The Unknown work type is a class that allows messages to open work cases even if the exact error could not be parsed out of the text. Only the system can enter Unknown work types, not users. The Unknown work type has two available flow actions: Change Case Type and Resolve Investigation. The Change Case Type flow action allows the user to read the message and manually determine what it should be. Once changed, the system executes the standard NewWork processing for that case type. The Resolve Investigation flow action is used on all exception work cases.