Managing Work Lists Associated With Cases

You can select a case in the Case Management gadget and view the work items that are using that case data. You can view information about the work item such as its name, description, ID, priority and so on. You can also perform some actions on the work item. For example, you can open the work item and submit it, or allocate the work item to another resource.

1. From the Case Management gadget, perform a search to retrieve a list of cases. See Performing an Ad-hoc Search or Performing an Advanced Search.
2. Select a case.
   If required, use the Search facility to find your case. See Searching Cases.
3. Select Case Navigation > View Work List.
   The work list for the selected case displays.
4. You can choose what columns are displayed. See Configuring Columns in Case Navigation.
5. Select the work item you want to manage.
   Note that:

   • By default, a maximum of 10 items display, depending on how many work items are associated with the case. You can change how many items are displayed by clicking the up or down arrow in the Page Size box.
   • You can use the arrows to scroll through the list.

   For information about the work item columns you can view, see Work Item Columns. You can select one of the following tabs:

   Option	Description
   Details	Displays information about your work item. See Work Item Columns.
   Attributes	Displays the work item attributes that were defined in your process at design-time.
   Preview	Displays a preview of the case data that this work item is accessing.

6. You can perform the following actions on a work item.

   Option	Description
   Open a work item	A work item must be allocated to you for you to open a work item. Opening a work item causes the form associated with that work item to display. You cannot enter any information into the form. However, you can select Cancel, Close or Submit, depending on your requirements. See Opening Work Items.
   Close a work item	The work item must have a state of OPENED for this option to be enabled. It causes any information entered in the form to be saved, then the work item is closed (and unlocked) and placed back in the work item list with a state of PENDED. The work item is then available to be opened and completed at a later time. See Saving Work Items.
   Allocate a work item	A work item can be allocated to a specific user. See Allocating Work Items Overview.
   Skip a work item	A work item must have a state of ALLOCATED and all the required fields on the form must be completed before a work item can be skipped. This marks the work item as complete, removes it from the work item list, and causes the process to advance. It has the same affect as opening the work item and submitting it. See Skipping Work Items.
   Refresh the Work Item list	You must refresh () the work item list any time you perform an action so that the work item list can be updated to show the results of your actions.

7. Select to close the Work List page.