Portal case pages consist of case profile (1), workflow bar (2), message panel (3) and the [Processing] tab (4) (Fig. 1).
Fig. 1 Case page on the portal
The case page contains a [Complain] button for passing your service-related comments and notes to the support, even for closed cases. Click this button to open a new window for publishing comments and notes.
The case number and its subject are displayed at the top left of the page. The number is generated automatically, based on the specified template. Case subject is also generated automatically, based on the selected service and case category.
On the left side of the page, you can find a case profile (1) with general information about the case.
At the top right of the page, there is a workflow bar (2) that shows current stage of the case processing.
Enter detailed case information in the message panel (3) below the workflow bar to converse with the staff regarding the case resolution. You can attach files to your messages.
General case information.
| Response time | Case response deadline, representing the time limit between the case registration and the moment the case processing starts. The deadline is calculated automatically and depends on the selected service. This is a non-editable field. An indicator of the remaining/overdue time is displayed to the right of the field. |
| Resolution time | A deadline for resolving the case. The deadline is calculated automatically and depends on the selected service. This is a non-editable field. An indicator of the remaining/overdue time is displayed to the right of the field. |
| Category | A case can have one of the following categories: service request, incident or consultation (this category is available only in bpm’online bank customer journey products). Once the record is saved, this field becomes non-editable. The field is populated automatically, when a service is specified. |
| Service agreement | The field is available only for bpm’online service enterprise. When a new case is created, the proper service agreement is selected automatically. |
| Service | The service, which facilitates the case resolution. |
| Configuration item | The field is available only for bpm’online service enterprise. |
The field is available only for bpm’online service enterprise.
Case service agreement is determined by selecting the agreement with the highest priority. The service agreement priorities are as follows:
1.Contact service agreement (portal user is specified as the service object of the agreement).
2.Department service agreement (portal user’s department is specified as the service object of the agreement).
3.Account service agreement (portal user’s account is specified as the service object of the agreement).
If only one service agreement with the highest priority is found, it will be automatically specified in the [Service contract] field. If several agreements with the same priority have been found, the [Service agreement] field will not be populated, and you will need to select one of the available service agreements manually. If there are no records that match the conditions, the field will be populated with the default service agreement.
Feedback
This field block displays information about case rating and reason for closing.
| Satisfaction level | Service level grade given by the user after the case is resolved. |
| Feedback notes | Additional comments. |
The [Feedback] field block becomes available after a case is assigned the “Resolved”, “Closed” or “Canceled” status. Case author will receive an email notification, prompting them to grade the customer service level and leave feedback.
History
The detail contains the communication history of the case. The history includes:
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Emails sent and received in the process of resolving the service request or incident.
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Messages posted by employees and portal users on the customer portal. Messages that contain attachments are marked with the
icon. The first attachment is shown as a link in the lower left corner of the message. Click the [Read more] link to view other attachments.
See also
•How to submit a case from the portal
•How to manage cases on the portal
