Work with cases - Data360_DQ+ - Latest

View a case

1. Select a case.
2. Click the View button.

   A predefined view screen opens, showing you fields from the case. You cannot edit field values in this view.

   Tip: The view screen that users see after clicking View on a case is the one that was selected as the Result View Screen name within the definition of the Search Screen used to locate the case.
   Tip: If you are working with a case store of the type Case contains record(s) from Data Store(s), viewing a case will also display detail records that are associated with the case in the bottom half of the screen. You can work with these records using a similar set of features to that which is available when working with header records.

Records tab

The Records tab displays detail records from data stores that are associated with the selected case store.

You can View, Edit or Move detail records.

View detail records

1. Select a detail record.
2. Click the View button.

   A predefined view screen opens, showing you fields from the detail record. You cannot edit the field values.

When viewing individual detail records, you can view a history of record activity to see a list of all changes that have occurred to the detail record via its Edit screen.

Edit detail records

1. Select a detail record.
2. Click the Edit button.

   A predefined edit screen opens, showing you fields from the detail record. You can edit the field values. All changes are tracked within the Detail Record History that is accessible via View.

Move detail records

You can move a record to a different case and associate it with a new header record, removing the association to the original header record:

1. Select a detail record.
2. Click the Move button.

Notes tab

You can make notes about a selected record in the Notes tab.

Notes functionality works similarly to the Comment functionality found elsewhere throughout Data360 DQ+, in that you may Add, Edit, Reply, and View your notes in thread form.

Attachments tab

When you are viewing a case, you can attach related external files via the Attachments tab.

History tab

The History tab contains a log of events that relate to the case header record.

Edit a case

1. Select a case.
2. Click the Edit button.

   A predefined edit screen opens, showing you fields from the case. You can edit field values.

   Tip: The edit screen that users see after clicking Edit on a case is the one that was selected as the Result View Screen name within the definition of the Search Screen used to locate the case.

   Alternatively, to edit multiple records at once, you can multi-select the records by pressing Ctrl and clicking the records. Then click the Mass Edit button. When using Mass Edit, all fields that are available to edit will appear in the form, however, only those fields on which you have checked Include will have the form's changes applied to the selected records.

Delete a case

1. Select a case.
2. Click the Delete button.

Transition a case

To move a case from one status to another:

1. Select a case.
2. Select an option from the Transition menu. The options that are available are those that map to specific states that a case needs to go through as it is processed. These states will have been predefined by the user who created the case store, and they will likely emulate a workflow that you use within your organization.

   Once a case has been transitioned, the value within its status field will change accordingly.

Quick guide to transitioning a case

The Transition menu will not show menu items unless they have been defined in the case store's workflow.

A Transition menu item will only be enabled when all selected cases to transition have the same state.

If you choose a Transition menu item, a transition screen will only be shown if a screen has been defined in the case store's workflow for the selected transition. If only one case is chosen to transition, the transition screen will be populated with that case's data. When multiple cases are selected this form population does not occur.

All case data collected on a transition screen will be applied to all the cases you have selected to transition.

After selecting a transition and using its transition screen, all selected cases will transition to the selected status.

After selecting a transition and using its transition screen, Queue Ids of the selected cases will not be affected unless the cases were explicitly assigned to another user in the transition screen. If cases have been assigned to another user, their Queue Ids will be cleared.

After selecting a transition and using its transition screen, owners of the selected cases will not be affected unless the cases were explicitly assigned to another user in the transition screen.

If a transition script from the cases' current state to the 'To' state is defined, then this script will be evaluated and change the data of each case. However, if a transition script modifies any system fields, these changes will be lost.

When transitioning with a transition screen, if a case's owner is explicitly changed, then queue expressions are not evaluated. Otherwise, if there are queues associated with the transitioned to state, the queue expressions will be evaluated and the first one that returns true for a given case will determine the Queue Id. If a Queue Id is determined for a case, then its Owner field will be cleared. If none of the queue expressions return true, neither Queue Id nor Owner will be changed.

If a case is transitioned to a terminal state, the case owner will be cleared.

Reassign a case

You can reassign a case to another user, for example if a case was assigned to you in error, or if the case is not relevant to you.

1. Select a case.
2. Click Assign.

   The Select User to Assign to dialog opens.

3. Search for the user that you want to assign the case to, then click OK.

Merge a case

You can use Merge Cases to combine two or more duplicate cases into a single case.

1. Multi-select the duplicate cases.
2. Click the Merge Cases button.

When using Merge Cases, you will also need to select a "Target Case". This is the case that the other cases will merge into. After merging the cases, the Target Case will remain and the cases that were merged will be moved to the case store's terminal state.

Take a case

To change the value of the case's Owner field to your name:

1. Select a case.
2. Click the Take button.

If the case has been taken from within a queue, Take may also change the state of the case, based on the case store's workflow.

Quick guide to taking a case

After clicking the Take button, a transition screen will be shown if the current queue has had a Transition to State On Take defined in its corresponding node within the case store's workflow and a screen has been defined in the transition to that state in the case store's workflow.

If a transition screen is shown after clicking the Take button, any Owner field shown in a transition to screen will be disabled to prevent changing the meaning of "Take".

If the Queue node within the case store's workflow that corresponds to the queue you are currently in has had its Transition to State On Take property configured, all selected cases will transition to the defined transition.

After taking a case, its Queue Id is cleared.

After taking a case, you will become its Owner.

If Transition To State on Take has been set, transition scripts will be evaluated and change the data of each case that has been taken. If Transition To State on Take has not been set, transition scripts will not be evaluated. However, if a transition script modifies any system fields, these changes will be lost.

Queue expressions are not evaluated when taking a case.

If a case is transitioned to a terminal state during a Take, the case Owner will be cleared.

Fast track a case

As an alternative to transitioning a case through its multiple states, you also have the option to Fast Track the case to its terminal state. Fast Track will advance the case to the last state in its workflow, for example "Closed".

1. Select a case.
2. Click the Fast Track button.
   Note: The Fast Track button is only visible when at least one state within the case store's workflow is marked as terminal, and if you have Admin permission to access the case store.

Quick guide to fast tracking a case

After fast tracking a case, its Queue Id is cleared.

Fast tracking a case will clear the case's Owner field.

Transition scripts are not evaluated when fast tracking a case.

Queue expressions are not evaluated when fast tracking a case.

Unmask secure fields in case stores

If you have permission to unmask a secure field, you may unmask it at the record level using the lock icon that appears in records or you may unmask records in bulk using the Unmask All button.

Export a case

You can export case results, or case record results, to allow you to inspect case data outside of the application.

Export selected results

1. Select the records that you want to export from the results table. To select multiple rows, press and hold the Ctrl key while selecting the records.
2. Click Export.
3. In the Export Data dialog, select an Export Format. Choose from:
   • MS Excel (.xlsx) - Exports the data to a Microsoft Excel file.
   • Data - Exports the data in CSV format.
4. Choose Selected Data to export only the selected results.
5. Click OK.

Export all data

1. Click Export.
2. In the Export Data dialog, select an Export Format. Choose from:
   • MS Excel (.xlsx) - Exports the data to a Microsoft Excel file.
   • Data - Exports the data in CSV format.

   All Data is selected by default when you have not chosen specific results before clicking Export.

3. Click OK.

Create a new case or duplicate a case

If you have the required permission, you can create cases and the records they contain.

1. Go to the search screen of the appropriate case store or data store.
2. To create a new case, click Create, then select New.

   Or, to duplicate a case, first select the case that you want to copy, then click Create > From Selected.

3. Complete the available fields, as required.

   If you are duplicating a case, the initial values will be the same as the selected case.

   The CaseId and CaseUID fields are completed by the system and cannot be changed.

4. Click OK.

When the case is saved, the queue expressions are evaluated, to ensure that the case is routed to the appropriate queue.

My Cases and All Cases screens also have the Create button, however, Queue search screens do not.