Case Management

Case Management delivers case handling and CRM capabilities via your website. It integrates with other elements of the platform, allowing your users to track their cases via My Account and User Requests, and your staff to work on cases using the Self Service template.

Overview

Quick Guide

What is a Case?

Case Management How-to Guides

Raising and Tracking a Case

Assigning and Claiming Cases

Quick Guide

Can't find what you are looking for? This guide should get you started.

See more (Go to Quick Guide)

What is a Case?

A case is a request raised by a user. It might be a complaint, an FOI request, a fly-tipping report, a licence application, or anything else you need to track and process.

See more (Go to What is a Case?)

Case Management How-to Guides

Quick step-by-step guides to using and setting up Case Management.

See more (Go to Case Management How-to Guides)

Raising and Tracking a Case

Users raise cases by submitting forms. They can track their case via their account and via email notifications sent out a key stages.

See more (Go to Raising and Tracking a Case)

Assigning and Claiming Cases

How cases are assigned and claimed, and how they appear in the Self Service template.

See more (Go to Assigning and Claiming Cases)

Quick Guide

Can't find what you are looking for? This guide should get you started.

See more (Go to Quick Guide)

What is a Case?

A case is a request raised by a user. It might be a complaint, an FOI request, a fly-tipping report, a licence application, or anything else you need to track and process.

See more (Go to What is a Case?)

Case Management How-to Guides

Quick step-by-step guides to using and setting up Case Management.

See more (Go to Case Management How-to Guides)

Raising and Tracking a Case

Users raise cases by submitting forms. They can track their case via their account and via email notifications sent out a key stages.

See more (Go to Raising and Tracking a Case)

Assigning and Claiming Cases

How cases are assigned and claimed, and how they appear in the Self Service template.

See more (Go to Assigning and Claiming Cases)

Search the Case Management Docs

Using Case Management

Case Handling

All of the things a user can see and do when working on a case.

Case Search

You can search for cases using a range of filters and keywords. The results are displayed in a list or map, and provide links to view the full case details.

Case Management Dashboards

Case Management includes the following dashboards which allow you to report on active and closed cases, compare time periods, and get an overview of current workload.

See more (Go to Using Case Management)

Creating New Case Types

A step by step guide to creating the forms and configuration for your new case type.

Creating New Case Types - Before you Start

A checklist of things to consider before creating new case types.

Creating New Case Types - Create a Form to Raise a Case

You can link any of your forms to case management by adding a pre-built form snippet and updating the Case Management configuration.

Creating New Case Types - Case Configuration Wizard

New case types can be set up for Case Management by adding snippets to your case forms and running the Configuration Manager.

Creating New Case Types - Publish your Form

Once you have created a form to raise a case and set up the case configuration, you are ready to publish.

See more (Go to Creating New Case Types)