---
title: View and Manage Cases
description: Datadog, the leading service for cloud-scale monitoring.
breadcrumbs: Docs > Incident Response > Case Management > View and Manage Cases
---

# View and Manage Cases

{% callout %}
# Important note for users on the following Datadog sites: app.ddog-gov.com

{% alert level="danger" %}
This product is not supported for your selected [Datadog site](https://docs.datadoghq.com/getting_started/site). ().
{% /alert %}

{% /callout %}

## Overview{% #overview %}

{% image
   source="https://docs.dd-static.net/images/service_management/case_management/view_and_manage/view_and_manage_overview_cropped.299d634be4338d321b96ee77098010cd.png?auto=format"
   alt="Case Management page showing view of all cases, option to select status, and view assigned members" /%}

On the [Case Management page](https://app.datadoghq.com/cases), cases can be sorted by creation date, status, or priority. By default, cases are sorted by creation date. Toggle between **List** view and **Board** view: The List view provides a detailed table, and the Board view offers a Kanban board with drag-and-drop functionality.

To make bulk edits to cases within a project, use the checkboxes to select one or more cases. Then, use the drop-down menus to perform actions in bulk, such as status management, assignment, and archiving. When cases are moved to a different project, the cases are assigned a new case ID. The old case URL does not redirect to the new case.

## Keyboard shortcuts{% #keyboard-shortcuts %}

Use the following keyboard shortcuts for swift navigation:

| Action              | Shortcut       |
| ------------------- | -------------- |
| Move up             | `↑` or `K`     |
| Move down           | `↓` or `J`     |
| Select case         | `X`            |
| View selected case  | `Enter` or `O` |
| Create a case       | `C`            |
| Set status          | `S`            |
| Assign to user      | `A`            |
| Set priority        | `P`            |
| Move to project     | `V`            |
| Archive / unarchive | `E`            |

## Search cases{% #search-cases %}

Within a project, you can search for cases by:

- **attribute key-value pairs**: For example, to find all cases created from Event Correlation patterns, search for `creation_source:Event Management`. For cases created from individual events, search for `creation_source:Event`.
- **title**: Surround your search term with double quotes. For example, to find all of your cases containing the term "kubernetes pods" in the title, search for `"kubernetes pods."`

To compose a more complex query, you can use the following case sensitive Boolean operators: `AND`, `OR`, and `-` (exclusion). For example, `priority:(P2 OR P3)` returns cases of either priority `P2` or `P3`.

Additionally, you can search for cases across all projects using the search bar in the top left corner.

## Create a view{% #create-a-view %}

A **view** is a saved query filter that allows you to scope a list of cases down to what's most relevant to you. Projects have default views for each of the statuses: open, in progress, closed, and archived. In addition, there are default views for cases assigned to you and created by you.

To create a custom view:

1. Select **Add View** from within a project.
1. Give the view a name.
1. In the search box, enter a query. The preview refreshes to show you the cases that match the current search query.
1. (Optional) Send a notification with third-party tools such as Slack, Microsoft Teams, PagerDuty, or Webhooks. Click **+ Add Recipient Type** and select from the pre-configured channels or recipients. See [Create notifications and tickets ](https://docs.datadoghq.com/incident_response/case_management/notifications_integrations)to learn more about the available tools and options.
1. Click **Save view**.

## Case details{% #case-details %}

{% image
   source="https://docs.dd-static.net/images/service_management/case_management/view_and_manage/case_details_overview.8ac87c53651351f1d6aef28a81495f60.png?auto=format"
   alt="Case detail view of an example case that was escalated" /%}

The Case Details page acts as the single source of truth on what is going on with the investigation. Each case has the following properties:

{% dl %}

{% dt %}
Status
{% /dt %}

{% dd %}
All cases default to open upon creation. As you progress through the case, you can change it to in progress and closed. Type `S` to change the status of a case.
{% /dd %}

{% dt %}
Priority
{% /dt %}

{% dd %}
By default, a priority is not defined. You can set the priority of the case to P1 - Critical, P2 - High, P3 - Medium, P4 - Low, P5 - Info. Type `P` to set the priority of a case.
{% /dd %}

{% dt %}
Assignee
{% /dt %}

{% dd %}
Unassigned by default. To assign it to a user, type `A`. To assign it to yourself, type `I`.
{% /dd %}

{% dt %}
Attributes
{% /dt %}

{% dd %}
Adding attributes allow for organization and filtering. By default, all cases have the following attributes: team, datacenters, services, environments, and versions.
{% /dd %}

{% dt %}
Archiving
{% /dt %}

{% dd %}
Archiving a case removes it from searches. Type `E` to archive a case.
{% /dd %}

{% dt %}
Activity timeline
{% /dt %}

{% dd %}
Each case automatically creates an activity timeline to capture real-time updates to status, assignee, priority, signals, and any comments added. If you're tagged in a comment, you receive an email. Type `M` to add a comment and `Cmd + Enter` to submit it.
{% /dd %}

{% /dl %}

## Take action{% #take-action %}

Use Case Management to gather information, context, and resources to determine the proper action to take. This includes further investigation, escalating to an incident, or closing out a case.

From an individual case:

- [Create an investigative notebook](https://docs.datadoghq.com/notebooks/): Gather investigation information and collaborate with your team members.
- [Declare an incident](https://docs.datadoghq.com/incident_response/incident_management/#describing-the-incident): Escalate a case to an incident and kick off your incident response process.
- Manually create a Jira issue: Use `Shift + J` to create a Jira issue. For more information on how to configure automatic Jira issue creation and bidirectional synchronization, see the [Settings](https://docs.datadoghq.com/incident_response/case_management/settings/#jira) documentation.
- Manually create a ServiceNow incident: Use `Shift + N` to create a ServiceNow incident.
- [Meet on CoScreen](https://docs.datadoghq.com/coscreen/): Share screens for collaborative debugging.
- Close out the case: Let the team know that no further action is needed. Update the status of the case to closed.

## Case Analytics{% #case-analytics %}

{% image
   source="https://docs.dd-static.net/images/service_management/case_management/view_and_manage/view_and_manage_case_analytics.83e93d0c231db6e8d07f282746e8b205.png?auto=format"
   alt="Graph editor showing the cases options selected as a data source" /%}

Case Analytics is a queryable data source for aggregated case statistics. You can query these analytics in a variety of graph widgets in both [Dashboards](https://docs.datadoghq.com/dashboards/) and [Notebooks](https://docs.datadoghq.com/notebooks/) to analyze team productivity and identify patterns in issues.

The following widgets support Case Analytics: timeseries, top list, query value, table, tree map, pie chart, change, and list.

## Export{% #export %}

You can export cases directly from a case details page:

1. From an individual case, click the **More Options** icon at the top right of a case details page.
1. Select **Export to PDF**.
1. In the print dialog that appears, choose **Save as PDF** as your destination.
1. Click **Save** to complete the export.

## Further Reading{% #further-reading %}

- [Case settings](https://docs.datadoghq.com/incident_response/case_management/settings)