Case Management uses the following groups and articles.
User Groups
When Case Management is first installed the following groups are created automatically. They are held within the root
| Group name | Description of group purpose |
|---|---|
| The general group for case manager users, sub divided into case types | |
| Users in this group can have tasks assigned to them. May be sub divided by case or task type | |
| A container for the two main non-manager user groups which includes system users | |
| Users who can use the configuration forms to create new cases and tasks | |
| All users who can raise cases. Normally this should include group(s) for registered users and the anonymous user. If members of staff are allowed to raise cases, then include them too |
When making a new case type, it is recommended that you copy the case type example
Articles
Case Management expects the following articles to be present. The article IDs or friendly URLs of the first four are added to the Environment Configuration End Point.
| Article type | Article description | Template | End Point Property |
|---|---|---|---|
| User Requests | An article for users to track their requests, secured to the default user group | User Requests. Select Case Management from the process list in extras. Don't specify labela values and don't display private events | pathCitizen |
| Anonymous view | An article anonymous users will be directed to for request tracking. This should be hidden from normal navigation | Forms Service. Relate the "Case Status" form. When supplied, the relevant task form is calculated from the business key | pathAnon |
| Staff self-service article | An article for staff to manage cases | Self Service. Select Case Management and Case View and any "task" related processes from the process list in extras. The assigned and claimable panels should be enabled | pathStaff |
| Staff case view | This article isn't (generally) viewed directly. It is linked to from the case search results and dashboard articles when viewing case details and sent out in email links. Any user who needs to view case details without using Self Service needs permission to see this article | Forms Service. This should have the "Enquiry View" form related to it. Ensure appropriate security groups are assigned | pathEnquiry |
| Search cases | The main staff case search. You could create several of these articles each secured to different users to search different case types | Case Management Search. Ensure appropriate staff security groups are assigned | |
| Dashboards | Dashboards section home with navigation for generic data and specialist case types | Create Forms Service articles for each dashboard you've installed | |
| Configuration | An article for the Configuration Manager | Forms Service. This should have the "Configuration Manager Product Selector" form related to it, secured to the CM-CONFIGURATORS user group. This is normally outside of the Case Management area |
Last modified on January 29, 2024
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