The inbox
The inbox lists the cases in the units you have access to. You never see cases outside your units, and a case restricted to staff in certain countries only shows up if you work in one of them.
Views and counts
The views are in the sidebar. The number next to each counts the cases in it now; the counts refresh every minute and whenever you move to another page.
| View | What it shows |
|---|---|
| All open | Every open case in your units, longest waiting first, with the open incidents, changes and problems above them (see Other kinds of work). |
| Assigned to me | Open cases assigned to you, and the other work that is yours. |
| My teams | Open cases in the queues of your teams, assigned or not. Only shown when you are in a team. |
| Unassigned | Open cases nobody has picked up yet, and other work without someone on it. |
| Due soon | Open cases past their service-level target or due within the hour, most urgent first. The count is red when there are any. |
| Held for review | Requests from senders who aren't known contacts, in units that only take known contacts. Only in the sidebar while there are some. See held requests. |
| Resolved and closed | Finished cases, most recently updated first, and finished incidents, changes and problems. No count. |
With the plugins on, the counts of All open, Assigned to me and Unassigned add up the open incidents, changes and problems in them too.
[!NOTE] "Open" means the statuses New, Open, Pending and On hold. Held requests aren't counted in the other views until someone accepts them. Statuses explains each one.
At a glance
Above the list, chips count what needs attention in the current view, within its filters and search:
| Chip | Shows |
|---|---|
| Overdue | Cases past their service-level target. Red when there are any. |
| Due within the hour | Cases whose next target is within the hour and not yet passed. Amber when there are any. |
| New | Cases nobody has answered or picked up yet. |
| Unassigned | Cases without an assignee. Not shown in Assigned to me and Unassigned. |
| Pending | Cases waiting for the requester. |
Click a chip to show only those cases; click it again to go back. A chip works like a filter: it stays in the address, Clear filters removes it, and Save view keeps it. The chips aren't shown in Resolved and closed and Held for review.
In this section
- Reading the list: Rows, columns, sorting, the keyboard and pages.
- Filters, search and saved views: Narrow the list, find a case, and keep views.
- Other kinds of work: Incidents, problems and changes next to cases.
- Selecting, bulk actions and export: Change many cases at once, and export the list.