TracCloud: Case Management

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Case Management

TracCloud's Case Management feature allows for quick and effective tracking of user-submitted incidents, maintenance requests, concerns, and more. Different case types and subtypes can be used to ask the right questions during and after submission to ensure your team has all the information you need for the case at hand. Cases can be submitted by students, staff, faculty, or anonymously depending on the case configuration.

The overall structure of case management can be seen below. The Case is the overall incident or request, which contains Activity Reports that represent actions or follow-ups within the case.

Case types can be configured in a number of different ways depending on your intended workflow. todo

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Case Management Configuration

Learn how to create case types, activity report types, configure automated email notifications, and more.

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Categories

Every case type must be linked to a category. When creating a case, the available types will be grouped by category to allow you to easily locate the case type you're trying to submit.

Other > Modules > Case Management > Categories

To create a new case, click the hamburger menu and select "New Case Category." Enter the name of the category and describe its purpose. The next section of this article will explain how case types can be linked to these categories.

The above example would display like this during case creation. Clicking the button would then show the available case types within this category.

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Case Type Configuration

Case Types represent the various types of incidents or issues that may need to be reported. For example, you may have an incident type for maintenance requests, another for policy violations, and another for safety issues. To create a new case type, go to the hamburger menu > New Case Type.

Other > Modules > Case Management > Types

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Basic Case Type Info

This tab contains general settings for the case type, including its name, description, subtypes, and who is allowed to submit this type of case.

• Inactive

If a case type is no longer being used, it can be deactivated. If your case type has cases, it should always be deactivated instead of deleted.

• Allow all students/Staff/Instructors to Open/Report

Choose which user types are allowed to create cases of this type.

• Category

Select the category (as configured above) that this type should be a part of.

• Name

This is the name of the case type, which will also be the name of the button when creating cases.

• Button Title

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• Description / Instructions

This text appears beside the button above when beginning to create a case of this type as well as on the case creation screen.

• Issue Name

Choose your preferred language for the type of form this is. For example, 'Case,' 'Incident,' or 'Report.'

• Auto-Choose if it's the only type in the category

If this case type is the only case type in its category, it will be automatically chosen when clicking the category during case creation.

• Ask for a Subtype for the Case Type

If enabled, an additional "Sub-type" field will be added to the case. Your list can be provided as a menu field (drop-down list), radio choices, or a list (scrollable list).

• Ask for Contact Info on Report

• Ask for Location and Description/Notes when Opened

Both of these options toggle on or off these fields in the case entry screen.

• Hide Incident Date Time

If checked, the separate "Incident On" and "[Case] Reported on" fields will be replaced with a single "[Case] Opened" date field.

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Activity Report Preferences

Activity Reports allow you to append additional information and actions to cases, as well as specify the parties involved with a particular case. For example, you may have a report for data gathering at the start of a case, potentially multiple for different stages of the case as progress is made, and another for the resolution of the case. This isn't a requirement by any means, you can structure these activity reports to best fit your needs. Click Add Report Type to begin.

These are the available activity report settings.

• Report Type Name

This will be the name of the activity report. Students, Staff, and/or Faculty will select this in order to begin the process of adding the activity.

• Report Description

This is an internal notes field for this activity report, only visible here.

• Ask for Severity

Choose how users can report the severity of this activity. None hides this field, Severity Only provides a drop-down menu of options including Low, Moderate, High and Critical, and Urgency, Impact, and Severity (pictured below) includes all three of those listed fields, with Urgency and Impact automatically setting Severity. Severity can still be overridden manually if preferred.

• Ask for Report Status

This adds a drop-down menu of statuses to the activity report. If enabled, you can list the statuses on separate rows beside the checkbox. This can later be used in Notification Preferences to automatically notify individuals if a status is chosen or has remained for an extended period of time.

• Ask for Persons Involved and Witnesses

These add fields to the activity report that allow you to choose who was involved with, affected by, or witnessed the issue regarding this case.

• Ask for Parties Notified

This field (also pictured above) allows you to link an individual to be notified with an email regarding this case. The email can be sent immediately or scheduled to send later.

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Notification Preferences

This tab allows you to configure the email and SMS notifications that may be sent when this case is created or when status conditions are met.

Notifications when [case] is Created/Opened will send as soon as the case is opened. You can have as many messages as you need, and each message can be sent to one or multiple staff members.

Notifications when [case] or Activity Report Status changes can conditionally send based on the case or activity report status. For example, you may send an email after 0 days (i.e., immediately) when the case status is changed to "Closed." Another example would be notifying someone when the status of a particular activity report has been unchanged for a few days.

You can have multiple messages with multiple recipients, each with their own timing and status condition. You can either choose a specific staff member to notify or an individual related to the particular case using the arrow button. Case Worker is the individual that has been manually linked to the case, and Case Supervisor is that person's supervisor. Investigator is TBD. Opened By and Reported By will typically refer to the person who created the case.

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Case Analysis

Description

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Creating and Managing Cases

Description

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Creating a Case

Cases are most often created from the TracCloud dashboard using the button in the navigation bar. Clicking this will open the case category list to begin the submission process.

Clicking on a category will then display the available case types assigned to that category. Optionally, if you only have one case type in the category (and it's been configured to be auto-selected in that scenario), clicking a category may instantly open the available type. The screenshots below show the category list and the type list that appears after choosing a category.

Lastly, after choosing a case type, you can start filling out the details of this case. The options displayed here will differ based on your case configuration. This particular case is configured so that an activity report is immediately shown to be filled out during case creation. This is one of several ways activity reports can be logged in a case, more will be covered in the next section of this article.

Any cases that have been created will be available to review or update later in Other > Modules > Case Management > Cases.

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Activity Reports

Description.

Activity report listing.

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For information on purchasing the Case Management Module, reach out to [email protected]
For Case Management functionality questions, reach out to [email protected]

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See Also:

Report: Cases Listing