1. Select "Cases" on the left navigation bar.
2. If your cases are assigned for you, select 'My Active Cases'.
3. Otherwise, select a hyperlinked Case Title to begin working a case.
4. Assign the case to yourself by selecting the Assign button in the top navigation bar.
5. In the pop-up box, select "Me" as the user to assign to and then select "Assign."
6. Review the information presented in the case summary. Ensure all the required information (marked by *) has been inputted and updated. Some information will be automatically populated based on the origin of the case.
Required fields: Case Type, Case Title, Business Unit_Global, Customer, Contact, Product, and Order Number
The message from the customer will either appear in the Inbound Message field or in the Timeline field.
7. The customer will default to a generic account called Default Case Customer. If you are able to determine from the case input, change the customer field to the correct customer record.
8. To reply to the case via email, select the + button from the timeline section and then email.
9. A new email template will be created from your user email to the contact on the case. The default email signature should populate as well.
9.1. Change the "From" email to the correct Queue for the case type (ESL, HOL, Science First, etc)
9.2. If applicable, select Insert Template to insert an email template.
9.2.1. Change the Field Name from To to Regarding and then click Select
9.2.2. Browse the template options to select the most applicable email for your case type.
9.3. If there is no applicable template, input a Subject of "Response to: [Case ID]" and an email response and then select Send.
Paste in the Case ID from step 9. If you would like to attach any documents to the response, see these instructions.
10. If there are any pending action steps, mark the Status as Waiting for Details or Researching.
11. You will be redirected back to the case. If the email sent and any action taken outside the system appropriately resolved the case, select the Resolve Case button in the top navigation bar.
11.1. In the Resolve case pop-up, enter a brief description of the resolution action, i.e Processed RMA, and select Resolve.
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