A “case” is 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 the 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.
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Number
Tracking number of the case. Incremented by each new case automatically.
Subject
The subject of a case.
Description
Details of a case.
Deadline Date
The deadline date of the case to be resolved.
Priority
Priority level of a case. Can be one One of the following values; can be selected: None (Not specified), Low, Normal, High, Very High, Critical.
Created At
Creation date of the case.
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Updated At
The last update date of the case.
Updated By
The user who last updated the case.
Assigned To
The user that case is assigned to.
Assigned At
Date of assign to the Assigning date to that user.
Closed At
Closing date of the case.
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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.
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The case list includes 3 pages to show Open, Closed and All cases and the .
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 provides the filter filtering options for list the listed cases. You can use different 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.
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This feature helps to manage cases list with different options.
Assign, use used for assigning the selected cases to a person. When 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, use used for moving selected cases to another channel. When the user clicks this option, the channel list opens and the related case is moved to the chosen channel.
Merge Cases, use used for merging cases. When the user clicks this option, a warning screen opens and if the user proceeds, the case number remains the same and the other cases are closed.
Close Case, use used for closing the selected cases. When the user clicks this option, a warning screen opens and if the user proceeds, the case is closed.
Delete, used for deleting selected cases.
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Assigned To Me
Lists the cases which that are assigned to the current user.
Unassigned
Lists the cases to which that no one has been assigned.
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 updated.
The search box also supports used with the custom keywords to be searched on the subject or body like any search engine.
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Edit
Use for editing the subject, description and the type. When choosing the type, the profile feature will be active.
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Profiling
The basic functionality of a case may not be enough for more complex cases such as CRM, Service Desk, Customer Complaint 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 how to define them.
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Add Related Cases
Use for adding to related cases. When the user clicks on it, open cases will be listed to be chosen from. The chosen cases are added to the main case as a related case. The user can follow up the case from the "related cases" section.
Add Child Cases
Use for adding to child cases. When the user clicks on it, open cases will be listed to be chosen from. The chosen cases are added to the main case as child cases. The user can follow up the case from the "related cases" section.
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Move to Another Channel
Use for moving of selected cases. When the user clicks on it, the channel list will be listed and the case will be moved to the selected channel.
Assign
Use for assigning to assign a case. When the user clicks on it, the channel member list 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 listhere.
Notes: The reasons Explanation for the assignment are entered in the note field.
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Click on the "Send Update" command from the toolbar.
From: There are two options for sending mail. 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 are listed in this section. Choose the attachment that you want to add to the e-mail.
Message composer 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 contain rich elements like font styling, tables or links etc.
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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 emakinEmakin.
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 emakinEmakin.
One Drive, you can use to import files from your one drive account into emakinEmakin.
Office 365, you can use to import files from your office 365 account into emakinEmakin.
Incoming mails can be answered. Mail information is listed in the activity stream.
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Enter the duration of the work by minutein minutes, hour hours or daydays.
Type
Specifies the type of time.
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Within a duration, specifies of duration day, hour or minute.
Specific date-time.
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Case Links
Case links allow linking other cases as a child, related or duplicate. To link a case, please follow these steps;
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Case picker dialogue will be shown to select cases as 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 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.
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The current case will automatically be closed and the selected cases will be listed in Case Links as duplicates.
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