To apply an action to a CRM case

The procedure to apply an action to a CRM case is as follows:

Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case Reference as the search criteria 1.
With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The CRM Case Details window is displayed.
With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
Using the Select action drop-down field, select the desired progression stage for the CRM case 2. Each progression stage option is summarised in the table below.

Note

1 Additional search criteria may need to be employed (e.g. start date range, case subject, company, status) to ensure that the correct CRM case is returned; an alternative Search by category of Contact, Contact Group or CRM communication may be selected to extend the available search fields.

2 System validation rules ensure that only those options appropriate to the current progression stage of the CRM case are available for selection.

Action	Description	Next Step
Close Case	Once all mandatory tasks within a CRM case have been completed, the case may be formally closed by the end user.	This requisite step is covered separately in the topic To close a CRM case.
Cancel Case	Applied in the instance where the CRM case is no longer valid e.g. a duplicate case was opened in error. The end user is only permitted to cancel the case provided no inherent tasks have already been completed.	This requisite step is covered separately in the topic To cancel a CRM case.
Reopen Case	Where a CRM case has been closed prematurely, or where additional information pertinent to the case closure process needs to be added, the case may be reopened manually.	This requisite step is covered separately in the topic To reopen a closed CRM case.
Hold Case	Applied in the instance where a CRM case in current progress (i.e. with a status of Open) is to be placed on hold for a defined period.	This requisite step is covered separately in the topic To place a CRM case on hold.
Release Case	Applied in the instance where a CRM case currently on hold is to be returned to 'live' status in advance of the originally defined period.	This requisite step is covered separately in the topic To release a CRM case currently on hold.
Reassign Case	To transfer ownership of an open CRM case from one officer to another.	This requisite step is covered separately in the topic To reassign ownership of a CRM case.
Revise Target Date	To adjust the projected completion date of the CRM case file, as derived from the underlying subject definition SLA. Only subjects configured with the 'revision allowed' attribute will permit this action.	This requisite step is covered separately in the topic To revise the SLA target date for a CRM case.
Take Ownership	Where automatic ownership of a CRM case has defaulted to a specific role, any assigned member can assume responsibility for its onward progression.	This requisite step is covered separately in the topic To take ownership of a CRM case.

See related topics...

CRM case progression management overview

To close a CRM case

To cancel a CRM case

To reopen a closed CRM case

To place a CRM case on hold

To release a CRM case currently on hold

To reassign ownership of a CRM case

To revise the SLA target date for a CRM case

To take ownership of a CRM case

Using the search facility