Details, Status, Summary and Target SLAs

The main view of Case Management provides a summary of the case and includes the case type, subtype, reference, status, case manager (ie the current staff user the case is assigned to), status, completion target and number of subscribers. If the case was raised via Assisted Service, the staff member who assisted the user is recorded in the "Initial assistance" field.

If a case has been reassigned the table will also display the reassignment reason.

Subtype

Cases can be configured to have Subtypes, which are a way for them to be categorised. This case type is used for allotment enquiries. It has a subtype of "Replacement Keys":

Change Subtype

Press "Change subtype" to open a new drop-down with the subtypes that can be assigned:

Pick the one you'd like to use.

Outcome

Changing a subsite:

• Adds a private note to the case history 

Configuration

Case subtypes are defined in the Subtypes configuration.

Status

Cases have three default statuses: "New", "Open" and "Closed". Additional "open" statuses can assigned while the case is being worked on.

Change Status

Press "Change status" to open a new drop-down with the possible statuses:

Pick the one you'd like to use.

Outcome

Changing a status:

• Adds a public note to the case history
• May send an email to the user if you have a "Status updated" template set up. This is not a standard template and needs to be created manually

Configuration

Case statuses are defined in the Status configuration.

Subscribers

If other users, other than the person who raised the case, have subscribed to receive updates, a count of them will appear here.

Note that subscriptions are a feature that other products, like Report It, make use of. In normal use people cannot subscribe to existing cases. Subscribers are added via an API call into Case Management. In this release subscription notifications are limited to an email when the case closes.