Manage cases
When a project is published, Case Manager creates a dashboard for it. The Case Management tab is where your workgroup does the work: picking up cases, recording what they’ve done, and closing them off.
Opening the dashboard
Section titled “Opening the dashboard”On the Case Manager home page, click View on a published project. Members of the project’s workgroup can also find it on Portal home.
The dashboard has three tabs:
| Tab | What it’s for |
|---|---|
| Case Management | Work through the cases. |
| Connect | Talk to your team and share files. See Connect. |
| Reporting | Track volumes, statuses and performance to SLA. See Reporting. |
Filter by month
Section titled “Filter by month”Choose a month in Filters to see only that month’s cases, then click Apply. Click Clear to go back to all months. The filter also applies to the Reporting tab.
Case statuses
Section titled “Case statuses”| Status | Colour | What it means |
|---|---|---|
| Pending | Pink | A new case that nobody has picked up yet. |
| Open | Purple | Someone is working on it. |
| Complete | Navy | It’s been dealt with. |
| Overdue | Orange | It stayed Pending for longer than the project’s SLA. |
The status tiles at the top of the tab show how many cases have each status. Click a tile to show only those cases. Click it again to show them all.
Case tiles
Section titled “Case tiles”Each case is a tile, coloured by its status.
- The front shows the Case ID, Date Raised and the case details, such as the customer’s name and contact details.
- The back shows the trigger variables, such as the rating or comment that raised the case. Click the flip icon at the top right to turn the tile over.
- The priority (high, medium or low) shows at the top, if an alert rule set one.
- The assignee shows as an avatar at the bottom right. Hover over it to see their name.
The tab shows 12 cases per page. Use Previous and Next at the bottom to page through them. The case count is at the top right.
Assign cases
Section titled “Assign cases”Click the assign icon on a case tile.
- Admins choose a workgroup member in the assignment dialog and click Assign. The person you assign it to is notified, unless you’ve assigned it to yourself.
- Resources can only take cases for themselves. Click YES when asked “Do you wish to assign this case to yourself?”
If nobody is ticked in the assignment dialog, you’ll see “No assignments. Please tick one of the tickboxes below to complete the assignment.”
Add notes
Section titled “Add notes”Use notes to keep a record of what’s been done on a case, such as calls made and what the customer said.
- Click the edit icon - On the case tile. The dialog shows the case ID and status, and any notes already added.
- Type your note
- Click Save
Each note shows who wrote it and when. Notes are included when you download the cases.
Update a case’s status
Section titled “Update a case’s status”Choose a new status from Status at the bottom of the case tile.
Pending, Open and Complete cases can be moved to any of those three statuses. An Overdue case can only be moved to Complete.
Work on several cases at once
Section titled “Work on several cases at once”- Click a status tile - For example, Pending. The bulk actions appear at the top of the case list.
- Select the cases - Tick the checkbox on each case, or tick Select All.
- Assign them or change their status
- Click Assign to assign them all to one person. Resources can only assign cases to themselves.
- Choose a new Status to change them all. The statuses you can choose depend on the status tile you clicked.
Search and sort
Section titled “Search and sort”- Search: click the search icon and type. It looks in the case ID, date raised, case details and trigger variables.
- Sort By: click the sort icon and choose what to sort by, such as Assignee, Priority, Case Status or one of your trigger variables. Then choose Ascending or Descending.
Download cases
Section titled “Download cases”Click the Download icon at the top of the case list. The cases download as an Excel file, “Cases [Protected].xlsx”.
Frequently asked questions
Section titled “Frequently asked questions”Why are there no cases?
You’ll see “No cases” if nothing matches yet. Check the month filter and status tile, and that the project’s alert rules match some records. New projects can take up to 5 minutes to show their first cases.
Why can’t I move an Overdue case back to Open?
Overdue cases can only be moved to Complete.
How do I see new cases?
New cases arrive on the project’s refresh schedule. Real Time projects reload the case list every 5 minutes. Otherwise, refresh the page.