The Cases list

Cases shows every case you may work on. The tiles at the top summarise the open work and are clickable: Needs attention (awaiting approval or overdue), Open cases, Overdue and Unassigned.

Quick filters

Change the order with Sort (newest, oldest, priority or due soonest). Open Filters & saved views to narrow by priority and type or keep a combination you use often. Active filters stay visible above the list even when the options are closed.

What a row tells you

• The kind (INC, REQ, CHG, PRB), status and priority
• Flags such as Overdue, No first reply, Approval needed or Major incident
• The requester's mood when AI detected frustration or anger
• The group and owner (→ name), or Unassigned
• How long ago it was updated

Search

The box above the list searches summaries, what the requester wrote, email subjects, requesters and case references (the summary is often reworded by AI; the subject line you received still finds the case). The Search… box at the top of every page searches across cases, problems, alerts, assets and articles. Use the arrow keys to move through its results and Enter to open one. Click outside or press Escape to dismiss the results; your search stays in the box.

Case numbers

Every case gets a number from your service desk's own sequence, shown with a prefix for its type: INC-000112 for an incident, REQ for a service request, CHG for a change and PRB for a problem. If a case changes type (for example an incident turns out to be a request), the prefix changes and the number stays, so INC-000112 becomes REQ-000112. Search for a case by its reference or just its number: INC-000112, #112 and 112 all find it. Requesters see the same reference on their requests and in emails.

Working on several cases at once

Choose Select, tick up to 100 cases, then assign an owner, move them to a group, change priority/status, or resolve them together. A priority change re-targets each case's due date, exactly as it does for a single case. A bulk resolution note is sent to every affected requester; closure codes and case rules still apply.

Select all shown picks the cases on screen. If you search or filter afterwards, only the selected cases still shown are changed: the bar's count (“3 selected”) is always what Apply acts on.

After Apply, the list refreshes automatically. Successfully updated cases leave the selection; cases that could not change remain selected with their reasons. The open case detail and summary counters refresh too. If the write succeeded but refreshing fails, use Retry queue refresh: it reloads the data without submitting the action again.