Case Orchestration :: Case Details

Overview

The Case Details section provides a compact summary of the most important operational information for the current case.

It helps participants quickly confirm who is involved, which organization is affected, the current severity, the case status, and whether important records such as impacts, timers, files, comments, and costs have been added.

Information displayed

Organization and contact

This panel identifies the organization associated with the case and its primary contact.

Depending on the available information, it may include:

• Organization name
• Organization logo
• Country or location indicator
• Primary contact name
• Contact email address

Assigned case roles

This panel shows the users assigned to the main operational roles, such as:

• Case Commander
• Business Lead
• Technical Lead

Contact information may also be displayed to help participants communicate during the response.

The available roles depend on the tenant configuration, product edition, and case setup.

Severity and impacts

This panel shows the current global case severity.

It also indicates whether impacts have been registered for the case.

Severity should be reviewed as the situation develops and updated when new technical, operational, legal, financial, or reputational information becomes available.

Case status and duration

This panel shows:

• Current case status
• Case creation date and time
• Time elapsed since the case was declared

The elapsed duration helps participants understand how long the response has been active.

Communications

This panel summarizes the number of:

• Case comments
• Business chat messages
• Technical chat messages

Chat totals are available only when chat capabilities are enabled for the tenant and case.

Service levels and timers

This panel summarizes:

• Completed and applicable service-level objectives
• Timer compliance status

Review this area regularly to identify overdue actions or approaching deadlines.

Files

This panel shows the number of:

• Tenant reference files
• Case-specific files

Tenant files are reusable documents available across the environment. Case files are attached specifically to the current case.

Costs

This panel summarizes:

• Number of recorded cost entries
• Total recorded case cost

Costs may include external services, recovery expenses, legal fees, communications costs, or other incident-related expenditures.

Using the Case Details section

Use this section to:

1. Confirm that the correct organization and contact are associated with the case.
2. Verify that required operational roles are assigned.
3. Review the current severity and registered impacts.
4. Check the age and status of the case.
5. Monitor communication activity.
6. Review timer and service-level compliance.
7. Confirm that supporting files and costs are being recorded.

Important considerations

• The Case Details section is a summary and does not replace the detailed records available elsewhere in the case.
• Missing values may indicate that information has not yet been entered.
• Severity, impacts, role assignments, and costs should be updated as the situation changes.
• Access to some information may depend on the user's permissions.

Related articles

• Case orchestration :: Case Summary
• Case orchestration :: Activities
• Case orchestration :: Impacts
• Case orchestration :: Timeline