A “case” is any project, transaction, service or response that is “opened” and “closed” over a period of time to achieve 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.

Every new case is created and monitored in a channel by channel members. When a new case is created, the case waits in its open state on the channel. Channel members take actions to resolve the case by assigning it to the relevant people, and these actions are recorded as an activity in the case history.

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

Every case has following properties;

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

Subject
Subject of case.

Description
Details of case

Deadline Date
Deadline date of case to be resolve.

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

Created At
Creation date of 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 that case is assigned to.

Assigned At
Date of assign to user.

Closed At
Closing date of case.

Case List

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

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

Critical Priority
List of the critical priority cases.

High Priority

List of the high priority cases.

Filter
This part provide the filter options for list cases. You can use different filter option with 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 the listed cases to be transferred to Excel.

Select All
It provides to select cases for editing.

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

Edit

This feature helps to manage cases list with different options.

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

Case List Filtering

Search box by default includes the following filters;

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

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

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

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

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

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

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

Profiling

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

To profile a case please follow these steps;

Open case menu and select "Profile"
Type field will be listing the related content types.
Select a type and profile form will be displayed. Fill out the profile form and click Ok.

Delete
Use for deletion of case.

Add Related Cases
Use for add to related cases. When click it, open cases will be listing, click related case and click ok. The chosen cases are add to main case as related case. You can follow up under the related cases part.

Add Child Cases
Use for add to child cases. When click it, open cases will be listing, click related case and click ok. The chosen cases are add to main case as child case. You can follow up under the related cases part.

Close as Duplicate
Use for close to duplicate cases. When click it, open cases will be listing, click related case and click ok. Case will be close.

Move to Another Channel
Use for moving of selected cases. When click this option, channel list will open related case will move to chosen channel.

Assign
Use for assign of case. When clicked this option, channel member list opens and related case is assigned to 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.

Send Update

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

To send a update please follow these steps;

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

Activity Stream

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

Incoming mails can be answered.

Notes and documents related to the case can be added.

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.

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

Enter minute, hour or day.

Add Time or Tracking

Enter duration of minute, hour or day.

Type
Specifies the type of time.

Date
Specifies the date of time.

Milestones

Milestones part is using to determine the significant stages in the case. Manual or automatic completion time is set for milestones. The completed milestones and the overdue milestones in the specified time are shown in different colors.

Milestone Name

Enter duration of 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 other cases as child, related or duplicate. To associate another case to current please follow these steps;

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

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

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

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

Current case will automatically closed and 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;

Open
Assign
Update
Close
Delete
Deadline
Reply