Adding Case Content

Viewing and Updating Global Information

The Global Information Bar of a Case is displayed while viewing any section of a case. The edit capability for all other summary information is based on permissions and your local configuration.

Editable sections in the Global Information Bar are the fields where the text is blue with dotted lines underneath (hyperlink)

1. Click the hyperlink to open a corresponding pop-up box to editing existing content.

Change Case Name

1. Clear the current content and type in the change.

2. Click the button to finalize the action.

Change Case Type

1. Click an item from the list to replace the existing content.

2. Click the button to finalize the action.

Change Assignee

1. Clear the current content and type in the change.

2. Click the Save button finalize the action.

Change Owning Group

1. Clear the current content and type in the change.

2. Click the Save button finalize the action.

Change Priority

1. Click an item from the list to replace the existing content.

2. Click the button to finalize the action.

Change Due Date

1. Calendar date selector field: Click the month, day, or year. Use the spin control to modify the date.

2. Calendar picker: Click the down arrow to open the calendar. To change month and year, click the < left or > right arrows. To close the calendar, click the circle icon button.

3. To clear existing content, click the Clear (X) icon in the field or panel.

4. To close the pop-up box without saving, click the Close (boxed X)

5. To open a list, click the Expand (arrow-down) button.

6. Click the button to finalize the action.

Viewing Overview Details

The Overview section is the initial section that is displayed when clicking on a Case title.

When opening a case to view, sections automatically display only if they are enabled in Case preferences. You can open disabled case sections from the Navigation Icons Panel or the expanded folder view in the Browse Panel.

The enabled sections that automatically display when you initially select the case are in read-only mode. To update case information, open the section from the link or expanded folder.

1. In the Expanded Treeview of the Browse Panel, click on the Case title or icon, or from the Navigation Icons Panel select the icon to open the Overview section.

Tip: Additional sections can be enabled by default on the Preferences page.

Viewing and Updating Details

View Details

The Details section records information about the details directly associated to the case.

1. In the Expanded Treeview of the Browse Panel, click on the Details section title or icon, or from the Navigation Icons Panel select the icon to open the Details section.

2. The free-form text space is available for edit.

Tip: The name and shortcut keys appear in a pop-up box when hovering over tools.

Edit Details

1. Enter (or update) case details in the text space. The section provides a full set of tools for formatting text, adding hyperlinks, and attaching a variety of file types.

2. When the entry is complete, click the Save (disk icon) button .

Viewing and Updating People

View People

The People section records information about people directly associated to the case

1. In the Expanded Treeview of the Browse Panel, click on the People section title or icon, or from the Navigation Icons Panel select the icon to open the People section.

Add People

1. To add a person, click the button on the section title bar. This will link to a pop-up window where a person can be added.

Note: Required fields are outlined in red.

2. To add a new Person, select the button where you can add a new person that isn’t currently in the system.

3. Complete the required fields and any additional fields and click Save Person when finished.

Edit People

1. To edit a person, click the button, and you will be able to modify a previous entry.

Delete People

1. To delete a person, click the button, and the entry will be removed.

Filter People

You can filter people based on role, first or last name, organization, phone number, or location.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Viewing and Updating Organizations

View an Organization

The Organization section records information about the organizations directly associated to the case.

1. In the Expanded Treeview of the Browse Panel, click on the Organization section title or icon, or from the Navigation Icons Panel select the icon to open the Organization section.

Add Organizations

1. To add an organization, click the button on the section title bar. This will link to a pop-up window where an organization can be added.

Note: Required fields are outlined in red.

2. To add a new Organization, select the button where you can add a new organization that isn’t currently in the system.

3. Complete the required fields and any additional fields and click Save Organization when finished.

Edit Organizations

1. To edit an organization, click the button, and you will be able to modify a previous entry.

Delete Organizations

1. To delete an organization, click the button, and the entry will be removed.

Filter Organizations

You can filter organizations based on role, organization, organization type, ID, primary contact, phone number, or location.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Viewing and Updating Documents

Documents section

The Documents (or Attachments) section provides the space for associating documents to a case and individually managing each file.

1. In the Expanded Treeview of the Browse Panel, click on the Documents section title or icon, or from the Navigation Icons Panel select the icon to open the Documents section.

From the Documents section, you can

• Create form-based documents
• Add documents from shared drives and assign document types as you copy them into the case folder
• Copy or move files from other cases
• Organize the document collection using familiar folder structures
• Track versions and reinstate to Active status
• Assign document-level access permissions for each participant
• Split and merge documents
• Mark and annotate pages
• Insert page layers to control document review and content release
• Download, export, and print files
• Designate a file as Document of Record

For descriptions and instructions, refer to the Document Management section of this document.

Filter Documents

1. To filter documents, start typing in the filter box. As you type, attachment titles that match what you are typing will be displayed in bold. Any document titles that don’t match what is being typed become greyed out.

Search Documents Table

1. To search documents, start typing in the search box. Once you have typed what you would like to search, press enter or click the search button.

Add a Folder/Sub-Folder

1. To add a folder/sub-folder, right click on the folder or sub folder you wish for that folder to be added to and select ‘New Folder’.

Add a Document

1. To add a document, right click on the folder or sub folder you wish for that document to be added to and select ‘New Document’.

2. Then select the document type you are uploading.

3. Now browse to a local drive or shared drive and select the file(s) to be uploaded.

Add a Correspondence

1. To add a correspondence, right click on the folder or sub folder you wish for that correspondence to be added to and select ‘New Correspondence’.

2. Now pick the correct correspondence from the list and the correspondence will be generated and added to the folder.

Search for a Document

1. To search for a document, right click on the folder or sub folder you wish for that document(s) to be added to and select ‘Search Document(s)’.

2. Then a user can search the repository for any document.

3. Once the search returns document, per the search criteria, the user can select one many or all document to be added to the request folder.

View a Document in the Document Viewer

1. To view a document, right click on the document and click ‘Open’ or double click the document name.

2. The document will then open in the viewer.

Annotate/Redact a Document

1. When a document is open in a viewer, the user cannot only add annotations (text, shapes, stamps), but the user can redact a certain area of the document.

Annotation Text

Annotation Shapes/Stamps

Redaction

2. By click the button, the user can us the + icon to click and drag across an area of the document.

3. This is a redaction annotation that is an overlay on the document (Note: the current version of the document is not effect, due to the annotations (i.e. redaction, text, stamp) being an overlay).

4. After a redaction annotation is added, the overlay can be modified or deleted by right clicking on the redaction area.

5. The user can add as many redaction annotations as needed to cover the specific information that can’t be viewed by the public.

6. The user can then save the annotations by click the button on the viewer.

Search the Document to Redact One or Many Matches in Bulk

1. When a document is open in a viewer (in Edit Mode), the user cannot only add a single redaction annotation, but the user can search for a specific term and redact all matches or each match one by one, in a bulk action.

2. When the term has been searched or the pattern has been selected, the user has the ability to add redaction annotations, exemption codes, and notes to one, many, or all results.

3. The user can then save the annotations by click the button on the viewer or burn the redactions permanently and version control the document.

Search the Document with Predefined Patterns to Redact One or Many Matches in Bulk

1. When a document is open in a viewer (in Edit Mode), the user can search for a specific pattern (i.e. SSN, Telepone #) and redact all matches or each match one by one, in a bulk action.

2. When the pattern has been search, the user has the ability to add redaction annotations, exemption codes, and notes to one, many, or all results.

3. The user can then save the annotations by click the button on the viewer or burn the redactions permanently and version control the document.

Add Exemption Code(s) to a Document

1. When a redaction annotation is added to the document, the user can right click on that overlay and add an exemption code for that redaction annotation.

2. An exemption code can be added to each redaction annotation overlay individually.

3. The user can then save the annotations by click the button on the viewer.

Burn Redaction into Document

1. When all redaction annotation and exemption codes have been added to a document, the user can permanently burn the annotations.

2. The user can click the button, then the screen will refresh and show the new version (i.e. v2.0) of the document with the redaction annotations burned into the document (Note: each redaction annotation will show the exemption code selected, if one was added.).

Print a Document from the Viewer

1. A user can print a document from the viewer by clicking the button.

2. Print options will allow the user to print the document with or without annotations, redactions, document notes, and watermarks

3. Once the button is clicked, a print preview window will show, to print to a specific print or save as a pdf.

All Other Folder and Document Actions

See the Document Management section of this document

Viewing and Updating Participants

View Participants

The Participants section records information about the participants directly associated to the case.

1. In the Expanded Treeview of the Browse Panel, click on the Participants section title or icon, or from the Navigation Icons Panel select the icon to open the Participants section.

Add Participants

1. To add a participant, click the button on the section title bar. This will link to a pop-up window where a participant can be added.

Note: Required fields are outlined in red.

2. Complete the required fields and any additional fields and click Save when finished.

Edit Participants

1. To edit a participant, click the button, and you will be able to modify a previous entry.

Delete Participants

1. To delete a participant, click the button, and the entry will be removed.

Filter Participants

You can filter participants based on type or name.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Viewing and Updating Notes

View Notes

The Notes section records notes and information about the notes directly associated to the case. It will show previous notes and is available to add or update notes.

1. In the Expanded Treeview of the Browse Panel, click on the Notes section title or icon, or from the Navigation Icons Panel select the icon to open the Notes section.

Add Notes

1. To add a participant, click the button on the section title bar. This will link to a pop-up window where a participant can be added.

2. Complete your note and click Save when finished.

Edit Notes

1. To edit a note, click the button, and you will be able to modify a previous entry.

Delete Notes

1. To delete a note, click the button, and the entry will be removed.

Viewing and Updating Tasks

View Tasks

The Tasks section records information about the tasks directly associated to the case. It will show previous tasks and is available to add or update tasks.

1. In the Expanded Treeview of the Browse Panel, click on the Tasks section title or icon, or from the Navigation Icons Panel select the icon to open the Tasks section.

Add Tasks

1. To add a task, click the button on the section title bar. This will link to a pop-up window where a participant can be added.

Note: Required fields are outlined in red.

2. Complete the required fields and any additional fields and click Save Task when finished.

Edit Tasks

1. To edit a task, click the button, and you will be able to modify a previous entry.

Delete Tasks

1. To delete a task, click the button, and the entry will be removed.

Viewing and Updating References

View References

The References section records information about the references associated to the case. It will show the reference number, titles and is available to create records of all other relevant information.

1. In the Expanded Treeview of the Browse Panel, click on the References section title or icon, or from the Navigation Icons Panel select the icon to open the References section.

Add References

1. To add a reference, click the button on the section title bar. This will link to a pop-up window where a reference can be added.

2. Search and select a reference. Then click add, and the reference will be added to the complaint. All columns will be filled automatically after the add button is clicked.

Delete References

1. To delete a reference, click the button, and the entry will be removed.

Filter References

You can filter references based on reference number, title, type, assignee, date last modified, or status.

1. To filter, click in a column’s filter+ box and type in the first 3 or more characters. The list of results will update automatically.

Viewing History

View History

The History section records associated events that take place in relation to the case.

1. In the Expanded Treeview of the Browse Panel, click on the History section title or icon, or from the Navigation Icons Panel select the icon to open the History section.

Viewing and Updating Time

View Time

The Time section records information about the timesheets associated to the case. It will show the form name, user, and other related information.

1. In the Expanded Treeview of the Browse Panel, click on the Time section title or icon, or from the Navigation Icons Panel select the icon to open the Time section.

Add Time Tracking

1. To add a timesheet, click the button on the section title bar. This will link to separate window where the timesheet can be completed.

2. Complete the required fields and any additional fields and click Save or Send for Approval when finished.

Edit Timesheet

1. To edit a timesheet, click the button, and you will be able to modify a previous entry.

Delete Timesheet

1. To delete a timesheet, click the button, and the entry will be removed.

Filter Timesheet

You can filter timesheets based on the form name, user, total hours, total cost, modified date, or timesheet status.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Viewing and Updating Cost

View Cost

The Cost section records information about the costsheets associated to the case. It will show the form name, user, and other related information.

1. In the Expanded Treeview of the Browse Panel, click on the Cost section title or icon, or from the Navigation Icons Panel select the icon to open the Cost section.

Add Cost

1. To add a costsheet, click the button on the section title bar. This will link to separate window where the costsheet can be completed.

2. Complete the required fields and any additional fields and click Save or Send for Approval when finished.

Update Cost

1. To edit a costsheet, click the button, and you will be able to modify a previous entry.

Delete Cost

1. To delete a costsheet, click the button, and the entry will be removed.

Filter Cost

You can filter costsheets based on the form name, user, total cost, modified date, or costsheet status.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Viewing and Updating Tags

View Tags

The Tags section provides the space for associating tags directly to a case.

1. In the Expanded Treeview of the Browse Panel, click on the Tags section title or icon, or from the Navigation Icons Panel select the icon to open the Tags section.

Add Tags

1. To add a tag, click the button on the section title bar. This will link to a pop-up window where a reference can be added.

2. Complete the fields and select Add Tag when finished.

Delete Tags

1. To delete a tag, click the button, and the entry will be removed.

Filter Tags

You can filter tags based on the tag, the date created, or the user who created it.

1. To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.

Viewing and Updating Calendar

The Calendar section provides the space for associating calendar events directly to a case within . Each case calendar is a shared calendar within Outlook, where calendar events can also be added/edited, which sync with case calendars realtime.

View Case Calendars within

1. In the Expanded Treeview of the Browse Panel, click on the Calendar section title or icon, or from the Navigation Icons Panel select the icon to open the Calendar section.

View Case Calendars within Outlook

1. Login to the email account that manages all shared case calendars and find the shared calendar. By selecting this calendar, you can view all events associated to this shared case calendar.

Add Calendar Events within

1. To add a tag, click the button on the section title bar. This will link to a pop-up window where a reference can be added.

2. Complete the fields and select Next when finished.

3. Enter any comments that you have into the field provided.

4. Complete the fields and select Next when finished.

5. Add any attachments related to the event.

6. Complete the fields and select Add New Event when finished.

7. The new event can be seen on the case calendar and the Outlook case calendar.

Case Calendar

Outlook Case Calendar

Add Calendar Events within Outlook

1. Go to the correct share case calendar in Outlook and click New – Calendar event.

2. Now enter all the details of the event and click the button.

3. The calendar event is now saved to your shared case calendar within Outlook and the event is synced with the case calendar.

Edit Calendar Events within

1. To edit an calendar event, click the the event on the calendar, and you will be able to modify the event.

. Click the button, which will allow the user to update any of the event information as if they were creating a new event. The only difference is that the current events information will be populated and can be changed.

Edit Calendar Events within Outlook

1. To edit an Outlook calendar event, double click the the event on the calendar, and you will be able to modify the event.

2. Now update the Outlook calendar event and click button.

Delete Calendar Events within

1. To delete a calendar event, click the the event on the calendar, and you will be able to delete the event, by clicking the button.

2. Clicking the button, which will prompt a confirmation message, which will allow the user to confirm the delete the event.

3. Clicking the button will permanently delete the calendar event from the case calendar and the the Outlook shared case calendar.

Delete Calendar Events within Outlook

1. To delete an Outlook calendar event, double click the the event on the calendar, and you will be able to delete the event by clicking the button.

2. Clicking the button, which will prompt a confirmation message, which will allow the user to confirm the delete the event.

3. Clicking the button will permanently delete the calendar event from the the the Outlook shared case calendar and case calendar.

Viewing and Updating Approval Routing

View Approval Routing

The Approval Routing section provides the space for adding a workflow to the case. Here you can add and remove approvers as well as see a history of past reviewers.

1. In the Expanded Treeview of the Browse Panel, click on the Approval Routing section title or icon, or from the Navigation Icons Panel select the icon to open the Approval Routing section.

Add Approvers

1. To add an approver, click the button on the section title bar. This will link to a pop-up window where an approver can be added.

Note: Required fields are outlined in red.

2. Complete the required fields and any additional fields and click Save when finished.

Delete Approvers

1. To delete an approver, click the button, and the entry will be removed.

Initiate Approvers

1. To initiate the approval workflow, click the Initiate button on the section title bar.

Changing Case Status

Use the Change Case Status request form to close cases and to change the case status.

• Close marks the case as completed and assigned a resolution
• Active to identify the case as in-progress
• Inactive to indicate no further action will be taken

Completing the Change Case Status Form

To change a case’s status, a changed status form must be completed.

1. Click the Change Case Status button located above the case details in the module page.

Note: A blank Change Case Status form opens on a separate page.

2. Add/change the information required for the status change.

3. Click the Submit button when finished.

Subscribing to a Case File

Subscribe to a Case File

1. In the Action Panel, click the button to make available a list of all events related the Case File. (Click Unsubscribe to cancel.)

Merge Cases

Merge Case Files

1. In the Action Panel, click the to merge the current case you are viewing with another case.

Split Cases

Split Case Files

1. In the Action Panel, click the to split the current case you are viewing into two separate cases.

Claiming a Case File

Claim a Case File

1. In the Action Panel, click the button to self-assign the (Click Unclaim to unassign.)

Restricting a Case File

Restrict a Case File

1. In the Action Panel, check the check box to restrict view and modification permissions to you (as assignee) and to designated members of the owning group.