Case Types

This guide explains how to configure Case Types within the add-on Case Management module, such as disciplinary, grievance, flexible working request etc.

Contents

• To create case types
  • User role permissions
• Multi entity filtering

To create case types

• Go to Case Management > Case Management Configuration > Case Types 
• The screen will display the types that have been set up

• Click Insert New Record
• Enter the type Name and Description and select a Case Owner from the dropdown list

• Enter the name of the Group Mailbox (optional). When a case is created an email will be sent to the Case Owner and if there is an email address in the Group Mailbox then an email will be sent there also
• Select the Retention Period as required (optional). The Retention Period represents the period of time that the case will be held for. A scheduled task which runs every day will delete any cases that have expired. If no Retention Period is defined then the case will remain until it is manually deleted
• The Ceased field can be used to disable the use of that Case Type
• Assign a Default Priority. This can be changed on a case by case scenario
• Assign a Started Status. The status comes from the Case Statuses and must be of the type “Started”
• Assign any other status levels that can be used with a case of this type

User role permissions

• Access for those user roles that could be involved in this type of case now needs to be defined
• Click Add New Record
• From the list of user roles presented select the role that you are defining access for
• Determine the access according to the permission types presented.
  • Create - User can create a case for this type.
  • Contribute - User can add comments (Correspondence) to the case.
  • With Delete - User can delete their comments (Correspondence).
  • View - User can view the case detail.
  • With History - User can view the case history tab.
  • Manage - User can edit the case and manage access.
  • Delete - User can delete the case.
• When complete click Update

Note: It is possible to copy an existing Case Type using the Duplicate button and then make any changes as required to the copy

Multi entity filtering

• If you have Multi Entity configured, restrictions can be applied to Case Types beyond User Role Permission Types, to filter the list of available Case Types when creating a New Case, based on the User’s Entity.
• Firstly, the Case Type Entities page must be made accessible (Write Access) to the relevant User Roles via System Configuration > Role Management
• Select User Role > Pages

• Once the page is accessible, go to Case Management > Case Management Configuration > Case Types 
• And you will see a new column containing Entity Filtering buttons so you can apply restrictions as necessary against the relevant Case Type(s).

• The Entity Filtering means that when Users create a New Case, they will only see Case Types assigned to their own Entity, as available to select in the dropdown list (regardless of whether it is Own or  Subordinate Case).
• The configuration will not affect access to pre-existing Cases or any Case where a User is assigned to a Case as a specific Employee, Owner, Escalator or Contributor.