For many actions that you select, Issue Manager displays an Action dialog. The contents of the dialog depends on the selected action. The Action dialog often provides a summary of the selected action, including both the current state, the new state, reason code, and inbox assignment for the issue.
Action dialogs also allow you to enter notes about actions. Notes appear on the History tab of the Issue page. When you do not enter notes for an action, Issue Manager supplies default notes.
Issue Manager uses the action you select, the current state of the issue, the routing rules, and the workflow to determine the new state, reason code, and inbox assignment. Some actions, such as adding comments, do not change an issue’s state or inbox assignment.
Procedure To take an action on an existing issue:
1 Open your inbox by clicking Issue Manager/Tracking. Navigate to your inbox by clicking the My Inbox icon on the toolbar, if your inbox is not pre-selected.
2 Click the View Issue icon beside an issue you want to take action on.
3 The Issue Detail page is displayed for the selected issue. The list of available command buttons for processing the issue is on the right-hand side of the view.
4 Select a command button and complete the subsequent dialogs as required.
Note See “Available actions for existing issues” for the complete list of commands available with Issue Manager.