How do I view cases in the Service Cloud Admin Console?

Document created by Canvas Doc Team Employee on Oct 7, 2017Last modified by Canvas Doc Team Employee on Dec 9, 2017
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As a field admin, you can read a case and view the status in the Service Cloud Admin Console. By default, the Service Cloud home page displays a list of new or open cases requiring your attention. You can also search for existing cases.

Open Case

  Open Case 

On the Service Cloud home page, click a case number.

Search for a Case

Search for a Case

To search for a case or user, enter the case number or user into the Search Cases and Users... field [1] and click the Search button [2].

View Case

  View Case 

When you open a case, you will see three main sections:

  • Metadata Panel (Case Detail) [1]
  • Summary Panel [2]
  • Detail/Feed Panels [3]

View Metadata Panel

View Metadata Panel

The Metadata Panel allows you to view and change details on a case.

The User's Name and User's Email fields [1] list the name and email of the user who submitted the case. The Case CC field [2] will display anyone copied on the case. To add someone, enter the user’s email address in the field. Separate multiple email addresses with commas. The Case Owner field [3] is the user currently assigned the case. To change the case owner, use the Transfer To drop-down menu. The Date/Time Opened field [4] shows the date and time the case was opened.

To save any changes made to the case, click the Save Case Details button [5].

Note: If you are replying to a user and click the Save Case Details button, it will refresh the page and you will lose your post.

View Status and Case Origin

View status

The Status field [1] of your ticket may be New, Open, Pending, On-hold, or Solved.

  • New means the case is new and needs a reply.
  • Open means the case is actively being worked on. A case can remain open for as long as necessary.
  • Pending is a status used by the Canvas Support Team if they are waiting for the end user to provide additional information that will help them resolve the issue. A case can remain in pending status for as long as necessary.
  • On-hold is a status used by the Canvas Support Team if the case is being addressed by another department. On-hold cases should have a corresponding Jira assigned to it.
  • Solved means the case has been resolved.

 

To change the status, select a status from the drop-down menu and click the Save Case Details button.

The Case Origin field [2] should be populated; if not, choosing a case origin from the following list is optional:

  • Chat
  • Email
  • In Person
  • Mobile App
  • Online Submission
  • Phone

 

View Canvas Component Fields

View Canvas component affected

Canvas Component fields describes which area in Canvas is involved with a case and what is occurring in that area.

  • The Canvas Component Section field [1] describes whether the Service Cloud case relates to an entire account, a specific course, a Canvas user, an LTI or integration, or a non-Canvas issue.
  • The Canvas Component Affected field [2] describes the feature in Canvas where the bug or issue comes from.
  • The Canvas Component Action field [3] describes the action that led to the case creation.
  • The Canvas Component Issue field [4] describes the purpose behind the case creation.

 

To learn more about options available for the Canvas Components fields, view the Canvas Components PDF.

Note: If there are secondary or tertiary level items, please select those items within that feature. If there are not, please select the main feature.

View Subject, Description, and JIRA Issue Number

View Subject, Description, and JIRA Issue Number

The Subject field [1] shows what the end-user typed in the subject line. The Description field [2] shows what the end-user typed in the case.

The JIRA Issue Number field [3] is for Canvas support agents to fill in when a given case is associated with a ticket in our engineering ticketing system. If a cloud case is associated with a Canvas engineering ticket, the JIRA number will be shown here.

View User ID, URL, and Become User URL

View User ID, URL, and Become User URL

The User ID field [1] lists the Canvas ID for the ticket submitter. This number should not be confused with an SIS ID.

The URL field [2] shows where the user was when the online submission ticket was created. Encourage your end users to click the Help link from the page in Canvas where they are experiencing the problem.

The Become User URL field [3] shows the page where the user submitted the ticket. This URL also allows you to see what the end user sees in Canvas.

Note: These fields will either be populated or not when the case is created. If they are not populated, you do not need to fill the fields out.

View HTTP Environment and Stacktrace

View HTTP Environment and Stacktrace

The User Agent String displayed in the HTTP Environment field [1] indicates the end user's operating system, browser version, and IP address where it was submitted. To interpret this string, visit the user agent string website and paste the text in the window for analysis.

The Stacktrace field [2] contains the engineering error message. This field will be filled out if the ticket was submitted from a Page Error report. This message is usually only decipherable by the engineer who wrote the code but may contain some information that will lead you on the right path toward resolution.

Note: These fields will either be populated or not when the case is created. If they are not populated, you do not need to fill them out.

View Summary Panel

  View Summary Panel 

The Summary Panel gives you a quick look at some of the information regarding the case, including the case's priority level. The following options are available for priority level:

  • Low: Issues that aren’t time sensitive.
  • Normal: Run-of-the-mill issues, to be handled in order received.
  • High: Impacts more than one user; is fairly time sensitive.
  • Urgent: Impacts full departments or institution; extremely time sensitve.

 

View Feed Panel

View Feed Panel

To access the Feed panel, click the Feed button [1]. At the top of the Feed View, there are options to share a post, escalate a case, attach a file, add a CC, or merge cases [2]. The lower part of the feed includes comments, posts about status changes, and posts about other metadata changes [3].

Note: Cases sometimes will have conversations that have already happened between the end user and Local Support Staff from their institution. If this is the case, the exchange will be scrollable with the newest replies at the top. It’s best to start at the bottom and move up from there.

View Details Panel

View Details Panel

To access the Details panel, click the Details button [1]. The Detail panel includes the case metadata in a different format and case action buttons that are duplicated in the left-hand sidebar.

The Case Routing Number (CRN) [2] indicates a case's routing history. Learn more about the CRN in the Case Routing Number PDF.

The Account Name [3] will have the institution the user is associated with.

User Perceived Severity [4] is separate from the priority drop-down menu that the agent marks the ticket with. This helps track how urgent the issue is from the perspective of the end user. Users should reserve the Extreme Critical Emergency item for issues and bugs that really are critical emergencies.

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