Inbox View

About Cases Inbox View

In the Cases Inbox view, the list of cases that match the filter criteria appears in a pane on the left of the page. You can select a case in the pane to access the details of the case in the Case Details page.

By default, the cases inbox view is refreshed only when you select . However, you can enable auto-refresh for the view to be automatically refreshed in specific intervals by selecting the time interval in the drop-down list box next to . Disabling auto-refresh prevents new cases from loading until you manually refresh the queue.

Toggle the Cases Grid View

About This Task

You can switch between the cases inbox and cases grid anytime when viewing the cases.

Procedure

  • To access the Cases inbox view:
    1. In the module navigation menu, select Cases.
      The currently filtered cases and information associated with the cases appear in a pane.
    2. Select .
  • To switch back to Cases grid view:
    1. Select .

Access Cases of an Asset in Cases Inbox

About This Task

In the cases inbox, you can select an asset such that you can view the cases related to the asset. You can select multiple assets and the cases associated with the selected assets appear in the cases inbox.

Procedure

  1. In the module navigation menu, select Cases.
  2. Select , and then select the case filter set.
  3. Select .
    The Asset Hierarchy pane appears, containing the list of assets in a parent child structure.
    Note: The hierarchy contains all the assets for which you have access permission.
    Tip: You can search for an asset within the hierarchy.
  4. Select the check boxes corresponding to the assets for which you want the associated cases.
    Note: When you select a parent at any level in the Asset Hierarchy pane, the subsequent child elements are also selected by default.
  5. Select Apply.

Results

The cases inbox is refreshed, and the cases associated with the selected assets appear. You can use the Filters icon to apply your favorite filters to the list of alerts. The selection persists, and it is available the next time you access the application.

Refresh the Cases Inbox

Refreshing the cases inbox retrieves the newly created cases and displays them in the inbox depending on the filter and sort criteria.

About This Task

You can refresh the cases inbox manually or specify a time interval for automatic refresh.

Automatic refresh updates the cases list at regular intervals depending on the time specified and displays new cases as they become available. Disabling automatic refresh prevents new cases from loading unless you manually refresh the list. The selection persists even if you log out and log in to the application.

Procedure

  • To refresh the cases inbox manually:
    1. In the heading of the page, select .
  • To enable automatic refresh:
    1. In the heading of the page, select the drop-down arrow, and then select the time interval when the inbox should be refreshed.

Results

The cases inbox refreshes and displays the latest cases.

Note: To disable automatic refresh, in the heading of the page, select the drop-down arrow, and then select OFF.