Case Actions

Actions allow users to move cases through the workflow, including analysis, providing evidence, and making recommendations. Administrators create and define case actions, map the action to statuses and then create the workflow using PMF.

During action definition, Administrators make decisions like whether the case action requires a comment, a reassignment, or a due date. You can allow multiple actions to be taken simultaneously by setting the Action Order, dictate whether the action will update the case status, and so on. After defining the actions, you must map them to a status, case type, and user role. For more information, see Mapping of Actions.

You can create and define actions in the following categories:

·        Email

·        Evidence

·        Assign

·        Escalate

·        Resolution

·        Research & Review

·        Monitor

·        Export

·        Print

·        Reopen

·        Due Date

Add a New Case Action

ATTENTION:   

Adding new case actions is not supported in this release.

 

To add a new Case Action, follow these steps:

1.     Navigate to the Case Actions/Statuses page.

2.     Select the Case Actions tab.

3.     Click Add Add Icon. The Add New Action window is displayed.

4.     Enter one or multiple parameters as described in the following table. Mandatory fields are marked with an Asterisk *.

Table: Fields to Add a New Action and their Descriptions

Field

Description

Action Category*

Select the Category within which this action is displayed on the Take Action window. This cannot be edited after the action has been added.

For example, the Send Email action is in the Email category. Action categories allow you to segment actions into logical groups for easy reading on the UI. This does not affect the action in any way.

Action Code *

Enter a new action code. This is the unique code of the action that identifies the action. For example, CA123. This code is not displayed on the UI.

This cannot be edited after the action has been added.

Action Name *

Action name that is displayed on the UI,  except for the Audit History window.

Action Name on Audit History *

Action name that is displayed on the Audit History window.

Action Order

The order used to display status and non-status changing actions on the Take Action window of Case Investigation when multiple actions are taken together. A lower number indicates higher precedence on the Take Action window. This ordering can also include the Action Category.

For example, if the Resolution action category has three different actions, then the action with the lowest order number is displayed first on the Take Action window. This allows multiple actions with different resulting statuses to be taken at the same time and enforces that the action with the highest action order will be the one to affect the resulting status.

For example, an action with resulting status Print has action order 10. It is taken at the same time as an action with resulting status Closed that has action order 20. Both actions will be applied and visible in the Audit. The resulting status will be Closed.

NOTE: The action order of client-created actions should be lower than the action order of system-initiated actions for Reassignment (CA202A) and Ownership Change (CA103S).

Default Due Date

Enter the number of days after this action is taken that the case will become due. The due date will be assigned to the case as the System Date + Number of days defined here.

Status Changing Action *

Select whether this action should change the case status. This is mandatory for Investigation Hub processing.  It is recommended that the resulting status defined here is the same that is defined in PMF.

Action Description*

Enter comments when adding this action. This must be provided for auditing purposes.

 

5.     Click Save. A confirmation message is displayed: Saved Successfully.

Edit Case Action

To edit an existing Case Action, follow these steps:

1.     Navigate to the Case Actions/Statuses page.

2.     Select the Case Actions tab.

3.     Select the Action Code and click Edit Edit Icon. The Edit Action window is displayed.

4.     Edit the Case Action details as required. You cannot edit the Action Code or Category. For more information, see the previous Table. Mandatory fields are marked with an Asterisk *.

5.     Click Save. A confirmation message is displayed: Saved Successfully.