Accept Case 

Explanation

This activity is used to accept the case or take ownership of a case. You can accept a case which is status New or queued from the support queue. When you have accepted the case, the status will be set to Open. You can take ownership of a case that has already been opened by another user. 

Prerequisites

• To accept a case, the case must have been entered and a user must have been set as an assignee.
• To simply take ownership of a case, the case must be accepted by another assignee. 

System Effects

• As a result of accepting the case, the case will be accepted from the support queue and the case will be set to Open. The accepting user becomes the case owner and a journal entry will be created. 
• As a result of taking ownership of the case, the accepting user the case owner and a journal entry will be created. 

Window

Case

Related Window Descriptions

Case
Accept Case

Procedure

Accept new case:

1. Open the Work Items window and select the pre-defined My Queues query from Saved Queries and click OK.
2. Select a row with a case, right click and click View Item (s).
3. Right-click on the Case window and then click Accept.  The Accept Case dialog box opens.
4. In the Focus field, the default case focus is automatically displayed when the case is created. You can change the focus of the case if necessary. Click List to select a suitable value. 
5. In the Case Focus Date field, the date is automatically displayed when the focus is displayed and the is case created. You can change the date of the focus if necessary. 
6. In the Work Folder field, the default work folder is automatically displayed when the case is created. You can change the work folder if necessary. Click List to select a suitable value.
7. In the Message field, enter comments for the case.
8. Click OK. 

Accept case from queue:

1. Open the Case window.
2. Query for a suitable case, right-click and then click Accept. The Accept Case dialog box opens.
3. In the Focus field, enter the focus for the case. Click List to select a suitable value.
4. In the Case Focus Date field, enter the focus date for the case.
5. In the Work Folder field, enter the suitable work folder for the case. Click List to select a suitable value.
6. In the Message field, enter comments for the case.
7. Click OK.

Take ownership:

1. Open the Case window.
2. Query for a suitable case, right-click and then click Take Ownership. The Take Ownership dialog box opens.
3. In the Focus field, the default case focus is automatically displayed when the case is created. You can change the focus of the case if necessary. Click List to select a suitable value. 
4. In the Case Focus Date field, the date is automatically displayed when the focus is displayed and the is case created. You can change the date of the focus if necessary. 
5. In the Work Folder field, the default work folder is automatically displayed when the case is created. You can change the work folder if necessary. Click List to select a suitable value.
6. In the Message field, enter comments for the case.
7. Click OK.