To apply an action to a generic case

The procedure to apply an action to a generic case is as follows:

Using the Advanced search spy-glass (), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
Using the Select action drop-down field, select the desired progression stage for the generic case 2. Each progression stage option is summarised in the table below.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 System validation rules ensure that only those options appropriate to the current progression stage of the generic case are available for selection.

Action	Description	Next Step
Close Case	Once all mandatory tasks within a generic case have been completed, the case may be formally closed by the end user.	This requisite step is covered separately in the topic To close a generic case.
Cancel Case	Applied in the instance where the generic case is no longer valid e.g. a duplicate case was opened in error. The end user is only permitted to cancel the case provided no inherent tasks have already been completed.	This requisite step is covered separately in the topic To cancel a generic case.
Reopen Case	Where a generic case has been closed prematurely, or where additional information pertinent to the case closure process needs to be added, the case may be reopened manually.	This requisite step is covered separately in the topic To reopen a closed generic case.
Hold Case	Applied in the instance where a generic case in current progress (i.e. with a status of Open) is to be placed on hold for a defined period.	This requisite step is covered separately in the topic To place a generic case on hold.
Release Case	Applied in the instance where a generic case currently on hold is to be returned to 'live' status in advance of the originally defined period.	This requisite step is covered separately in the topic To release a generic case currently on hold.
Reassign Case	To transfer ownership of an open generic case from one officer to another.	This requisite step is covered separately in the topic To reassign ownership of a generic case.
Take Ownership	Where automatic ownership of a generic case has defaulted to a specific role, any assigned member can assume responsibility for its onward progression.	This requisite step is covered separately in the topic To take ownership of a generic case.
Revise Target Date	To adjust the projected completion date of the generic case file, as derived from the underlying classification type SLA. Only generic case types configured with the 'revision allowed' attribute will permit this action.	This requisite step is covered separately in the topic To revise the SLA target date for a generic case.

See related topics...

Generic case progression management overview

To close a generic case

To cancel a generic case

To reopen a closed generic case

To place a generic case on hold

To release a generic case currently on hold

To reassign ownership of a generic case

To take ownership of a generic case

To revise the SLA target date for a generic case

Using the search facility