Accept Case

Explanation

This activity is used to accept a case.

Prerequisites

To accept a case, case must be in either Cases queued to me or Cases queued to my queues.

System Effects

As a result the case will be set to Open.The accepting user becomes the case owner and a journal entry will be created.

Related Window Descriptions

Cases Queued to Me
Cases Queued to My Queues

Procedure

1. Open the Aurena > Call Center Lobby Page.
2. Select Cases queued to me or cases queued to my queues.
3. Select the case to accept and click on Accept.
4. The Accept Case dialog box opens.
5. In the Organization field, enter the name of the organization that should own the case. Click drop down to select a suitable value.
6. In the Focus field, enter the focus for the case. Click dropdown to select a suitable value.
7. In the Focus Date field, enter the focus date for the case.
8. In the Work Folder field, enter the suitable work folder for the case. Click dropdown to select a suitable value.
9. In the Message field, enter comments for the case.
10. Click OK.