System Location: Cases / Case Open Queue
The Case Open Queue acts as the "control center" for all open cases. Displayed in the center of the page are three grids of cases:
- My Open Cases - Open cases where the viewing user is the case handler.
- My Preferred Unhandled Open Cases - Open cases that are unhandled where the viewing user is the preferred handler.
- Unhandled Open Cases - Open cases that are unhandled where the viewer user is not set as the preferred handler.
Further details about a case can be attained by clicking the associated "Details" link, which will retrieve the case in the Case Management page.
Note: Entering the Case Management page for an unhandled open case will set the entering user to the case handler.
