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What is a Case?

A case is a request raised by a user. It might be a complaint, an FOI request, a fly-tipping report, a licence application or anything else you need to track and process.

Cases are generally reviewed by a case manager, who may carry out tasks, create tasks for other users, book appointments, escalate and assign the case to other teams, request further information, and respond to the user before finally closing the case. Case Management can also automate much of this.


Cases are raised when a user submits a form that starts the Case Management process. You can use the platform's forms designer to create your own forms for raising cases, asking questions and collecting whatever information you need from the user.

You can create custom forms for each type of case you need. There's a form snippet that should be placed on the final page which hooks up your form to the Case Management workflow process. See Creating New Case Types for more information.

A Workflow Process

An active case is a process in the platform's workflow engine. It will have a range of tasks that can be claimed by case managers to work on, or assigned to other users to complete. The workflow process does the job of tying together all of the actions that can be performed on a case. When a case is resolved, the workflow process ends.

History Records

A case saves data to the platform's history service. The history of a case includes all of the actions performed on it, notes, attachments, details about SLAs and escalations, and a record of who did what when. Each case writes several records, some containing personal data, others purely for reporting. You can see more detail in the History Records section.

Last modified on August 26, 2021

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