Notes:

- Any cases you assign to another user will be removed from your Open List and will not be available to you unless assigned back to you. Refer to Assigning a Case for more information.

- If configured, you can send a case more than once. Any cases you send will remain in your Open list.

- The configuration of the system determines whether you can see and edit the cases of other users in your organisation and any sub-organisations.

Notes:

- If configured, the system will automatically accept responsibility for cases sent to you and place them in your Open list. In this configuration, your Inbox will only display messages.

- The configuration of the system determines whether you can see, accept, reject and forward cases sent to other users in your organisation and any sub-organisations and see and delete messages sent to other users in your organisation and any sub-organisations.

Note: If you can send a case more than once, it will remain in your Open list.

Note: You can retrieve an archived case by clicking from the Actions column. The case will be moved to your Open list.

Note: You can reopen a case by clicking in the Actions column. The case will be moved to your Open list.

Which lists display depends on the configuration of the application and user rights. In some configurations, the full set of lists displays, in others, one or more of the lists are hidden.

• You cannot edit case details in the Inbox. When you view a case in the Inbox, all details are locked and are displayed in read-only format. You can only edit a case if you accept responsibility for it. Refer to Accepting Cases for more information.

• In some configurations, your Open list will also display other users' cases. Depending on access rights, you might only be able to view these cases.
• If another user has downloaded a case to AudaPadPro, it will be locked in AudaPadWeb. If you have the correct access rights, you can unlock a case someone else downloaded. Refer to Unlocking and Reassigning Cases.
• Once repair costs are accepted, case details are locked and are in read-only format.

If you cannot see a particular case or message in a list, check the following:

• Is the Smart Filter active? If it is active, you will see in red at the top of the list and the system will display the following message: Filters have been applied! You can deactivate the filter by clicking .
• Is the drop-down box in upper right-hand corner of the list set to Show All? If not, click Show All.
• Are you viewing the correct list? Make sure you have selected the correct list using the buttons displayed along the top of the Case Manager.

Notes:

- If you assign a case to another user, you will not be able to see it in any of your lists.

- The configuration of the application also affects whether lists are shown and where cases are moved to and stored.

If configured, you can choose which columns display in the various lists. Click Customisation from the top navigation bar and make selections from Columns Shown in the Case Manager and Columns Shown in the Inbox.

If configured for your organisation, your lists and Inbox will also include other users' cases and messages. For example, in addition to the cases you are responsible for, your Open list might also include cases that other users in your organisation or sub-organisations are responsible for. In a similar way, your Inbox might also include cases and messages sent to other users.

The configuration of the system also determines whether you can perform actions on other users' cases and messages. For example, you might be able to re-open a case that was closed by another user in your organisation, accept or reject cases on behalf of other users or delete messages sent to other users.