Cases Configuration

Configuring Categories and Case Types is a key step for any efficient case management system. This hierarchical structure allows for better organization and streamlined workflows.

Before case types can be created, the foundational elements of the system must be defined:

• Operator Groups: Users are organized into groups based on their role or department. This ensures that cases are automatically routed to the correct team.

• Fields and Field Groups: The specific data needed for each case is defined.

Once these elements are in place, categories and case types can be created, linking each type to a specific Operator Group and a relevant set of Fields.

How to Create and Edit a Category

From the Configuration > Cases Configuration in the Back Office (BO), a tree / list of all categories and case types can be accessed.

To create a new category, select the Add Case Category option located in the RELATED TASKS section on the right side of the screen.

The following screen will be displayed.

• Name: A required text field to specify the name of the category. This is what will be displayed to users in the system.

• Code: A required field for a unique alphanumeric identifier.

• Location/Hierarchy: A set of options to define where the new category fits within the existing structure:

  • An option to place the category at the top level.

  • An option to place the category under a specific existing category.

• Active: A checkbox to enable or disable the category.

How to Create and Edit a Case Type

From the Configuration > Cases Configuration in the Back Office (BO), a tree / list of all categories and case types can be accessed.

To create a new category, select the Add Case Type option located in the RELATED TASKS section on the right side of the screen.

The following screen will be displayed.

• Code: A required field for a unique alphanumeric identifier for the case type. This code is used for internal system logic and reporting.

• Name: A required field for the descriptive name of the case type that will be visible to all users.

• Default Operator: An optional dropdown list to pre-assign a specific user to new cases of this type.

• Default Operator Group: An optional dropdown list to pre-assign a specific team or group of operators to new cases of this type.

• Send Email to assigned: A checkbox to automatically send an email notification to the assigned operator when a new case of this type is created.

• Send Email to assigned when case is created in final state: A checkbox to automatically send an email notification to the assigned operator when a new case of this type is created and set to a final state (e.g., closed, resolved).

• Email From: A dropdown list to select the sender's email address for all automated emails related to this case type.

• Default Email Response Address: An optional field for a default email address to be used when a response is sent from the case.

• Default Answer: A required field for a pre-defined text block that can be automatically populated into the case.

• Case Field Group: An optional field to associate a specific Field Group with the case type. This ensures that relevant data fields are automatically displayed when a case of this type is created.

• Active: A checkbox to activate or deactivate the case type. Only active case types can be used to create new cases.

• Response Subject: The subject line for the email response. This field is mandatory and should be concise and descriptive.

• Response HTML Template: A text area for the body of the email. This field requires at least one of two replacement tags—${case.instance.body} or ${case.instance.signature}—to function correctly. These tags will be replaced by the case's content and the sender's signature when the email is sent.

• Visible APP: A checkbox to determine if the case is accessible from the designated application.

• Categories: A list of available categories.

• Touchpoint: list of touchpoint to operate with the case type

• Operators: determines which operators have permission to operate a specific case type.

• Operator Groups: determines which teams have permission to operate a specific case type.

• Alarm: A checkbox labeled "Active" controls whether the alarm is enabled.

• Case Quantity: A field to set the number of cases that must be present for the alarm to trigger.

• Time Interval (Hours): A field to specify the time frame in hours over which the case quantity will be checked.

• Email From: A dropdown list to select the sender's email address for the notification.

• Email To: A field to enter the recipient's email address(es) for the alarm notification.

• Email Subject: A text field for the subject line of the email notification.

• Email Body: A text area for the content of the email notification.

• Fields: This section likely allows administrators to select specific data fields that will be included in the alarm's email notification.

Additional Considerations