comment” on case to open a window with rich text editor to add comments. These comments appear in the Conversations tab.

New Email

Click “New Email” on a case to open a window, and enter the following:

Field

Description

To

Mail ID of the main recipient of the mail.

Based on the alphabets entered, the system suggests the mail ID from the address book. You may also add new mail Ids to the address book from this field, if required.

CCMail ID of the recipient to whom the mail is to be copied.
This field is hidden by default.
BCCMail ID of the recipient(s) to whom the mail is to be blindly copied.
This field is hidden by default.
TemplateTemplate to be chosen for the new email. Selection of template will auto populate the subject (in new email) and body section.
SubjectSubject of the email. Based on the chosen template, the subject is auto populated but, you may edit, if required.

Reason

Reason for which the mail is being sent. Select a reason from the existing list.

SignatureSignature chosen for the new email. By default, the signature set as default for the user appears in the email body.

Choose Attachment

Attachments to the mail, if any.

High ImportanceTo mark the email as important. Visible only for emails sent to Outlook account.
Reminder RequiredTo send a reminder for the email.

Body

Mail body, the content of the mail.

After the mail is sent, the case status changes to Awaiting Response. If the new email is received for a case with status Ready for Processing, or Awaiting Response, or Awaiting Approval, the case status will change to Response Received.