1. Using Investigation Hub Administration Tools
  2. Case Actions
  3. Add a New Case Action

4.1 Add a New Case Action

Note:

Adding new case action 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. The Add New Action window is displayed.
  4. Enter one or multiple parameters as described in the following table.

    Table 4-1 Add New Action - Field Description

    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.

    Note:

    The fields which are marked with asterisk * are mandatory.
  5. Click Save. A confirmation message is displayed: Saved Successfully.