Cases

Cases are help-desk tickets imported from your source system, such as overages, shipment damage, lead-time disputes, and missing items. They are separate from Issues, which track follow-up work in the app.

Open a river you have access to, then select Browse → Cases in the right sidebar. Your source data must include support cases for this list to contain tickets.

Find a case

• Search looks up case numbers across matching cases.
• Sort offers Most Recent or Oldest.
• Filter narrows dimension values and the date range.

Each card shows the case number, title, priority, issue type, account, and status. Assignee and age appear when the source provides them. Closed cases appear dimmed. Priority is shown as a colored badge.

Drilling into a support-case bar on the river opens this list scoped to that band and month. You can edit its filters and date range afterward. Those controls affect the case list. Compare its scope with the river bar before you compare their values.

Read the ticket

Click a card to open the detail view. The header includes a direct-link control for sharing the case with someone who has access to the river.

Read the issue headline, priority, full status, and age or recorded open duration first. The remaining information appears when supplied by the source:

• Assigned identifies the assignee and contact email.
• Account, additional dimension values, manufacturer, and shipping address provide location and order context.
• Case includes the PO number, quantity, touches, and the original ticket title. Extra signals can identify a backorder or unusual timing information.
• History shows recorded events such as Opened, Started, Last activity, and Resolved. Duplicate dates and unavailable events are omitted.

Case details are read-only. Change status, assignment, or ticket comments in your source help-desk or ERP system.

Trace the related order

Choose View Transaction in the footer when a PO number is available. It opens the transaction flow; a PO number does not guarantee that a linked order flow exists.

For example, open a missing-items case, note its PO and quantity, then view the transaction to compare vendor receipts with customer shipments. If the investigation needs an app owner or deadline, create a linked issue from that transaction. Creating issues requires the Rules permission.