Most of the options in this section are set when you first configure the case. See Creating New Case Types for more information about the initial setup.
Settings
| Setting | Default | Description |
|---|---|---|
| Additional Details Tab and Form | No | You can extend the case management interface by plugging in an additional form of your own design, accessed via the "Additional" tab. Enter the name of the form you'd like to use. See Additional Details for more information |
| Additional Details Tab Title | "Additional" | The title of the tab in the case management interface |
| Case Name | Set when creating the configuration | The name of the case type as it appears throughout Case Management. The name you enter will be visible to staff and users using templates like Self Service and User Requests, appear in emails, recorded in the case history, and used in any dashboards and reports you have set up |
| Case ID | Set when creating the configuration | A unique ID for the case type, set when the configuration is first created. This ID must also be set in the form used to raise cases of this type |
| Tokenised Case Type | - | If you have a multi-language site, enter the internationalisation token of your case name |
| History Label A | "Case Management - [case name]" | This history label identifies all of the history records for cases of this type. These labels always have the format "Case Management - " followed by the case name. Once set it cannot be changed |
| From Address | Set when creating the configuration | The address emails will appear to come from |
| Names in Case History? | Set when creating the configuration | When the person who raised the case views the case history via User Requests, whether or not it will include the names of users who have interacted with the case |
| Email Template Application | "Case Management - [case name]" | Every case type automatically generates a set of email templates when it is first created. You can change the template set the case type uses here |
| System User | CMSYSTEMUSER | The CMSYSTEMUSER site user is used by case management to start automated tasks. This site user should be in the CM-USER-SYSTEM group (which is itself in the CM-USERS group). The user doesn't need a site login |
| Email Case Manager Group | No | This toggle can disable all of the emails that get sent to the case manager group when cases of this type are raised, reassigned or closed. Individual emails can also be configured in the Email Content settings |
| Hide Email Addresses | No | Set this as "Yes" so that emails to groups of case managers are sent individually to each user (recommended). If "No" then the all email addresses will appear in the "to" field |
| Tasks - Option to send contact details | No | If "Yes" a case manager creating a task will have the option to include the contact information of the person who raised the case with the task information. If "No" the information won't be included and the checkbox option hidden. The "editable summary" option also needs to be enabled in the task configuration for this option to work |
| Tasks - Option to link to full case | No | If "Yes" a case manager creating a task will have the option to include a link to the full case details with the task information. If "No" the information won't be included and the checkbox. The "editable summary" option also needs to be enabled in the task configuration for this option to work option hidden |
Last modified on December 15, 2023
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