A “case” is any project, transaction, service or response that is “opened” and “closed” over a period of time to achieve the resolution of a problem, claim, request, proposal, development or other complex activity. It is likely to involve multiple persons inside and outside of the organization, with varying relationships to each other, as well as multiple documents and messages.

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When the procedures are completed, the case is closed and archived. A closed case can be reopened when needed.

Every case has the following properties;

Number
Tracking number of the case. Incremented by each new case automatically.

Subject
Subject The subject of case.

Description
Details of case

Deadline Date
Deadline The deadline date of the case to be resolveresolved.

Priority
Priority of case. Can be one of the following values; None (Not specified), Low, Normal, High, Very High, Critical

Created At
Creation date of the case.

Created By
Creator of the case.

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Updated By
The user who last updated the case

Assigned To
User The user that case is assigned to.

Assigned At
Date of assign to the user.

Closed At
Closing date of the case.

Case List

When case management is enabled on the channel, case list is visible on the left side to show the case list with filter options.

Case The case list includes 3 pages to show Open, Closed and All cases but and the search box allows to filter more details about cases.

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List of the high priority cases.

Filter
This part provide provides the filter options for list cases. You can use different filter option with options together. Filter options are assigned to, assigned at, created by, created at, updated by, updated at, resolved at and closed at. 

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Select All
It provides to select cases for editing.

When click the user clicks on the case avatar or clicks on the select all button, the edit page is opened.

Edit

This feature helps to manage cases list with different options.

• Assign, use for assign of assigning the selected cases to a person. When clicked the user clicks this option, the channel member list opens and the related case is assigned to the chosen member. 
• Move to Another Channel, used  use for moving selected cases to another channel. When clicked the user clicks this option, the channel list opens and the related case is moved to the chosen channel. 
• Merge Cases, use for merge of selected merging cases. When clicked the user clicks this option, a warning screen opens and if you click ok button the user proceeds, the case number remains open the same and the other cases are closed.
• Close Case, use for close of closing the selected cases.  When clicked this option a When the user clicks this option, a warning screen opens and if you click ok button, the user proceeds, the case is closed.
• Delete, used for deleting selected cases.

Case List Filtering

Search The search box by default includes the following filters;

Assigned To Me
Lists the cases which are assigned to the current user.

Unassigned
Lists the cases to which no - one has been assigned to.

Created By Me
Lists the cases which the current user has created.

Updated By Me
Lists the cases which the current user has last updated.

Search The search box also supports the custom keywords to be search searched on the subject or body like any search engine.

Additionally ordering box can be used to control the ordering of the list.

Edit
Use for editing the subject, description and the type. When choose choosing the type, the profile feature will be active.

Profiling

In addition to these fields, some processes may have custom-defined profiles like CRM, Service Desk, Customer ComplainComplaint. Channel members can assign these profiles on cases to use custom defined fields. Please see Content Types for more details.

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Delete
Use for deletion of case.

Add Related Cases
Use for add adding to related cases. When click the user clicks on it, open cases will be listing, click related case and click oklisted to be chosen from. The chosen cases are add added to the main case as a related case. You The user can follow up  under the up the case from the "related cases part" section.

Add Child Cases
Use for add adding to child cases. When click the user clicks on it, open cases will be listing, click related case and click okbe listed to be chosen from. The chosen cases are add added to the main case as child casecases.  You The user can follow up  under the up the case from the "related cases part" section.

Close as Duplicate
Use for close to closing the duplicate cases. When click the user clicks on it, open cases will be listing, click related case and click ok. Case will be closelisted to be chosen from. All the selected cases will be marked as duplicates and closed.

Move to Another Channel
Use for moving of selected cases. When click this option, the user clicks on it, the channel list will open related be listed and the case will move be moved to chosen the selected channel. 

Assign
Use for assign of assigning a case. When clicked this option, the user clicks on it, the channel member list opens will be listed and the related case is will be assigned to the chosen member. 

• Identity: The member to be assigned is selected from the identity list.
• Notes: The reasons for the assignment are entered in the note field.

Close Case
Use for close of case. When clicked this option a warning screen opens and if you click ok button, case is closed.closing the case.

Send Update

For open cases, the channel manager or assigned case handler can send updates about the case's current status to related people with by e-mail.

To send a an update please follow these steps;

• Click on the "Send Update" command from the toolbar.
• From: There are two options for sending mail. First The first is using the channel e-mail address., and the second is using the user e-mail address.
• To: The address to be sent is entered.
• Cc: The address to be sent is entered.
• Subject: Enter the subject of the e-mail.
• Attachments: Add e-mail attachments.
• Select: Case documents ara are listed in that field. You can choose attachment what this section. Choose the attachment that you want to add in to the e-mail.
• Message composer dialog dialogue will be shown. Recipients are automatically filled from the case people but you can add additional recipients if needed.
• Fill out the message and click Ok. Message content can be contain rich elements like font styling, tables or links etc.

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All activities are listed in this section, like e-mail, notes etc.

Notes and documents related to the case can be added.

Add a comment

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to the message field.

Symbol	Definition
	It is used to import files or document in to documents into the message.
	It is used to add link in to links into message.

Import Options
You can import files into the message box using different options.

 Image Modified

• My computer, you can use to import files from your computer into emakin.
• Camera, you can take a photo using your computer camera and attach this the photo into to the message box.
• Google driveDrive, you can use to import files from your google drive account into emakin.
• One driveDrive, you can use to import files from your one drive account into emakin.
• Office 365, you can use to import files from your office 365 account into emakin.

Incoming mails can be answered. Mail information is list listed in the activity stream.

File

Incoming e-mail, sent e-mail and all files added to the activity stream are listed in this section.

Time Tracking

It is time tracking chapter in case.This section allows members to enter their spent time on a specific case. They can start the timer when they start working on and can stop the timer when their work ends. An entry for past works is also possible. 

Set Estimation
This is field that section allows managers to enter estimated time an estimation duration for the case.

Enter minute, hour or day.

Add Time or Tracking

Enter the duration of minuteof the work by minute, hour or day.

Type
Specifies the type of time.

Date
Specifies the date of time.

Milestones

Milestones part is using The milestones are used to determine the significant stages in the case.   Manual or automatic completion time is set for milestones.  The  Users can set the milestone durations manually or automatically.  The completed milestones and the overdue milestones in the specified time are shown in different colorscolours.

Milestone Name

Enter the duration of minuteof the milestone by minute, hour or day.

Duration Type
Specifies the type of milestone duration.

• Within a duration,  specifies of duration day, hour or minute.
• Specific date-time, specifies of date range.

Case Links

Case links allows the associate allow linking other cases as a child, related or duplicate. To associate another link a case to current please follow these steps;

• Open the case menu and select "Add Related Cases" or "Add Child Cases"

• Case picker dialog dialogue will be shown and to select cases the add as linklinks. You can use the filter field to search cases.
• Click Ok to save changes.

Also, you can mark a case as a duplicate of a previous on-going ongoing case. When a case is marked as a duplicate, the system automatically links these cases and closes the duplicate. Please follow these steps to mark the case as duplicate.

• Open the case menu and select "Close as Duplicate"
• Case picker dialog dialogue will be shown and select cases previously on-going caseto list the previously ongoing cases. You can select one or more case cases if needed.
• Click Ok to save changes.

Current The current case will automatically be closed and the selected cases will be listed in Case Links as duplicateduplicates.

Case Events

In order to develop more complex applications, cases provide events. By adding event listeners for your desired events, it is possible to attach to the event. Below are the possible events;

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