Cases

Learn about cases and how to manage them in the SoftwareOne Marketplace.

A case is a support request or inquiry created when you need more information or help with an issue. Cases allow you to communicate with SoftwareOne and track the progress of your request.

Each case includes important details, such as the case ID, reporter, assignee, status, and the conversation between you and the assignee or individual handling your case. As the issue is reviewed, the case status is updated so you can monitor its progress.

In the SoftwareOne Marketplace, each case includes a conversation thread, also called case chat, that lets you communicate with the assignee handling your case.

Cases page

You can view and track your cases through the Cases page. From this page, you can also add a case using the Add option.

To open the page, choose Helpdesk > Cases from the main menu.

Use the Cases page to add, view, and manage cases.

On the Cases page, you can use the Actions column to mark a case as completed. You can also select a case ID to view its full case details and perform case‑management actions.

Related topics

Case statesCreate caseView casesReopen caseComplete case