Managing Cases

Cases List View

The cases list is accessible from Customer → Cases in the Omnium navigation. It shows all cases with columns for case number, subject, status, priority, assigned user, customer, and dates.

Search and Filtering

The list supports:

• Free-text search across case number, subject, description, and customer name
• Status filter — filter by one or more statuses
• Priority filter — filter by priority level
• Assigned to filter — filter by assigned agent
• Tag filter — filter by tags
• Date range filter — filter by creation or modification date
• Customer / Order filter — find cases linked to a specific customer or order

Sorting

Click column headers to sort. Available sort fields:

• Created date
• Changed date
• Status
• Priority
• Subject
• Customer name
• Assigned to
• Follow-up date

My Cases

Use the My Cases toggle to quickly filter the list to only cases assigned to you.

Creating a Case

Click Create to open a new case form. Required and optional fields:

Editing a Case

Open a case to view and edit its details. The case detail view includes:

Status Progression Bar

A visual bar at the top shows all configured statuses in level order. The current status is highlighted. Click the next suggested status button to advance the case, or select any status from the bar to jump directly.

Case Information

Edit the following fields directly:

• Subject and Description
• Priority — select from configured priorities
• Tags — add or remove tags
• Follow-up Date — set a reminder date
• Source — update the case origin
• Custom Properties — add key-value pairs for additional metadata

Assignment

Assign or reassign the case to a user. The assigned user's name appears in the case list and can be used as a filter.

Dates

The case tracks several dates automatically:

• Created — when the case was first created
• Changed — last modification timestamp
• Follow-up Date — manually set reminder date
• Resolved Date — set when case moves to a resolved status
• Closed Date — set when case moves to the configured Status Closed

Changing Status

Status can be changed in several ways:

1. Status bar — click the next suggested status or any status in the progression bar
2. Bulk status change — select multiple cases from the list and apply a status change
3. API — use the change status endpoint

When a case moves to the Status Closed status, the ClosedDate is automatically set. When a closed case is reopened (e.g., via customer email reply), the status changes to Status Reopen.

Bulk Operations

Select multiple cases from the list to perform bulk actions:

Bulk Assign

Select cases and choose Assign to assign all selected cases to a specific user at once.

Bulk Status Change

Select cases and choose Change Status to move all selected cases to a new status simultaneously.

Linking to Other Entities

Cases can be linked to related Omnium entities:

Orders

Link one or more orders to a case. When cases are created from inbound email, orders are automatically detected if the email subject or body contains a pattern like #12345.

Customers

Link one or more customers (private or business) to a case. When created from email, the sender's email is used to match an existing customer.

Projects

Link cases to projects for tracking project-related issues.

Carts

Associate shopping carts with a case.

Products and SKUs

Add related product IDs or SKU IDs to track which products are involved in the case. These appear as chart dimensions in the Dashboard.

Participants

Manage the list of people involved in a case. Each participant has:

• Name — display name
• Email — contact email
• Customer ID — optional link to an Omnium customer
• Role — their role in the case

Participants can receive notifications when notes are added to the case.

Deleting Cases

Cases can be deleted from the case detail view. Deletion is a soft delete — the case status is set to "Deleted" and the case is hidden from the default list view. Deleted cases can be included by enabling the Include Deleted filter.