Managing casework
- Copy Space for Confluence
- Mohamed Patel
The following features are available in the Manage 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.
- My cases
- My tasks
- My correspondence
- Calendar view
- Unassigned work
- All casework
- Recent cases
- Administer (team administrators only)
My cases
The My cases link provides a personalised detailed view of all open cases for which the current user is responsible.
The list of cases is sorted by date received, you can sort the lists of cases by clicking on column headings, such as Name or Due date.
Select the case title for a list of actions for that case.
Understanding the information being displayed
Name - is the name of the main contact (such as the customer or applicant).
Status - is the current status of the case. If the status of the case is displayed in bold, the case has been recently updated by another user.
Rating - is the rating which the case has been allocated and depending on the rating the target number of days may be different. Depending on your configuration then these rating labels may be different from Low, Medium and High.
Due - if the case has no stages then this is the date that the case is due to be closed. If the case has stages defined, this is the date that the current stage is due to be closed. If the date is red then it is overdue.
Print this page icon to print the list of cases.
My tasks
The My tasks link provides a personalised detailed view of all uncompleted tasks for which the current user is responsible.
The list of tasks is sorted by date received, you can sort the lists of tasks by clicking on column headings, such as Case or Due date.
Select the task title for a list of actions for that task.
Understanding the information being displayed
Due - is the date that the task is due to be completed by. If the date is red then it is overdue.
Case - is the case type and case reference number of the case this task is associated with.
Name - is the name of the main contact (such as the customer or applicant).
Print this page icon to print the list of the tasks.
My correspondences
The My correspondences link provides a personalised detailed view of all draft letters and emails assigned to the current user.
The list of correspondence is sorted by date received, you can sort the lists of correspondence by clicking on column headings, such as Recipient or Due date.
Select the correspondence title for a list of actions for that case.
Understanding the information being displayed
Type - is the type of correspondence.
Recipient - is the person who the correspondence if for and could be any of the case contacts.
Due - is the date that the correspondence is due to be sent by, if there is no date set within configuration then "No target" is displayed. If the date is red then it is overdue.
Case - is the case type and case reference number of the case this correspondence is associated with.
Print this page icon to print the list of correspondence.
Calendar view
Use this screen to view your tasks and letters on a calendar. Click on the Day or Week buttons to switch between weekly and daily views. Click on the color coded entries to drilldown into the letter or task.
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Unassigned work
The unassigned work link is only available to users with Team or System administration privileges. The link is used to display a list of unassigned cases for the team (or teams) that the user administers.
Use the Unassigned work link to view a list of unassigned cases. The displayed order of the returned list of cases can be changed by clicking on any of the column titles.
If mapping integration has been implemented for the casework portal, use the View on map link to display unassigned cases as icons on a map.
Understanding the information being displayed
Case - is the type of case.
Name - is the name of the main contact (such as the customer or applicant).
Status - is the current status of the case. If the status of the case is displayed in bold, the case has been recently updated by another user.
Rating - is the rating which the case has been allocated and depending on the rating the target number of days may be different. Depending on your configuration then these rating labels may be different from Low, Medium and High.
Due - if the case has no stages then this is the date that the case is due to be closed. If the case has stages defined, this is the date that the current stage is due to be closed. If the date is red then it is overdue.
Print this page icon to print the list of recently accessed cases.
All casework
If you access to view casework across all teams you will have the All casework link on the left hand menu.
Understanding the options being displayed
Case type - you can restrict your results to specific case types which are set up within your configuration.
Due date - this will restrict your results to any overdue, due in the next 1 to 7 days or simply all casework for the team(s).
Show - the radio buttons restrict your results to cases only, tasks only or all cases and tasks.
Enter your criteria then Search.
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Understanding the information being displayed
Type - is the type of case.
Name - is the name of the main contact (such as the customer or applicant).
Status - is the current status of the case. If the status of the case is displayed in bold, the case has been recently updated by another user.
Rating - is the rating which the case has been allocated and depending on the rating the target number of days may be different. Depending on your configuration then these rating labels may be different from Low, Medium and High.
Due - if the case has no stages then this is the date that the case is due to be closed. If the case has stages defined, this is the date that the current stage is due to be closed. If the date is red then it is overdue. If the date is red then it is overdue.
Print this page icon to print the list of recently accessed cases.
Recent cases
The Recent cases feature is available to all users with access to the Manage Cases tab. The link is used to display a list of cases (no more than 20) recently accessed by a user. Any cases updated updated by other users have a status displayed in bold text.
Use the Recent cases link to view a list of cases that the user has recently accessed. The maximum number of recent cases displayed will be 20.
The list of cases is sorted by date received, you can sort the lists of cases by clicking on column headings, such as received or due date.
Select the case title for a list of actions for that case.
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