Teams

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.

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:

• Do not automatically assign - Cases will not be assigned automatically for this team. The team will be able to access cases from the Unassigned work on the left hand menu of Manage cases or the Team dashboard. You can also select 'Send notifications of unassigned casework to the email address above' option to ensure the cases are picked up by team members.
• 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'

• 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.