You must log in as a user with permissions for Case Manager. Once you log in, the Case Manager home page opens.
On the home page, you can:
View basic case information
The Case Manager home page provides you with a list of all cases in the system and basic information about them including:
Owner - user that is currently assigned to the case; this can change as the case progresses, see below
Creation date - Date the case was created
Status - See below
Custom information - Display information from a field in the case, contact Lightico technical support to configure this feature
Case status
A case can be listed as being in one of the following states:
Created - Created, but no work was saved
In progress - Work has been started and was saved
Completed - All mandatory fields have been completed and the agent has changed the status of the case to Completed
Approved - A user with supervisor permissions has approved the case
Cancelled - Cancelled by an agent or supervisor
Search cases
The Case Manager home page enables you to search for opened case in any of the following ways: /
Recent case
Click how far back you want to search.
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Advanced filter
Set one or more of the filters and click Apply filters.
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Sort
Click any of the column headings to sort cases by that parameter.
Reassign a case
Change the case ownership from one user to another.
To reassign a case:
Click the options menu for the relevant case and select Reassign.
Select the new owner from the dropdown and click Done.
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Download a case audit
The case audit is a log of when any change was made to the case.
To download a PDF of the case audit:
Click the options menu for the relevant case and select Download case audit.
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A file browser opens.Click Save.
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Create a new case
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For more information, see, Open a case.
Q & A
What information is shown for each case on the home page?
Each case shows the owner, creation date, current status, and optionally, custom fields configured by Lightico support.
How do I find a specific case?
You can use recent case filters, advanced filters, or sort by column headers to quickly locate the case you're looking for.
Can I reassign a case to another user?
Yes. Use the options menu on the case row, click Reassign, and choose a new owner from the dropdown.
What is a case audit and how do I download it?
The case audit is a PDF log of all changes made to a case. You can download it from the case’s options menu by selecting Download case audit.