Cases
Record complaints, reports and investigations, work them through their statuses and keep the reporter informed.
A case is one matter your team handles from start to finish: a complaint, a whistleblower report, an incident or an investigation. Each case gets its own Case Number and keeps everything about it in one place: the people involved, notes, comments, files, to-dos, emails, appointments and its full history.
Handle a case
Open a case, move it through its statuses, close and reopen it.
Reporter Portal
Let reporters and invited people follow a case and send messages.
Roles and permissions
Decide who can see, close, reopen and share cases.
Where to find cases
Cases live in the Case Management tab of the sidebar:
- Cases: every case you're allowed to see, with its records such as Todos, Notes and Portal Messages.
- Case Settings: the setup made once by an admin: Case Types, Workflows, Party Types, the Case Number format and the Reporter Portal.
Your own work is in Home → My work: My Cases lists the open cases you work on, and My to-dos lists the todos assigned to you.
By default you see the cases you reported, are assigned to or are on the Case Team of. Seeing every case, and confidential cases, needs extra permissions on your role.
How a case moves
Each case follows one or more Workflows, shown as trackers at the top of the case. The main workflow decides whether the case is open or closed; a Public workflow is also shown to the reporter in the Reporter Portal. You move a case forward one status at a time, and every change lands on its Timeline.
Set up cases for your team
Your workspace starts with ready-made case settings. To adapt them:
Open Case Management → Case Settings → Case Types and add the kinds of cases you handle, each with a short Code used in Case Numbers, a Default assignee and a Default priority.
In Workflows, check the statuses each case goes through and which ones may follow each other.
To take reports from your website, turn on Website intake on a case type. See Handle a case.
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