Case

What is a Case? #

Within Cetegra Workspace, you can manage and track all your support requests using a feature known as a Case. A Case is essentially a record that encapsulates your support request. When you raise a support ticket, it is handled as a Case, serving as your single point of reference to track progress and communicate with Cegal agents.

One of the advantages of using a Case is that it hides the complexity of ITIL processes and the operations happening in the background. You don’t have to worry about whether your inquiry requires an Incident or Change resolution1. Simply put, Cases streamline your interaction with the support process, allowing you to focus solely on your request and its resolution.

By just associating with one ticket and its corresponding number, you can easily track your support request. Additionally, within Cetegra Workspace Entry, you’ll be able to see a list of all your tickets, categorically arranged for easy access and understanding, even though they are managed as Cases.