Released 28/01/2022
New Features
- CM-81 - Cases can now be linked. See Linked Cases
Improvements
- CM-866 - Improved guidance text when configuring tasks to make it clear that you need to enable the "editable summary" option if you also want to allow case managers to include a link to the case when creating a task
- CM-1356 - All limits to file upload sizes in the case management forms have been removed. File upload size limits are now taken from the Attachments section of the case configuration. Defaults are also set in the Environment Configuration
- CM-1401 - The scheduled task for history digests (which provides data for the various dashboards) now shows more meaningful error messages in the scheduled task logs
- CM-1426 - When converting a case from one type to another, the current case manager has the option to remain the case manager (assuming they are also a valid case manager for the new case type). In previous versions when you converted a case it would be removed from the current case manager and appear as a claimable task for the new case manager group, even if the case manager was a member of the new group. See Converting a Case for a full description. Note that this new functionality is only available for cases raised after this update has been deployed
Video Guides
This video demonstrates the new case linking feature.
Hi and welcome to this new features video for Case Management. Today we're looking at linking cases, released in version 1.26. In this scenario imagine a customer has raised a case to report a problem with a delivery. Later on the same customer raises a second case, this time a formal complaint. We are going to link the two cases together. Here's the complaint case. I can open the "Linked Cases" tab, then press "Add linked case". I need to enter the reference number of the case I'd like to link. I can see the type of case I'm linking to, and it's current status. Because I'm in a user group with permission to view the original case, I also get a link to view the full case details. I can then select the type of link. In this case the complaint was caused by the delivery problem. I can optionally add notes explaining why I'm creating the link. Once a link has been added, it appears in a table on the linked cases tab. Here I've got options to view the linked case, edit the link, or remove the link. Whenever you create, edit or remove links, private notes are also added to the case history. These notes are only visible to the case manager. Now, if I go to the original case about the delivery problem, and open the linked cases tab, I can see a link has automatically been created back to the new complaint case. For more information about linking cases and setting up different types of link, visit our documentation site.Transcript for Linking Cases
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