Task Management

In this mode you can pick the case types to manage without building filters, view the case details, and start working on a case once it is assigned to you.

Case Management Mode

To enable the Case Management specific features, pick "Case Management processes" in the article extras:

Select Case Types

In this mode, the list box changes to display case types rather than all of your workflow processes. Select the case types you'd like to manage with this article:

User Groups

The user groups you can reassign cases to match the "Reassignment groups" set in the Groups section of the case configuration. If you want to be able to reassign a case to other users within the initial case manager group, make sure to add that group as a reassignment group in your case config too.

Your reassignment groups also need to be picked in the "Manageable groups" list in the Task Management article extras.

To save you checking your case config, the groups are listed in brackets next to each case type:

If your case's configured reassignment groups, and the article extra's manageable groups don't match, you may still see a task (depending on your other filters) but it will be disabled and you won't be able to reassign it:

Remaining Settings

All of the other settings, like the process variable filters and columns, work exactly as they do in "standard" mode. See the previous two articles in this documentation.

Additional Features

Once your article has been set up, the following features are available.

Case Type Filter

The Task/Process filter changes to a Case Type filter:

All of the case types picked in the article extras will be in the drop-down.

Assign Dialog

When you assign the case, you'll see a similar view to the one you'd see when Reassigning a Case directly in Case Management:

Pick the group, user and reason, then enter a note. The groups and reasons are taken from the case configuration.

Viewing Case Details

The right-most column of the Task Management table includes a button that shows a summary of the case, and may link directly into Case Management. This view is similar to the Case Search details view:

It is made up of:

• Headline details about the case
• A summary of the case which uses the Read Only view
• An assign button which works in the same way as the Assign Dialog above
• If the case is assigned to you, a "Manage case" button, which will open the case to work on, and an "Unclaim case" button
• If the case is not assigned to you, but you do have permission to view the case details, a "View case details" button, which will open a view of the case in a new window

For information about what these buttons link to, user permissions, and how the URLs are constructed, see the relevant sections of the Case Search Results article.