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Case actions

Case actions change the state of a case. The actions you can use depend on the case state and your permissions. Actions that change a case ask for confirmation.

Available actions

Action What it does
Claim Assigns an unassigned case to you and opens it
Pause Stops the case temporarily; you can set a date to unpause it and add a reason
Unpause Returns a paused case to normal work
Reassign Moves the case to another user
Cancel Cancels the case
Delete Deletes the case; this may require a special permission
Notes Adds a note without leaving the list

The server decides which actions are possible for a case and returns flags such as can pause, can cancel, and can reassign. If an action is missing, the case state or your role does not allow it.

Claim an unassigned case

  1. Open Home → Inbox and choose the Unassigned tab.
  2. Find the case.
  3. Choose Claim and confirm.

The case becomes yours and opens in the case workspace.

Reassign a case

  1. Open the case.
  2. Choose Reassign.
  3. Select the user who should receive the case.
  4. Confirm.

The new assignee sees the case in their Inbox.

Deleting a case

Deleting is permanent for the case record. Use it only when your process and your organization allow it.