Create cases

A case is a complex workflow that can require user interaction and contain decision points, embedded processes, and fragments. A case can involve several complex processes running across a number of departments and using multiple sources of information.

For example, processing an Appeals case could consist of a wide range of documents or forms and numerous processes such as Registering an Appeal, Setting Up a Tribunal Session, Checking Medical Records, and Clearance of an Appeal. These business processes may run independently of one another, yet be related to the one case (Appeals).

A case process can contain a base case process used to support the overall case, as well as several normal processes or fragments, all of which are linked for collecting and sharing case-specific information.

Note A normal process and a fragment can be associated with a case, gaining access to all case-specific data such as milestones and roles.

You can set up and use the following for a case map:

  • Milestones or key target dates such as a hearing date within 14 days of the initial registration date of an Appeal case.

  • Roles (resources) to complete activities within a process such as Appeals Officer or Legal Representative in the Appeals case fragment.

  • Variables to store information specific to a case. This information is then readily accessible and available to all fragments including the normal business processes associated with a case.

    Note You can use milestones and roles for a normal business processes without using the Case Management functionality. See Manage map milestones, and Manage roles.