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Assigning and Claiming Cases

When a case is raised it creates a claimable task for your case managers. Case managers are organised into groups, and your case configuration will include the site user group the case can be claimed by.

Cases can be claimed and tasks carried out using the standard controls available in the Self Service and User Requests templates. There's an overview of how to set them up in the Case Management with Self Service and User Requests article.

Assigned Tasks
 

Once claimed a case remains with a case manager until they unclaim it (returning it to the list of tasks for other users) or assign it to another team or staff member.

Case Description

The case description is made up of the name of the person who submitted the case, taken from the form that raised the case, and the case name set in the case configuration. The case name will be combined the the case subtype if one has been set.

Task Descriptions

The task descriptions update as a case progresses. Should a case manager return to the Self Service article part way through an activity (eg creating an appointment, adding a task, extending a target etc) the name of that activity also appears in the task description and takes the case manager back to that activity when clicked.

You can customise the task descriptions for your case type in the Task Titles configuration section.

Dynamically Assigning Cases

You can also assign cases dynamically to groups. If the form that raises the case includes a field called CASEMANAGER, and the value of that field is one of the groups listed in the "Auto assignment" field in the Groups configuration, the case will be assigned to them.

History Notes

When a case is first assigned to a group of case managers, a private note is added to the case history. Individual case managers claiming or unclaiming cases also gets recorded in history, but isn't visible in the history view available in The Case Manager Interface and Actions.

There's more information about case history in the History Records reference section.

Emails for New Cases

Members of eligible case manager groups optionally receive an email using the "New case - Case manager" template. This is set up in the Emails and Notifications case configuration.

Last modified on 17 October 2022

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