To apply an action to a support provision case

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

Using the Advanced search spy-glass (), select Support 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 Support 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 support provision 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, support type) to ensure that the correct support provision 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 support provision case are available for selection.

Action	Description	Next Step
Close Case	Once all mandatory tasks within a support provision 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 support provision case.
Cancel Case	Applied in the instance where the support provision case is no longer valid e.g. a duplicate case was opened in error.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 support provision case.
Reopen Case	Where a support provision 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 support provision case.
Hold Case	Applied in the instance where a support provision 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 support provision case on hold.
Release Case	Applied in the instance where a support provision 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 support provision case currently on hold.
Reassign Case	To transfer ownership of an open support provision case from one officer to another.	This requisite step is covered separately in the topic To reassign ownership of a support provision case.
Take Ownership	Where automatic ownership of a support provision 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 support provision case.
Revise Target Date	To adjust the projected completion date of the support provision case file, as derived from the underlying classification type SLA. Only support provision 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 support provision case.
Update Priority	To reprioritise an open support provision case in response to influencing factors and emerging circumstances.	This requisite step is covered separately in the topic To reprioritise a support provision case.

See related topics...

Support provision case progression management overview

To close a support provision case

To cancel a support provision case

To reopen a closed support provision case

To place a support provision case on hold

To release a support provision case currently on hold

To reassign ownership of a support provision case

To take ownership of a support provision case

To revise the SLA target date for a support provision case

To reprioritise a support provision case

Using the search facility