Digital Introduction |
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 Introduction |
 Fundamentals |
 Document |
 Case M. |
 Search |
 Holistic |
4.1 An Introduction to Case Management |
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In this guide, we aim to teach you how the status within the Case Management system is defined, along with advanced settings such as Standard Fields in the Query Builder, My Cases, and Notifications. This will provide you with a deeper understanding of the systematization and automation of Cases.
Create Status Settings
Clearly defining the status of cases enhances the organization's ability to track the progress of each case effectively. It allows for targeted searches, such as identifying cases that have not yet been initiated or those that were resolved within a specific timeframe. This clarity provides your organization with a quick understanding of the current state of various cases.
Moreover, status can serve as a trigger for system support within the case management process. For instance, selected users can receive notifications when a case changes its status. An example of this is when a resolved complaint case alerts an approver that a solution is ready for validation.
When a case is registered, it automatically receives the status of Registered, followed by three additional statuses: In progress, Resolved, and Completed. Our goal is to make it straightforward and intuitive to specify these different statuses. In the following sections, you will learn how to manage status settings effectively, resulting in greater clarity and added value in your case forms.
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Advanced Settings
The presentation of search results to users is governed by the Default Fields in Query Builder. How data from a form is displayed is crucial, as it provides users with a quick overview of the most relevant information related to each case. Therefore, it is essential to configure standard fields for each form while also allowing for customization during searches. Searching for case data is a key benefit of the management system, which is why we strongly encourage you to familiarize yourself with the capabilities of the Query Builder in the Case Management system.
The configuration of My Cases establishes a foundation for each user to quickly view the cases they are involved in, are expected to work on, or need to follow up on.
💡Tip! To enhance intuitive navigation within the case management system, users have the option to link directly to My Cases from a layout document. This feature personalizes the navigation experience, ensuring that regardless of which user is logged in, they are directed to their own My Cases view. This capability adds a layer of convenience and personalization, making it easier for users to access their relevant cases efficiently.
By clearly defining the settings for My Cases in the case forms, we create a logical and straightforward overview for each user, enabling them to easily track their actions and responsibilities when they access My Cases.
Addons are a section of the AM System dedicated to enhancements for case workflows. These features provide system support and automation, offering a variety of popular functionalities that streamline and automate your case processes. This continuous assistance minimizes the need for users to remember or manually record information, thereby increasing overall efficiency.
In this section, we focus on the highly regarded and widely used add-on known as Send Message. This add-on assists your organization by providing precise alerts to selected users at well-defined triggers, complementing the expectations set for users through My Cases. Notifications can be customized with standardized text combined with real data from the case, allowing for clear communication of the most relevant information and ensuring specificity in alerts. We believe this adds significant value for users!
Users can conveniently click on the link to access the specific case directly. This functionality enables them to effortlessly view the information and complete the required tasks.
Additional
There are further opportunities to register cases and gather insights for your organization through the Case Management system. This includes the capability to collaborate with external parties or users on cases. Moreover, triggers from other systems can create new cases within the Case Management system, and existing cases can provide data to external systems. The last three points address these areas, allowing you to deepen your use of the Case Management system through integration with external systems and partners.
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Advanced Settings:
Last updated: 1 April, 2025