Working with Cases
Cases are the core unit of work in Avikto. This section covers everything you need to know to create, manage, track, and resolve cases.
What You'll Learn
| Topic | For whom |
|---|---|
| Case Lifecycle | Everyone — understand how cases move from creation to resolution |
| Creating and Managing Cases | Case workers — how to create cases, fill in details, and update them |
| Case Assignment and Routing | Team leads — how to assign cases and manage queues |
| Tracking Case Progress | Everyone — how to monitor status, history, and case health |
| Case Templates | Managers — how templates standardize case creation |
| Case Comments and Collaboration | Everyone — how to communicate within a case |
| Exporting Cases | Managers — how to export case data for reporting |
Key Concepts
- Case: A unit of work that needs to be handled and resolved
- Case ID: Unique identifier for tracking (e.g., C-PRJ-TYPE-2026-00123)
- Status: Current stage of the case (Request Received, In Progress, Resolved, etc.)
- Priority: Urgency level (Low, Medium, High, Critical)
- Queue: Collection of cases waiting for action from a specific team or person
- Assignee: The person responsible for working on the case
- Due Date: When the case should be completed
- Case History: Complete audit trail of all changes
Common Tasks
- Creating a new case from a template
- Updating case details as work progresses
- Adding comments and files to a case
- Moving a case to a different queue or assignee
- Viewing the full case history
- Finding cases using filters and search
- Exporting cases for reporting