Mastering Case Management

This recorded session gives a practical overview of the HR Case Management module. It shows how to view, filter and work on cases, add correspondence, and control exactly who can see each case and each entry. It also covers creating cases for yourself or for several employees at once, closing and reopening cases, and setting up the configuration behind it all: correspondence types, outcome types, priorities, statuses and case types.

It's ideal for HR teams and system administrators who manage employee relations cases or configure HR.

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Key takeaways

• Cases are hidden from employees by default. Turn on Visible to Employee to let them see a case. Correspondence stays private to HR unless you unlock it on each entry
• Use the Access tab to decide who else can work on a case. You can let someone contribute, delete their own comments, view the case, see its history or manage it, and you can set an access expiry date. Anyone with History access sees every change made to the case
• Case types bring everything together. For each case type you choose which statuses apply, the default priority, and which user roles can create or work on it. Don’t give employees access to create sensitive cases such as disciplinaries or grievances
• Link related cases to see an employee’s full history in one place. This is useful when there are repeated concerns, such as attendance

Q&As

• Why can’t an employee see their case?
  Check that Visible to Employee is turned on for the case. Also check that the employee’s user role has access to the Cases page in Role Management

• The employee can see the case. Why can’t they see the correspondence?
  Correspondence is only visible to HR by default. Click the padlock on each entry you want to share and turn on the employee or manager option

• Why aren’t the outcome options showing when I close a case?
  Outcome types only appear when the status has the Completed option turned on

• Why can’t I delete a status or correspondence type?
  The Delete option only shows for items that have never been used. To stop using an item that has been used, add a ceased date and it will no longer appear in the drop-down lists

• Why can’t I find an employee when creating a case for them?
  Open the subset filter at the top right, check that no old filters are applied, then try again

Related articles

• Case correspondence tracking
• Case types
• Related Cases
• Case statuses
• Case management access for user roles
• Raising a case