Teams are the groups of users that can be assigned services or cases and can also manage casework.


The Teams link will be displayed if you have Team Administration or System Administration access.

Viewing which users are members of a team
Manage team settings
User notices
Add users to a team
Remove a user from a team 
 Setting users team privileges

To set up new teams see Add a new team to the Service menu (opens another page)

Team members

In Administration go to Teams in the features area of the left hand menu.
Select the team from the drop down list.


Once you have selected the team, you will get the following screen.


Add member - to add a user to a team.

Team details - to change the details and settings for the team.

User notices - to display a on screen message to users of the team when the log in. 

Team settings - based on configuration you can set up different logos, paragraphs, copyright information etc. to populate correspondences.

Remove team - to remove the team.

Contact details - the users contact details (see users for more details).

General access privileges - to view an amend the users general access privileges.

Team privileges - to view or amend that users team membership details, there role within the team.

Reassign casework - to transfer all casework assigned to a team member, select the new team member to assign the work to him/her. Alternatively, select the 'Unassign' option to unassign all this user's casework which can then be assigned on an individual case basis.

Remove - to remove the user from the team.


Manage team details

Click on Team details


The following screen will be displayed.


Name - The team's name, contact details (phone and email address) are used when a user (user or customer) submits a form that has been linked to the service menu. The transaction details section of the form’s summary page (displayed after submission of the form) will display the team name, contact phone number (if set) and contact email address (if set). The contact details can also be used in correspondence templates, standard paragraphs and knowledge base articles using the Insert merge item option.

Team code - Do not change as we use this sometimes in formulas.

Phone number - You can set a team contact telephone number which is used in correspondence.
Email address - You can set a team email address which is also used for sending email notification of new unassigned cases.
 
Please specify if you wish to automatically assign cases - Select the option most appropriate for the team:

  • Automatically assign all casework to the team administrator - This checkbox ensures all new cases for that team get assigned to the team administrator who can the look at the case and decide to accept/reject the case and assign it to one of their team members (you must ensure you have a user within the team who is a team administrator see users for details of how to do this). If you have more than one team administrator the system will assign the case to the last administrator added. You may therefore have to remove and then add again the administrator you want to assign cases to.

If any of the option to Distribute cases across team members is selected, you will need to set the priority level for each team member:

Select Priority not set:

You will need to enter the maximum number of cases they are allowed to manage. This applies across all teams they are a member of. If you don't want the case to auto assign, please leave to '0'. 

Allocation priority - this range from 1-5. For those case worker you want to allocate cases first, set to '1'. If the maximum number of cases is exceeded, the system will try and allocate to those who are backups and have been set to '2' and so on. If there is nobody they case will end up in the Unassigned area. If somebody is on leave or you don't want them to have cases please set the priority level to '5' and maximum number of cases to '0'



Topping of cases assigned - For automated case allocation, this feature allows you to automatically top up the number of cases for a team member by a given number when (and only when) they first login on a given day. This option may be configured for each team as shown below:
If users have an auto-allocation cap, this only applies to auto-allocated cases - cases can still be manually assigned to this user past their limit. However, if a user has a cap of 10, for example, and they've been manually assigned over 10 cases, then they won't be able to be assigned any cases automatically, until their overall case number drops below 10 (even if all of their cases were manually assigned).  
If a user is in multiple teams, neither team would take priority over another, cases would just be assigned when they become available. However, if a user's priority to was set to 1 in Team A and a lower priority in Team B (priority column appears once you select the distribute cases assignment options), for example, then Team A will in theory take priority (although if the volume of cases is higher to Team B, or if Team B has fewer users, then this may not always work).
If the teams have a different cap in each team, the lowest cap will be their cap for ALL auto-allocated cases. So for example, if they have a cap of 15 in Team A, but a cap of 10 in Team B, when they hit their cap of 10, they won't be able to be auto-allocated any new cases (even in Team A).
Allow caseworkers to 'get the next case' - A caseworker can get the next Unassigned case for the team automatically allocated to them with this option. The oldest case will be allocated first.
 
Notifications of Unassigned work - Additional email notifications of unassigned casework to the team email address listed above.


Once you have viewed/amended the team details then Next

User notices

You can display a on screen message to users of the team when they log in. Select User notices.


You can provide an date when the notice will expire and leave it blank if there is no expiry date.

When team members log in to the system, the message will be displayed:

Team settings 

We can set up for you to add and amend specific team details, for e.g. logo, address and also specific paragraphs including copyright information. These can then be set up to display on correspondences.

Remove team

You can remove a team altogether using this option. The system will display a message to confirm the action.

  

Add users to a team

Click on Add member


The following screen will be displayed:

  • New iCasework user - this option will give you the blank user details screen where you can add a new user to the system.
  • Existing iCasework user - this option will allow you to search for a user currently set up within the system.


Choose the relevant option then Next



New iCasework user

Enter the details for the new user in the appropriate fields then Next

The user is now added to the team.

Existing iCasework user

Start typing the user name of the as you type you will get a list of users which match the name being typed in, when the user you are looking for appears click on their name.

 The user is now added to the team. You can then edit team privileges as above.

Remove a user from a team

You can remove a user completely from a team or simply put an end date to their team membership which is recommended as it preserves their actions in the audit trail.

Click on Remove next to the user you wish to remove from the team.
 


Setting users team privileges

The Team access privileges are the only settings that can be changed for each team that a user has been added to. All of the other settings are global changes for the user.

Select Team privileges .


Understanding the information displayed

 

Team administration - To give the user the ability to:

  • Administer all cases within their team regardless of who it is assigned to (they will be the only ones who can see unassigned cases for the team).
  • Administer the team privileges from an officer in their team and also reset password and change user details from the Administration tab.
  • Receive notifications of unassigned work.
  • Receive notifications of overdue work.
  • View confidential cases assigned to their team regardless of who it is assigned to.

Case management - To give the officer default case management privileges for that team.

No case management - If the user should not have any access to manage cases assigned to that particular team.

Select a Start Date and End Date (if relevant) to control the time span of the user's Team membership.


Set the users team membership privileges then Next