Working with the case detail screen

This task shows you how to perform overall case management actions on a case, such as managing case assignment, case status, notes, and tags.

  1. In the Banno Support case list, select the name of the case that you want to manage.
  2. Choose a situation and follow the corresponding steps.
    Situation Steps
    Claim the case.
    1. Select the Assignment option in the right-hand panel.
    2. In the Assign to: field, select [Your Name](me).
    Assign the case to another person.
    1. Select the Assignment option in the right-hand panel.
    2. In the Assign to: field, select the person you want to assign the case to.
    Unassign the case
    1. Select the Assignment option in the right-hand panel.
    2. Select Unassign.
    Change the case status.
    1. Select the Status drop-down menu in the right-hand panel.
    2. Select the appropriate status.
    Tag the case.
    1. Select the space beneath the Tags area.
    2. Select the relevant tag from the menu that appears.
    Post an internal note to the case.
    1. Select Switch to internal note mode.
    2. Enter the text that you want to appear in the note.
      Note: Your end users do not see the notes that you write. These notes appear to internal users only.
    3. Select Add note.
    Watch a case.
    1. Find the Watchers area.
    2. Select Watch case.
    Stop watching a case.
    1. Find the Watchers area.
    2. Select Stop watching this case.
    View device information.
    1. Beneath a message from an end user, hover over the device name.
    2. Review the information that appears in the tooltip, including device name, app version, and IP address.
    3. To copy the information to your clipboard, click instead of hovering.
  • End user information panel
    After selecting a case in Banno Support, a detail panel appears on the right-hand side of the screen with information about the end user, as well as the ability to assign the case and change its status.
Parent topic: Support