Case Information
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.
Subscriptions are a feature that other products, like Report It's Existing Reports, make use of - subscribers are added via an API call from Report It into Case Management. In normal use people cannot subscribe directly to existing cases.
Currently subscription notifications are limited to an email when the case closes. The email uses the "Subscriber" variant of the "Close case" email template.
