Case ManagerGet Started With Case Manager

Table of Contents

Configure Case Manager Settings

Ingest data, create rules to triage incidents, customize incidents, create or edit queues, and configure a proxy in Case Manager settings.

In the navigation bar, click the menu The menu icon in the navigation bar; three white lines on a green background., then select Settings. Depending on your permissions, select Core or Analytics:

  • If you have Core Manage Users and Context Sources permissions, you can only access Core settings.

  • If you have Advanced Analytics All Admin Ops permissions, you can access both Core and Analytics settings. In Analytics settings, you can configure and customize more settings than in Core settings.

Core Settings

In Core settings, view all settings under ALL APPS or click the INCIDENT RESPONDER tab to view Case Manager and Incident Responder settings.

cm-ir-settings-core-incidentresponder.png

Under SERVICE INTEGRATIONS, select Proxy to configure a proxy connection.Configure a Proxy

Under QUEUES, create, edit, and delete a queue.Create a QueueEdit a QueueDelete a Queue

Under INCIDENT INGESTION:

  • Select Incident Source to add sources that feed data into Case Manger.Add an Incident Source

  • Select Incident Feeds to specify which type of log to ingest from your incident source.Add an Incident Feed

  • Select Email Ingest to configure email ingest.Configure Email Ingest

  • Select 2-Way Email to configure an email account and start sending emails directly from an incident.Configure Incident Email

Analytics Settings

In Analytics settings, navigate to Case Management.

The settings page, with the Case Management section highlighted with a red rectangle.

In Incident Ingestion, add sources that feed data into Case Manager, specify which type of log to ingest from your incident source, configure email ingest, or configure an email to send emails directly from an incident.Add an Incident SourceAdd an Incident FeedConfigure Email IngestConfigure Incident Email

In Incident Rules, create rules to automatically triage incidents after they're created. You can also edit and delete these rules.Create an Incident RuleEdit an Incident RuleDelete an Incident Rule

In Incident Configuration, create incident types, incident fields, tasks, and phases.Create an Incident TypeCreate a Custom Incident FieldCreate a Task for a Phase or Incident TypeCreate a Phase

In Queues, create, edit, or delete a queue.Create a QueueEdit a QueueDelete a Queue

In Proxy, configure a proxy connection.Configure a Proxy