Edit or view case details on the Workplace Agent for mobile app

Update a workplace case at any time on the go. The application provides you with all the edit-related options to make relevant changes whenever you want to edit.

Before you begin

Verify that you have installed the required plugins.

Role required: sn_wsd_case.workplace_agent

About this task

The application enables you to edit any type of workplace case such as a regular workplace case, maintenance case, move case, space configuration case, and reservation case.

For information about all the details, related lists and actions that are available on a case details page, refer to Workplace Agent for mobile - Key features, actions, and case details.

Procedure

1. Log in to Agent Workplace Service for Mobile application.

   The launch screen opens with your Work view.

2. On the Work view page, go to any one of the following sections to open the case that you want to edit:

   • My work overview
   • My work
   • Group work
   • Unassigned work
   • Select the case that you want to edit.

   The case details page of the selected case opens separately.

3. To edit the fields of the case, do the following:

   1. Select Edit to edit the case.

      The Edit case form opens with the existing fields.

   2. On the form, change the fields that you want to edit.

      You can edit fields based on the type of case you’re handling.

   3. Select Submit.

      The case is edited.

4. To add a comment, do the following:

   1. Select Comment.

      You can also select the

2.  On the Add Comment page, enter your notes and comments in the **Work notes** and **Additional comments \(Customer visible\)** fields respectively.

3.  Select **Post**.

    The comment is posted on the case.

1. To perform other actions, select the

1.  To attach a knowledge base article, select **Attach Knowledge**.

    1.  On the Attach knowledge page, search for the article that you want to attach and select it.
    2.  Select **Submit**.
    The knowledge base article is attached to the case.

2.  To create a child task, select **Create task**.

    1.  On the Create a task form, enter the details. For more information, refer to [Create a child task](create-a-child-task-agentmobile.md).
    2.  Select **Submit**.
    The child task is created for the case.

3.  To update the checklist of the case, select **Update checklist**.

    On the Checklist page, select the checklist items that you want to add. On the page, the selected checklist items are marked as completed.

4.  To update the current state of the case, select **Update state**.

    1.  On the Update state form, select the state to which you want to update the case.
    2.  Select **Submit**.
    The state is updated.

5.  To view, add, or edit the attachments, select **View attachments**.

    1.  On the Attachment page, view the list of attachments.
    2.  To edit an attachment, select the

    3.  To delete an attachment, select the

    4.  To preview an image, select the image directly.

1. To save the case for quick reference, select the

The case is saved. You can select the **Saved** tab at the bottom of the screen to view the case.

Parent Topic:Use Workplace Agent for mobile

Related topics

Manage workplace cases and tasks

Print workplace cases

Print workplace tasks

Create a child task

Create a workplace case on behalf of an employee through Workplace Agent for mobile

Edit or view a child task

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