Case management — Workflows: step-by-step

This page collects the end-to-end procedures for working with cases.

A) Access Case Management

1. Open Case Management — from the Action Centre in the left-hand menu (select Case Management), or directly from the left-hand menu if your account has configured it to appear there.
2. Choose a view: All Cases, New Cases, In Progress Cases, Closed Cases, or a custom view.

B) Create a case from the Case Management area

1. Open Case Management and choose any view (for example, New Cases).
2. Click Create Case. The New Case drawer opens.
3. Enter the Case Name and Description.
4. Add case tags in the Select tags field (set up in Settings → Tags & categories → Case tags), and complete any custom fields shown.
5. Under Related to, select the people and/or organisations involved.
6. Set the Date, Status and Assigned to (a SwiftFox user).
7. Add any files under Associated documentation.
8. Click Sharing permissions (top right) and set which users, user groups and circles can access the case. These are inherited by all posts in the case.
9. Click Create to add the case to the table and to the profiles of any related contacts.

C) Create a case from a contact profile

1. Open a person or organisation profile.
2. Go to the Cases tab.
3. Click Create Case and complete the same fields and steps as above.
4. The new case appears on the profile and in Case Management.

D) Add posts to a case

1. Open the case to show the case drawer.
2. Go to the Post tab.
3. Add text, documents, contact tags (using @) and post tags as needed.
4. Click Post. The post appears in the case timeline and the Home feed, restricted by the case's permissions (inherited automatically).
5. Optionally, use the Outlook plugin to upload emails as posts to the case thread.

E) Add tasks to a case

1. Open the case drawer and switch to the Tasks tab.
2. Enter the task name, set the due details, and assign it to a user or a team.
3. Click Create. The task appears in the assignee's Tasks menu and on their homepage; the task's Linked To column points back to this case.

F) Review cases in list views

1. In Case Management, choose All Cases, New Cases, In Progress Cases, Closed Cases, or a custom view.
2. Scan columns such as Title, Type, Status, Assigned to, Last contacted and Attachments.
3. Use the right-hand quick actions on a row to open Posts, Tasks or Comments.

G) Configure case tags

1. Go to Settings → Tags & categories and open the Case tags tab.
2. Click Add, enter the tag Name, and optionally set Auto-apply to user groups.
3. Save. The tag becomes available on cases and usable as a filter.