Case Management 1.34.1002

Released 06/12/2022

Performance and Refactoring

The Case Management workflow has been simplified and and refactored, with a range of elements now handled directly via the Case Management forms and End Points. This has reduced API Server traffic, increasing performance and improving maintainability.

System Notes

The system notes added to a case's history when actions are performed can now be customised. Examples of system notes include the case being assigned or reassigned, the status changing, attachments being added or removed, and tasks being created or updated. To override the default notes, a new section has been added to the Environment Configuration End Point.

Case Management now also logs private notes whenever someone claims or unclaims the case.

Support and Diagnostics Tools

A range of utility features that let you inspect, close, delete and copy cases, see an overview of all case configurations, and generate reports on open cases, emails and errors.

See the new Support and Diagnostics Tool article for a full description.

Bulk Closing Cases

A new closeResolvedCases utility End Point can close cases based on the length of time they have spent at a particular status with no activity recorded against them. It can perform a dry run of the close operation and send a report of the cases that were/could be closed to one or more recipients.

See Bulk Closing Cases for how to set this up.