Creating a Case Entity Data Structure

Last Updated: 11/02/2018 Introduced in Version: 4.0

Overview

There are a few things to keep in mind when considering creating a case:

  • Define Structured Data: First define the structured data to use in the case. This is users name and create the structured data type. 
  • Set Expected States/Journey: Define the expected states/stages of the journey. This will be indicator of the evolution of the case as it progresses.
  • Assign States: Appropriately set and assign states at specific points in the process for reasons such as; to keep track of the case, store process information and to trigger events & actions.
  • Create Case Views: Create different views of the cases and completely customize how to convey that data whether it being back to the user or into another process.
  • Add Actions: Add actions to be completed by participants of the case and also trigger workflows from any actions taken during different stages of the case.
  • Dashboards & Diagrams: Implement different types of dashboard & diagram views into the cases.

 

Example

This is a walk through of how to set up a Case. This example will use a credit background check being carried out.

First, open a Designer Folder where the case data structure will reside. In the Designer Folder select Create DataTypes/Integration in the bottom actions panel. 

 

Then a dialog appears allowing users to pick the Define Data Type. Select Case Entity.

 

First, name the Data Type appropriately and define the structured data that is used in the process. Here, define data that isn’t readily available at the start of the case or resides somewhere outside of the case as well. So add variables that may need captured further in the process. In this case, use CreditInquiryInvestigation for the case name. Define the Case Entity as follows then select SAVE.

 

This will create two things in the folder that the data type was created in. One of them is the Data Structure itself and the other is the Configuration Folder for the newly created data structure. The configuration folder automatically opens within the Case Editor view. 

By default only two states are created, the started and completed states which are always default for a case. A case must have a start and an end.

Also, the data that the case has been set up to contain is shown at the bottom of the screen. The structure can be edited from here by selecting the Edit option in the bottom right corner of the Data box.

At the bottom of the screen there is an action bar which is the same action bar that appears when in a normal Entity Configuration folder, meaning similar actions can be taken with a few useful unique differences to the Case Editor.

 

Select the drop down on either of the two states created by default, a few actions that can be taken on each state appear. Select Edit.

  • Delete: deletes the selected state
  • Move Right and/or Left: moves the selected state either forwards or backwards which will change the expected order/progress of the case
  • Rename: renames the selected state
  • Edit: brings an edit menu. 

Within the Edit Expected Folder State Dialog the following settings can be manipulated:

  • State Name: shows the current name of the state, can be changed at any time.
  • Order:  is the position order of the selected state. From left to right. This is an integer which starts at 1 being the first position on the left, and going upwards in increments of 1 each being the next state.
  • Color: ability to change the color indicator of that state. This is a helpful indicator which can be displayed in many places to provide additional information about the state of a case.
  • Closed State checkbox: a unique setting that defines whether the selected state is a state of closure, meaning the final state/stage to reach in the Case. Only select this option as enabled when the selected state is one of closure.
  • Create Assignment checkbox: when enabled, will create an assignment/task for someone to complete, or an action for them to take.
  • Assign To Accounts List: can assign the case to a particular user account based on the current state. To add an account, select the Add New button and select the proper account.
  • Assign To Groups: can assign the case to a particular user group based on the current state. To add to a group select the Add New button and select the proper user group.

Select Save.

 

Add more states to the case. Do so by selecting the blue Add State Button, or by selecting Add State underneath each one of the states.

Then a new section of the case will appear, ready to be named. Input the name of the state and it gets automatically added. In this case, add a state called ‘’Awaiting Review ‘’.

 

A new state has been successfully added to the case. Add a few more and color them accordingly.

  • Started: Blue (not closed, not assigned, but is started by Employee)
  • Awaiting Review: Orange (not closed, assigned to Regional Manager)
  • Awaiting Approval: Red (not closed, assigned to General Manager)
  • Completed(approved): Green (closing state)
  • Denied: Black (we also set this to be a closing state)

Also a few user groups have been created to demonstrate the Assignment functionality. The Groups are as follows :

  • Employee – by which the request is submitted
  • Regional Manager – by which the request is reviewed
  • General Manager – by which the request is Approved/Denied

These roles are assumed for the purpose of this demo and are only an example. After adding the states the case is starting to look more like a usable process. To learn how to create groups navigate here.

Activities can be added to states, User Action and Trigger Flow. A User Action is a flow that will be available for a user to act upon when interacting with a report for a given caseA Trigger Flow is a flow that can be configured, that will run automatically whenever a case hits the state that’s it’s defined in.

 

Next, set up a place where the cases will reside. Do this by navigating to the folder to nest a folder which will contain the cases.

Within an appropriate location, proceed like normal: add a Folder (NOT Designer Folder).

 

Name the folder appropriately and select Add. The folder will now appear in the left hand side of the studio in the folder tree.

Create a Case by selecting the Add > Case > CreditInquiryInvestigation from the bottom action panel. 

This brings up a standard dialog form which is then to be filled out by the submitter of the case. This is now indeed the process of us working our case, so we go ahead and fill out all the relevant data, then click Ok.

 

Now that the Case is created the Case View appears. This is a default view that immediately shows a lot of useful info, and can be completely customized.

This main view presents a few components:

The Case Details, name and description in the top part of the Case View.

Directly below that is the Case Data that has been captured. From here users can directly interact with case data and fully customize this view to use forms, dashboards and more as well as full permission based access to each component of the Case View.

To the right hand side of the Case Data, is the Case Activity which captures metrics around how the case progresses, who created it at what time, and a multitude of other Assignment functionalities.

Here Comments can be added to the Case and files can be attached, which helps when collaborating parties are working the same case.

 

This screen shows us the current state of the case, and the expected journey of the case and allows users to directly take actions to start progressing/working the case. Select on the All > option which will bring up actions that can be set up on a per state basis.

  • Change Assignment: Change the Priority of the Assignment, between Low and Urgent. To add an assignee and to leave a message on the assignment. There is a checkbox to send the message only to new coming assignee’s, not all existing/past ones as well.
  • Delete Assignment: Deletes the existing assignment that is attached to the case & state.
  • AddSetupManage Tags: Manage & add tags to the assignment.
  • Delete Escalation Handlers: Delete the notification handler meaning no pop ups/notifications will be shown for assignments created in this case
  • Designer Repository (if configured): There are a few options linked to the Designer Repository. Attach the assignment to a project, view the project in the repository server.
  • Edit Escalation Handlers: Edit the notification handler and change the event upon which a notification is sent.
  • Import/Export: Import/export assignments that are attached to the case.
  • Manage: There are a few useful universal tools. Get the assignment ID – useful when setting up more complex assignment interactions. Move the assignment to another location and view the audit history which will generate a report of any and all recent changes.
  • Manage Assignment: Edit the assignment’s name & description, send a reminder to a user about the assignment, set an escalation date, set a late date, set priority for assignment, assignment start date, warn date and to show a user their task once they log in.

Additional Resources