Manage cases - Data360_DQ+ - Latest

Case Manager and Case Worker roles

The items that you see on the Manage Cases page depend on your user role:

• If you are a Case Manager, you will see all components of the Manage Cases page. Case Managers have more rights than Case Workers.
• Case Workers have a more limited view of the Manage Cases page. If you are a Case Worker, you will not see all of the Search Screen options that Case Managers see.

Accessing case stores

1. To view a list of case stores that you have access to, select Cases from the main menu at the top of the screen.
2. Select a case store to navigate to the series of screens that have been built for you to work cases.

Case management user interface

My Cases

The My Cases repository contains every case within a case store that you own.

When you have clicked My Cases and are not inside of a Queue, you will see all of the cases you currently own. The case store will also have a default search screen that allows you to search through these cases.

If your account has been assigned the Case Worker role, the default search screen will be your only option for navigating through the My Cases repository. If you have Case Manager access, you will have the ability to use different search screens to navigate My Cases via the Search section, see Search (Case managers only).

All Cases

The All Cases repository contains every case in the case store, including those that have been pushed to your queue(s). Depending on your user permissions, you may or may not have access to All Cases.

When you have clicked All Cases and are not inside of a queue, you will see all of cases in the case store. The case store will have a default search screen that allows you to search through these cases.

Dashboards

Dashboards that you find within the Dashboards section are those that are relevant to the cases within the case store. In most situations, they will be visualizations of the records that comprise the case store (either the header records from the case store itself, or detail records from an internal database data store that is associated with the case store).

Queues

Cases will go into Queues based on the case store's workflow, a component created by the person who created the case store.

From the perspective of a Case Manager or Case Worker, the queues listed in the Queues section are the queues that you have permission to.

If a case is in your Queue, it has been placed there because you are the person who should be working on it.

You can search queues using predefined search screens configured by the person who built the case store. In the context of a queue, the ability to search appears on the top half of the screen, and results of the search appear on the bottom.

Search (Case managers only)

If you have been assigned the Case Manager role, you will also see a Search section, under Queues. The search screens listed in the Search section are all of the search screens that have been created for the case store. Search screens may be used to search My Cases and All Cases.

You can also search for shortened hyperlinks that have been associated with the appropriate URL to make, for example, lengthy URLs easier to handle. The shortened hyperlink is displayed and clickable, taking you to the original target.

The shortened hyperlink values can also be dynamic, for example, "December 2020 Control Report", "January 2021 Control Report" and similar. In this case, the hyperlink is made up of one column value while the URL would navigate to another.

Filtering cases

1. Click the Add Filter token and select the field on which you want to base the filter.
2. Specify the filter criteria. For example, if you select a number field you can specify that you only want to display cases where the value of the selected field is between a certain range.

Select Auto-Update Search to automatically perform a search each time a filter value is set or changed. If you do not select this option, a Search button is shown and the search will not be automatically performed when a filter value is set or changed.

The specified filters are saved in your user preferences and displayed the next time you visit the search screen.

Select Save My Filters to save your filter settings on a per search screen basis.

Applying threshold rules to a case management results table

You can apply threshold rules to case store search screens so that, for example, results are highlighted with different colors, according to their value.

1. Click Pipelines, then in the pipeline panel, select the appropriate case store and click Edit in the toolbar.

2. Click the Screens tab and select the name of the appropriate search screen.

   Search screens have a magnifying glass as their icon.

3. Under Result Fields, click Thresholds.

   The Threshold window displays. Here you can:

   • Use an existing rule, or all rules, if Process All Rules is selected.

     You can also change the order of any existing rules, by selecting Move Up or Move Down, as appropriate.

   Note: All threshold rules are processed in the specified order, whether Process All Rules is selected or not. When more than one rule violation occurs for the same field, then the last rule is processed when Process All Rules is selected, otherwise the first one is.
   • Edit an existing rule before applying it.
   • Create a new rule.

     For the purposes of this example, a new rule will be created.

4. Click New.

   The Single Point Threshold window displays, with the Rule tab selected.

5. Enter a Name for the rule and click Build expression.

   The Edit Expression window displays.

6. Define the rule expression by combining field/s with operators and/or functions. For example, Sales>=10000.

   The Description panel explains the meaning of the operators or functions and gives examples.

7. Click OK to save the expression and return to the Single Point Threshold window.

8. Select Highlight All Columns, or choose the Columns To Highlight from the dropdown list.

9. Click the Font tab and select the font style, weight and color, as required.

10. Click Save to return to the Threshold window.

11. Double click The Highlight Color next to the rule you have just created, and select a color as appropriate, either by entering its hex number, or by picking it from the color wheel.

12. Click Save.

    Your threshold rule definition is saved and you are returned to the Screens tab.

Once you have defined your threshold rules, click Cases in the main menu, then select the appropriate case store and search screen, to view how the rules are applied to the table.