My cases AS

The My cases tab allows users to perform case management actions, including listing open cases and recording actions on individual cases. It also provides features to allow users to search for cases, display lists of cases or change case management preferences. Details on the use of the Summary charts can be found here.

Open

Managing casework

Managing casework section describes the features which are available in the My cases tab of the system allowing you to search, view and manage cases. When using the manage cases tab you are working in the context of the caseworker and not the customer so any changes made to the case will not be reflected in the customers contact history. If a customer calls you for example and you want to record that as a case note then you should go to the Manage contacts tab and search for the contact then record actions from there.

There are options which allow you to view and manage your casework which best suites how you work, you can also set personal preferences for loading a signature (used in correspondence), notification preferences, and display preferences for you casework.

Dealing with a case

Dealing with a case section describes how to manage an individual case looking in detail at the case management screens, and the options available to the caseworker;

• The Status Tab

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  • ‘What’s next’ area - Correspondence & Tasks

  • What's done area

  • Form details

  •  Case details

  •  Edit case details 

  • Mark case as confidential

  • Re-Categorise a case

  • Withdrawing a case

  • Risk - change a case priority

  • Re-assigning case to another team or officer

  • Link to another case

  • Notes 

• The Contacts Tab

• The Stage Tab

• The Documents Tab

• Classifications Tab

• Timeline Tab

• The Audit Trail

• RSS feed

Dealing with tasks

Dealing with tasks describes in detail how to complete the various types of tasks in the system whether a task requires a simple confirmation that you have completed the task, completion details to be recorded or a task prompts you to complete an additional form. Tasks may be added to the process automatically via the workflow or by adding a task on an adhoc basis when required.
You can also see how to complete some of the standard task such as;

• Get comments from another person

• Get comments from another team

• Get comments from customer

• If you need to complete a get comments task

• Conference Call

• Meeting

• To do item
   

Dealing with correspondence

Dealing with correspondence describes in detail how you process letters and emails. Correspondence may be added to the process automatically via the workflow or by adding a correspondence on an adhoc basis when required.

Correspondence within the system are generated from templates and standard correspondence paragraphs which are created and managed by your System Administrator.

Find cases AS

You can search for cases by a person's name, email address, or by a case reference number. You can search for cases received within a date range, by a specific team, individual case type, by case contact, name or address.