A “case” is A “case” can be defined as any project, transaction, service or response that is can be “opened” and then “closed” over a period of time. A case generally is utilized to achieve a resolution of to a problem, claim, request, proposal, development or any other complex activity. It is likely to involve multiple persons inside and outside of the organization

Usually, multiple people inside & outside organization would have access to a case, with varying relationships to each other, as well as .

Additionally, cases can contain multiple documents and messages. Thus, a case is a reliable tool for sharing documentation while constantly communicating with colleagues and customers.

Every new A case is created and monitored in can be created within a channel. This case can be monitored by channel members upon selection. When a new case is created, the case waits awaits in its open “Open” state on in the channel. Channel Moreover, channel members can take actions action to resolve the this case by assigning it to the relevant people , and these actions are within the channel members. Any action taken is recorded as an activity in the case history.

When the procedures are completed, the case is closed and archivedarchieved. 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 a case.

Description
Details of a case.

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

Priority
Priority level of a case. Can be one One of following values; the following can be selected: None (Not specified), Low, Normal, High, Very High, Critical.

Created At
Creation date of the case.

Created By
Creator of the case.

Updated At
The last update date of the case.

Updated By
The user who last updated the case.

Assigned To
User The user that case is assigned to.

Assigned At
Date of assign Assigning date to that user.

Closed At
Closing date of the case.

Case List

When case management is enabled on the channel, case existing cases' list is visible on the left side to show the case list with filter options.Image Removed

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Case The case list includes 3 pages to show Open, Closed and All cases but .

The search box allows to filter more details about cases.

Critical Priority
List of the cases with critical priority cases.

High Priority

List of the cases with high priority cases.

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

Case List Export
It allows Allows the listed cases to be transferred to Excel.

Select All
It provides 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

   used for

  assign of

  assigning the selected cases to a person. When

  clicked

  the user clicks this option, the channel

  member

  members list opens and the related case is assigned to the chosen member. 

• Move to Another Channel, used 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

   used for

  merge of selected

  merging cases. When

  clicked

  the user clicks this option, a warning screen opens and if

  you click ok button the

  the user proceeds, the case number remains

  open

  the same and the other cases are closed.

• Close Case,

   use

   used 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 that are assigned to the current user.

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

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

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

Search The search box also supports used with 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.Image Removed

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Profiling

In addition to these fields some processes may have custom defined profiles like The basic functionality of a case may not be enough for more complex cases such as CRM, Service Desk, Customer Complain. Channel members can assign these profiles on cases to use custom defined fieldsComplaint etc. In this case, the profiling feature allows the users to define custom fields to use on their cases. Please see the Content Types for more detailshow to define them.

To profile a case please follow these steps;

• Open the case menu and select "Profile"

• Type

  The type field will be listing the related content types.

• Select a type and the profile form will be displayed. Fill out the profile form and click Ok.

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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 okbe listed 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 oklisted 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 to assign of 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 channel member. 

• Identity: The channel member to be assigned is selected from

  the identity list

  here.

• Notes:

  The reasons

  Explanation for the assignment are entered in the note field.

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Close Case
Use for close of case. When clicked this option a warning screen opens and if you click ok button, case is closedclosing 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 any e-mail attachments such as documents etc.

• 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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Activity Stream

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

Notes and documents related to the case can be added.

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Add a comment to the message field.

File

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

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Time Tracking

It is time tracking chapter in case.

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Set Estimation
This is field that to enter estimated time for case.

Enter minute, hour or day.

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Symbol	Definition
Image Added	It is used to import files or documents into the message.
Image Added	It is used to add links to the message.

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

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• 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 the photo to the message box.

• Google Drive, you can use to import files from your google drive account into Emakin.

• One Drive, 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 listed in the activity stream.

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Files

Incoming and outgoing e-mails and all the files added to the activity stream are listed in this section.

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Time Tracking

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. 

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Set Estimation
This section allows managers to enter an estimation duration for the case.

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Add Time or Tracking

Enter the duration of minute, hour or dayof the work in minutes, hours or days.

Type
Specifies the type of time.

Date
Specifies the date of time.
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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.Image Removed

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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

  .

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Case Links

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

  link

  links. You can use the filter field to search cases.

• Click

  Ok

  “Ok” to save changes.

Also you can mark , a case can be marked 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 case

  to 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 duplicate.

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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duplicates.