Menu > Cases shows your cases — ones you reported or that are waiting on you, plus cases sitting in a pool for one of your roles. If your role can read every case, View All Cases widens the list to the whole organisation.
Cases must be enabled for your organisation and allowed by your role.
This walkthrough only reads. Claiming work, completing a step and posting updates are separate actions.
Step 1
Open the queue
Tap Menu, then Cases. If Cases is missing, ask your administrator to check the feature and your role.
Step 2
Read the queue
Use the reference and title to find the right issue, then read its severity, stage and due information. The list opens on Open. If a case you expect is not showing, try Pending, Closed or All.
Step 3
Read the current step
Open the case and read the active step, what it needs, and who is holding it. A · pool label means it is waiting for someone in that role — not that it is yours. Unclaimed means nobody holds it yet.
Step 4
Read the updates
Scroll to Updates for the notes people left, the actions the system recorded and who was notified, oldest first. The People, System and Notifications filters show one kind at a time.
Keep reading
Tutorial
Raise a case
Report an issue manually, link the relevant client and verify the case reference and active step.
Mobile appTutorial
Complete a case step
Finish the step a case is waiting on — and understand who it belonged to, what happens next, and what it does not do.
Web dashboardTutorial
Explore cases
Read the case queue, and open one to see what it is waiting on.
Web dashboard