Creating Cases

Create an Case:

Select the Workflows Toolkit on the Admin Home page.

Select the Cases Counter.

Select New Case link at the top of the page to create an new Case. Note: you can also duplicate an existing issue or upload an case from a file, if desired.

The following fields are required to be completed:

• Case Type - The type of issue determines the steps in the workflow to manage it. The Case Type need to be setup by Shift iQ Support, please email [email protected] to add your Issue Types.

• Case Summary - A brief summary of the issue.

• Case Administrator - Internal office staff/administrator who is responsible for managing the case

• Member - The person upon whose behalf the case is raised.

• Employer/Referrer - The organization that employed or referred the member at the time the case was reported.

The following fields are optional to be completed:

• Case Description - A detailed description of the case.

• Current Status - The current status of the case.

• Current Owner - The person to whom responsibility is currently assigned.

• Reported Dates - When the case was first reported.

Click Save.

Once your case is created, you can attach any supporting documents by clicking on the Attachments tab. (see Upload or Request a Document)

Add additional comments by clicking on Post Comment under the Comments tab

Create an Case using Surveys:

Administrators are able to allow users to create their own Case by submitting a Survey reponse.

In the Surveys toolkit, open the survey you want to use to create an Case.

Under the Configuration heading, in the Details tab, click on the pencil icon () next to Case Workflow.

Click in the Open a new case when a response to this survey is completed checkbox under the Case Workflow heading.

Each Survey Response that is submitted by a user will create an Case, so an Administrator can select what type of Case should be created and who it needs to be assigned to. The following fields must be completed:

• Case Type - The Case Type need to be setup by Shift iQ Support, please email [email protected] to add your Case Types.

• Case Status - The current status of the Case. The status options need to be setup by Shift iQ Support, please email [email protected] to add your Issue Status options.

• Case Administrator - Internal office staff/administrator who is responsible for managing the Case

• Current Owner - The person to whom responsibility is currently assigned.

Click Save.

When a Survey Response is used to create an case, that response will be attached to the Case and can be viewed from the Case.

A Response Completed notification can be added to the survey to advise an administrator when a response was submitted.