You can set up your case types to create To Do entries to notify users when cases exist that require their attention. Users can complete many of these To Do entries without assistance. However, you can set up the system to automatically launch a script when a user selects a To Do entry. For example, consider a To Do entry that highlights a high-bill complaint that requires investigation. You can set up the system to execute a specific script when a user selects this type of To Do entry. This script might guide the user through the investigation process. Refer to
Executing A Script When A To Do Entry Is Selected for more information.