The main landing page is made up of a series of articles that use the Self Service template.
Each article displays cases at different stages and statuses. The following filters should be set up.
New Cases
The page displays all new cases.
Filters
The following filters are set in the article extras.
| Property | Description |
|---|---|
| Processes to display | Case Management, Collect Information Task, Generic Response Task, Investigate Task |
| Filter expression | form_casetype="complaints" AND form_status="new" OR form_status="service request" |
Stage 1
When a case is at stage 1 it moves to this article. It shows assigned tasks, and those that need to be claimed.
Filters
The following filters are set in the article extras.
| Property | Description |
|---|---|
| Processes to display | Case Management, Collect Information Task, Generic Response Task, Investigate Task |
| Filter expression | form_casetype="complaints" AND form_status="stage 1" |
Stage 2
When a case is at stage 1 it moves to this article. It shows assigned tasks, and those that need to be claimed.
Filters
The following filters are set in the article extras.
| Property | Description |
|---|---|
| Processes to display | Case Management, Collect Information Task, Generic Response Task, Investigate Task |
| Filter expression | form_casetype="complaints" AND form_status="stage 2" |
Resolved Complaints - Pending Close
Once a complaint has been resolved, it's held here until you want to fully close it.
Filters
The following filters are set in the article extras.
| Property | Description |
|---|---|
| Processes to display | Case Management, Collect Information Task, Generic Response Task, Investigate Task |
| Filter expression | form_casetype="complaints" AND form_status="stage 1 resolved" OR form_status="stage 2 resolved" OR form_status="enquiry resolved" |
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