The case workspace
What each tab of an open case is for: conversation, tasks and time, related records, AI, automation and activity.
Opening a case shows its header (kind, status, priority, requester mood, reference), the working facts (requester, owner, first response and SLA due) and these tabs. Open Case details for the opened date, service and requester rating:
| Tab | What you do there |
|---|---|
| Conversation | Read the thread, reply to the requester or add an internal note, change status, priority and owner |
| Tasks & time | Break the work into tasks, assign them, log time |
| Related | Linked cases, assets and people kept informed |
| AI assistant | The AI summary, classification and confidence, likely cause and next steps, and “What's missing from the request?” |
| Automation | Playbooks and actions proposed or run on the case, and their approvals |
| Activity | The full history: every change, who made it and when |
A Waiting for box tells you what the case is waiting on right now, for example “Assign it to someone in Field Support” or “Waiting for the requester's reply”.
In Conversation, status, priority and ownership stay visible. Open Edit summary & SLA target to change those fields, then Save case. Open More case actions for linking, reminders, merging, splitting, forwarding or declaring a major incident; your usual permissions still apply.
Drafts
Text you start typing stays with that case while you move between tabs and cases. Drafts are kept only in your browser session and never saved anywhere else.
Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.