Cases

An issue that must be handled by following a series of predefined steps, or processes. A case can be created to investigate any issue outlined by your company, including such examples as the steps necessary to complete a background check for new hires or the steps needed to process a human resources complaint. The predefined case process ensures that issues are handled in the appropriate way, every time.

Incidents that require a process of investigation are called cases, and their use is based on the needs of your association. In the Case Management module, the five standard Cases group item links include (Add, Find, List, Query, Query Central).

Keep in mind that before a new case can be added, case categories and process definitions must first be outlined. The information entered under these group items is used to define the types of cases available for selection and supplies options on how to process them.

Workflow

1. Define the process of steps necessary to handle a case of this type. This can be done in the Process Definitions section.

   Note: Note: If the process that you require has already been set up, it is not necessary to set it up again--skip this step.

2. In Case Categories, add the category that the case will fall under.

   Note: Note: If the category that you require has already been set up, it is not necessary to set it up again--skip this step.

3. Add the case under the Cases group item. When you add a case, you will indicate the category of the case (as set up in the Case Category group item) and the process necessary to handle the case. An internal assignee, a NetForum user assigned to handle the case, may also be assigned at this stage.
4. As the case progresses, update its place in the workflow process.
5. When the case is complete, change its status to "complete".