The Case management (Ügykezelés) list is the table view of email cases. Here you search and filter among the cases, see at a glance the subject, recipients, priority, responsible person, status of every case and whether the recipient has read the email, and from here you open a case with its full email conversation.
Case statuses: New (Új), Waiting (Várakozik), Sent (Elküldve) and Closed (Lezárt). Priority values: Low, Normal and High.
Click Main menu / CRM / Correspondence / Case management. The list opens on the Search tab, with the Actions tab next to it. By default the cases handled by you, that is delegated to you, are shown, ten rows per page, with pagination at the bottom of the page.
On the Search tab fill in the filters you need, then click the Search button. The filters work together, so the list shows only the cases that meet every condition you entered. The Expand button is currently not active on this page, so there are no extended filters.
Every case is one row. At the start of the row there is a round monogram: it shows the initials of the responsible employee, and its colour shows the priority of the case (yellow for low, green for normal, red for high priority). The rest of the row:
Rows of emails that have not been read yet are shown in bold. If the filter finds nothing, the text "The list is empty" appears in place of the table.
Click a row to select it, then press the Open button on the Actions tab. A faster way is to double-click the row or click the monogram at the start of the row. The case opens in the same window on the Email thread and composing an email page, where you can read the conversation, reply, write a note, change the priority, delegate or close the case. The Open button stays grey until you select a row.
If you have to take over a colleague's cases, for example during holidays, choose them from the Employee list and filter by Status so that you only see the cases that are still open. With the Priority filter you can bring the most urgent ones forward with one click.
The filters of the Search tab:
| Field | Description |
|---|---|
| Email address | The recipient, CC or BCC address of the emails of the case. Looks for an exact match, use the % sign to search for a part. |
| Email content (E-mail tartalma) | The text of the emails of the case. Looks for an exact match, use the % sign to search for a part. |
| Employee | The employee handling the case. If you leave it empty, your own cases are shown. |
| Priority | The importance of the case: Low, Normal or High. |
| Status | The state of the case: New (Új), Waiting (Várakozik), Sent (Elküldve) or Closed (Lezárt). |
The columns of the table:
| Column | Description |
|---|---|
| Monogram (first column without a title) | The initials of the responsible employee, its colour shows the priority. Click it to open the case. |
| Subject | The subject of the email and the recipients below it. |
| Priority | The name of the priority and the name of the responsible employee. |
| Status | The sending status (Sent or Sending in progress) and the date and time of the email. |
| Read (Elolvasva) | A green check mark with the time of reading if the recipient has read the email, otherwise a yellow question mark. |
The list always shows the cases of one employee. If you do not choose anyone in the Employee field, the system loads the cases marked as handled by you. To see a colleague's cases, choose them from the Employee list and click Search. Cases that have not been delegated to anyone yet can be found in the kanban view of the Email list.
Both fields expect an exact match. Enter the full address in the Email address field, and in the Email content (E-mail tartalma) field put the % sign before and after the piece of text (for example %invoice%), otherwise the list stays empty.
The button is only active when you have selected a row. Click the row of the case, then press the Open button, or double-click the row, or click the monogram at the start of the row.
The question mark means that no feedback about the reading of the email has arrived yet. As soon as the system records the reading, a green check mark and the time of reading appear in its place.
The Main menu / CRM / Correspondence / Case management menu item only appears if the CRM module is assigned to your user. If it is missing, ask your company administrator to check the module assignment.
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