This tab holds details about the case, as originally raised by the user.
The first section acts as a summary and includes the case type, subtype, reference, status, case manager (ie the current staff user the case is assigned to), status, completion target and number of subscribers. If the case was raised via Assisted Service, the staff member who assisted the user is recorded in the "Initial assistance" field.
If a case has been reassigned the table will also display the reassignment reason.
Cases can be configured to have Subtypes, which are a way for them to be categorised. This case type is used for allotment enquiries. It has a subtype of "Replacement Keys":
Pressing "Change subtype" opens a new drop-down with the subtypes that have been configured for the case.
Cases have three default statuses: "New", "Open" and "Closed". Additional "open" statuses to represent various stages of a case that's being worked on can be set in the Status section of the case configuration and picked by a case manager during the case lifecycle.
Changing the status of a case records the change in the case history as a public note and emails the user who raised the case.
If other users, other than the person who raised the case, have subscribed to receive updates, a count of them will appear here.
Note that subscriptions are a feature that other products, like Report It, make use of. In normal use people cannot subscribe to existing cases. Subscribers are added via an API call into Case Management. In this release subscription notifications are limited to an email when the case closes.
There are three ways that information can be displayed from the original case submission. These are set up in the Read Only section of the case configuration.
This button is the standard way to display case details. It uses the form that created the case to display the original submission and can use the form's "Custom read-only" template.
To enable this button select the "read only template" option in the case configuration.
The show/hide case highlights button displays select information from the case. When configuring your case type, enter the names of the form fields you'd like to display here. The configuration also lets you set your own labels. In the example above, the form used to raise the case had fields called SUMMARY and DESCRIPTION. You can add as many fields as you like.
Case highlights will also be displayed when creating tasks within a case.
View Case Form
This button provides the most customisable view of the case details. It uses a completely separate form, named in the case configuration, to display the original form submission.
This section displays contact details submitted by the user who raised the case.
Case managers and monitors (eg "Enquiry Groups" accessing the case via the search) can update the information in this section using the "Change" links.
Updates may send an email to the case manager and user who raised the case using the "Contact details updated" email template, depending on your case configuration.
Case Completion Targets - SLAs
In Case Management SLAs (Service Level Agreements) are known as completion targets. All targets are calculated from the time the case is raised.
Setting a Target
In your case configuration, you can set an SLA target, and whether calendar or working days are used. The target can be set in days or hours (but not both). If you enter a target of 0, no SLA will be set when the case is created.
If no SLA is set, the case configuration lets you choose whether or not the case manager can set it manually. If a target is set manually, it will be applied from the case creation date, not the date the target is set. It is not possible to manually set a target that would automatically result in a breached SLA.
See SLAs and Working Hours for a description of the configuration options.
Extending a Target
In the case configuration you can allow the case manager to manually extend a case's target.
If enabled, the "Extend case completion target" link displays a form that lets the user add a number of hours or days to the current SLA. The new SLA is calculated and displayed before saving.
Any notes added when extending a target will appear as a private note in the case history.
SLAs can be paused automatically when a case manager uses the Contact feature. The SLA will resume when all the questions have been responded to, or can be unpaused manually by the case manager if enabled in the case configuration.
Once cleared, the case manager could manually set the SLA (if enabled in the configuration) or a new SLA could be set using the appropriate API call or routine action.
When a target is breached the case becomes escalated. An email is sent to the assigned case manager, or all eligible case managers if not assigned.
The email uses the "Case target breached - Case manager" template.