Handle Cases

A user's role can be changed in a specific case

Although there are users with different roles in the same case they can still collaborate and communicate in the case. If a user needs a different set of permissions in a specific case the user's role can be promoted or demoted in an individual case without affecting the user's role in other cases.

To change user role, do the following;

• Click on the menu tab ”case”
• Choose case you want to edit
• Click on the 3-dot menu
• Click on ”Edit case”

• Select a new role by clicking the role box to the right of the user's name
• Click submit to confirm all changes

Notify a selected user in a case

You can address a specific user in a case by typing @ followed by the user name (system id). This triggers a special notification to the user you are addressing, but other users in the case can still see the message.

Edit groups and users in a case

If a case is already created, you are still able to edit which users and groups that has access to the case by clicking the 3-dot menu.

• Click on the menu tab ”case”
• Choose case you want to edit
• Click on the 3-dot menu
• Click on ”Edit case”

When pressing ”edit case” a new window will appear showing case information such as priority level and access levels. On the right, you will find a list of users and groups that are already signed to the case.

• Add new users and groups by clicking on ”Assign users and groups”
• Delete existing users and groups by clicking on the ”x” in the right corner.
• Click ”submit” to save your changes.

Full case log

Everything that is done and all the contents of a case is logged and fully auditable. The full case history can be printed or converted to a PDF for distribution and review.

Manage task status

Within a case, you can convert reports into tasks that can be assigned to users within the case. This makes it easier to separate reports that have been resolved from reports that are still processed. You can also choose a specific user to handle the current report.

To create an action status, do the following:

• Choose case and show case details
• Choose report you want an action status for.
• Click on the three-point menu in the right-hand corner of the report
• Select task status
• When you have selected task status, a box will automatically appear where you fill in which user you want responsible for doing the task.
• Write the users name after the @ sign
• If more than one user is responsible for the task, more users can be added by writing another @ sign.
• Click assign to send the action status.

View task history

By clicking on the menu tab ”tasks” in the top of the case you will get an overview of all reports that have been assigned a task and their task status. Clicking on "task status history" opens a new browser window that shows how many task statuses the selected report has had  in the past and which users has been responsible for the action.