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Managing case followers

Updated on March 29, 2022
Applicable to Hybrid mode applications

Ensure that relevant stakeholders participate in case discussions by controlling which users follow a case.

Before you begin: Ensure that your application can use Cosmos React UI for landing pages (Theme Cosmos). For more information, see Enabling hybrid mode. For applications without Cosmos React, see Managing case followers.
  1. Log in to an end-user portal, for example User Portal.
  2. Open a case:
    • Search for the case.
    • Click on the case in the worklist or work queue on your dashboard.
  3. In the Followers section, click the Manage followers icon.For example:
    The Followers section in which you are the only follower
    The Followers section with the gear icon for management of followers.
  4. In the Followers dialog box, in the drop-down list, select one or more users in your application, and then click Add.For example:
    New followers added to your case
    The Followers dialog box with new followers added to your case.
  5. Optional: To remove a user who is no longer a relevant stakeholder from the followers list, click the Delete icon next to the user.
    You can undo your changes by clicking the Add icon next to a deleted follower.
  6. Close the Followers dialog box.
Result: Case followers receive notifications for the case, based on the settings in their notification preferences.

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