4 Case Actions
Case 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 Case Actions.
You can create and define actions in the following categories:
- Evidence
- Assign
- Escalate
- Resolution
- Research & Review
- Monitor
- Export
- Reopen
- Due Date