Using the Mobile Agent to perform agent tasks

View the details of a case and determine if you need to make any changes or take any actions.1. In the bottom navigation bar, select Cases. 2. Select New to create a case or select Active to see a list of the active service request cases. 3. Select a case to view its details. 4. Determine if you need to make any changes or take other actions. If so, perform any of the tasks in this table.

For details on viewing a case in the Mobile Agent, see Track government service requests with the Mobile Agent app.

1. From the Service Requests list, open a case.
2. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Edit Case</strong>.</li>

For details on the case fields, see Service Request case form.

1. From the Service Requests list, open a case.
2. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   More actions icon.) and select <strong>Add Comments</strong>.</li>
3. In theWork Notes or Additional Comments fields, add your work notes or comments about the case.

You can also add comments through the activity stream related list. For more information, see Using the activity stream in the Mobile Agent.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Propose Solution</strong>.</li>
2. In the Resolution Code and Resolution Notes fields, add the code and notes that you propose as a solution to resolve the case and then select Submit.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Request Info</strong>.</li>
2. In the Additional Comments field, add more comments about the request.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Escalate</strong>.</li>
2. In the Escalations dialog box, fill in the details of the escalation.

1. From the applet launcher, select the Escalations applet.
2. View a list of escalations for that case, if any.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Close Case</strong>.</li>
2. In the Resolution Code and Resolution Notes fields, enter the code and your notes about how the case was resolved.

View the details of a case and determine if you need to make any changes or take any actions.1. In the bottom navigation bar, select Cases. 2. Select New to create a case or select Active to see a list of the active service request cases. 3. Select a case to view its details. 4. Determine if you need to make any changes or take other actions. If so, perform any of the tasks in this table.

For details on viewing a case in the Mobile Agent, see Track information requests with the Mobile Agent.

1. From the Information Requests list, open a case.
2. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Edit Case</strong>.</li>

For details on the case fields, see Information Request case form.

1. From the Information Requests list, open a case.
2. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   More actions icon.) and select <strong>Add Comments</strong>.</li>
3. In the Work Notes or Additional Comments fields, add your work notes or comments about the case.

You can also add comments through the activity stream related list. For more information, see Using the activity stream in the Mobile Agent.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Propose Solution</strong>.</li>
2. In the Resolution Code and Resolution Notes fields, add the code and notes that you propose as a solution to resolve the case and then select Submit.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Request Info</strong>.</li>
2. In the Additional Comments field, add more comments about the request.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Escalate</strong>.</li>
2. In the Escalations dialog box, fill in the details of the escalation.

1. From the applet launcher, select the Escalations applet.
2. View a list of escalations for that case, if any.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Evaluate similar requests</strong>.</li>
2. In the Escalations dialog box, fill in the details of the escalation.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Send for Requester Approval</strong>.</li>
2. In the Send for Requester Approval dialog box, fill in the details of the escalation.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Request Fee Approval</strong>.</li>
2. In the Escalations dialog box, fill in the details of the escalation.

1. From the applet launcher, select the Exception Checklist applet.
2. Review the list of exemptions under the Freedom of Information Act (FOIA) or Public Records Act, and select one or more exemptions if applicable.

1. Tap the More actions icon (
   Image omitted: psds-mobile-agent-top-menu.png
   Mobile Agent More actions icon.) and select <strong>Close Case</strong>.</li>
2. In the Resolution Code and Resolution Notes fields, enter the code and your notes about how the case was resolved.