Creating New Case Types

When you create a new case type in Case Management, as well as designing the form that users will fill out to raise a case, you'll need to plan how the case is going to be handled and what business rules will apply to it.

This checklist sets out the minimum you'll need to think about before creating a new case type. Almost all of these settings can be updated in the case configuration once they've been set.

• Your case type needs a unique name and a description. You can categorise cases within a type using the case Subtypes
• Does your case pass through formal Case Stages?
• What statuses might you need?
• What needs to happen to resolve the case? Will you need to set up different Closure Reasons
• Who is going to handle the case? Which User Groups will be involved?
• Are cases subject to SLAs and Working Hours
• Are there any formal Tasks that need to be carried out?
• What Emails and Notifications should be sent?
• Should case linking be enabled?
• Will you need to be able to Convert Case from one type to another?
• Are there any automated Case Routines that need to run?

And of course, you'll need to design a form to raise your new case type, which is covered on the next page.