Users and User Groups

The user groups set up to work with Case Management will depend on how you want to set up your complaint handling process.

Central Team

The most common implementation has a single central team that handles complaints. The name of this user group is set in the Complaint Case Type Configuration. Cases will remain with this group until they are resolved.

Task Groups

While the main complaint case stays with the central team, tasks will be assigned out to various teams/departments so the complaint can be investigated.

You can create as many "reassignment groups" in your case configuration as you need. There will generally be one for each department/service. These are then picked when creating tasks: