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Case Management - Case Types

Josh Doughty
Updated

HR

Step-by-step guide


This guide explains that when managing a case it is possible to categorise the case by Case Type and to appoint a Case Owner for that type.

Contents

 

To create Case Types

  • Go to:
    • Latest (left-hand) Menu: Case Management > Case Management Configuration > Case Types 
    • Pre-2025 (top) Menu: System > Case Management Configuration > Case Types
  • The screen presented will display the types that have been set up

Note: If you have Multi Entity configured you can apply Entity Filtering to each Case Type which will appear next to the Edit column. See Multi Entity Filtering section for more details.
  • Click Insert New Record
  • Enter the type Name and Description and select a Case Owner from the dropdown list
Note: The Case Owner list will display the Manager or anyone in an HR type user role on Ciphr HR.
  • Enter the name of the Group Mailbox. 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. 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

  • Access for those user roles that should have access to the 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.
  • When complete click Update
Note: Access needs only to be given to those roles that need to access the case. To all other user roles the case will be remain inaccessible
Note: It is possible to copy an existing Case Type using the Duplicate button and then make any changes as required to the copy

Note: Case Management can be used for recognition type cases as well as for issue resolutions. For example a Case Type could be set up for “Employee Recognition” and the outcome an allocation of reward points.


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:

  • Latest (left-hand) menu: System Configuration > Role Management
  • Pre-2025 (top) menu: System > Security > User Role Management
  • Select User Role > Pages

Once the page is accessible, go to:

  • Latest (left-hand) menu: Case Management > Case Management Configuration > Case Types 
  • Pre-2025 (top) menu: System > 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.

 

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