Working on a case
The case page has the conversation in the middle and the case's details on the right. Changes you make in the side panel are saved at once.
The side panel
Cases, incidents, problems and changes keep their details in the same order, so you find things in the same place:
- What matters now, always open: on a case its Properties (status, priority, assignee, team, unit, labels), Service level and Requester.
- What it is about: the service, linked incidents, problems and dev tasks, Controls, and the requester's Other cases.
- The rest, folded: custom properties, In copy, Details and Requester link.
Click a section's heading to fold or open it. The desk remembers it for you, on every case and in every browser; a folded section still shows its count, such as how many people are in copy.
In this section
- The conversation: The request, messages, events, and colleagues on the case.
- Status, priority and who has it: Status, priority, assignee, team, labels, unit and service level.
- Held requests, merging and legal hold: Requests waiting for review, duplicates, and cases that must be kept.
- Controls and approvals: Process controls on a case, and asking for approval.
- The requester: The requester panel, their private link, and people in copy.