Case Search - Classic

Archive
This article describes an old version of Case Search. See Case Search for the latest

You can search for cases using a range of filters and keywords. The details in each result are configurable, as are the search input fields. Results also provide links to view the case details.

Search Form

The fields that appear on the form are set in the article extras. You can choose from:

• Date range
• Case type
• Case status
• Keywords
• Name (of the user who raised the case)
• Address
• Email Address
• Telephone number

Dates

Search for cases opened or closed in preset ranges (today, yesterday, this/last week, this/last calendar month) or in a custom date range.

Case Type

The search will only return cases of certain types. The case search article extras list all configured case types - select the ones you'd like to appear.

If you don't pick any, none will be searched and the page will display the message: "Search unavailable as no case types are specified in the search article extras."

Note that other than article security and the case types configured to return, there is no additional security checking of the results. If a user can access the search, they can see all of the cases it is set up to search (there is permission checking applied to the "View case" button, see below). Unless you want cases of every type to come back in the search, we recommend creating multiple case search articles, secured to different user groups and set up to search different case types.

The case types you've set up in the article extras appear as options in the drop-down filter on the search form.

Case Status

The status drop-down includes new, open, closed, escalated and on hold by default. If your case types have additional statuses, you can add them as filter options in the "Additional status types" field in the article extras.

Keywords

Searches by the user's name, email, case reference number, or the name of a user the case was raised on behalf of (ie via Assisted Service).

Targeted Fields

The name, address, email and phone number fields will only search for values within those specific fields. For this functionality to work, your forms that are used to raise cases must follow the mappings described for the Start Workflow field in Create a Form to Raise a Case.

Results

Each result displays the name, case reference, opened date, closed date, case type and case status.

You can pick additional information that appears in each result using the checkboxes in the article extras of the Case Management Search template. Choose from:

• First line of address
• Full address
• Postcode
• Email
• Phone
• Case sub-type
• Case manager
• Initial assistance (the name of the staff user who raised the case via Assisted Service)

View Case Button

The "View case" button links to a simplified view of the case known as the "Enquiry view". The button will appear for users who who are members of the "Enquiry Groups" in the Groups case configuration, and for the case managers responsible for the case type.

This case view includes the case details, current tasks, case history, and email logs, as described in the The Case Manager Interface and Actions section.

It is possible to add notes to the case history and to update the user's name, email phone number and address. Adding a note or amending the details of the person who raised the case will send an email to the current case manager using the "Updated by staff" and "Contact details updated" email templates (if enabled).

The full rules for determining who can view a case, and the actions they can perform, are described in the Case Management and Assisted Service reference article.

Creating Case Search Articles

You can create multiple case search articles with different settings if you need to.

Create an article in iCM and secure it to an appropriate user group. The article should use the Case Management Search template. This will provide all of the settings on the article extra tab described above.

Relate the CASEMANAGEMENTSEARCH form to your article.