Case-level Settings - Case Info Tab

General Info

When is it due?

Select a value from the dropdown menu of Due Date ‘flavours’

Mandatory

Who does it go to?

Select a value from the dropdown menu of Allocation ‘flavours’

Mandatory

Keep Case Open

Enter the number of days (if any) you want to keep the Case open for a 'Feedback Window'. During this time the work item can be reopened, either manually or automatically upon receipt of a new incoming email or feedback within the time period.

Schedule

You can select a schedule to to drive the Case and Action due dates and the Case launch dates if you wish.

Auto Start By Schedule

Tick this option if you want the Case to launch automatically based on the schedule selected. If this option is left unticked, you will have to start the Case manually.

Only appears if a schedule has been selected

Step Progression Mode

This setting dictates how the Case behaves when it reaches an empty Step.

The options are:

• Manual

• Automatically skip empty step

• Pause on empty step

SOP URL

Here you can add a Standard Operating Procedure for this Case, which will appear as a link on the Case screen in Work Manager.

Please enter a full URL

Allow Title Change

This will enable users to edit the short description of the Case.

Card Settings

Main Screen Card

Custom Data for this Case can be displayed on the main section of the Case screen at runtime.

Side Panel Card

Custom Data for this Case can be displayed on the side panel of the Case screen at runtime.

Email Settings

Email Template

Select which email template you want to use from the dropdown.

New Case logged

If your Case process has been set up to allow you to do so (see here for more information), this is where you can select the email template that you want to use to acknowledge that the Case has been created.

The system will automatically select the 'Request Acknowledgement' email template (or if the template had been modified before upgrading to version 2022.4 the template might be titles 'Ticket acknowledgement'). However, you are able to select a different template.

Note that if this field is present, it cannot be left blank.

From Email Address

Email from which any outgoing communications from this Case will be sent.

Mandatory.

Multiple addresses can be added, but only one address can be set as the default.

Please note that the combined length of all email addresses is limited to 512 characters.

Email To / CC / BCC

Email Addresses which should be used as the ‘To’ / ‘CC’ / ‘BCC’ address for outgoing communications.

Mandatory.

You can select from the standard ‘Contact’ emails, e.g. ‘Primary Contact', Requester’, etc. or specify further bespoke email addresses.

Multiple addresses can be added and multiple addresses can be set as the default. Default addresses will populate directly when users start to compose an email. If you choose NOT to set a default address, all addresses will be available via dropdown at runtime but no address will populate directly.

Please note that the combined length of all email addresses is limited to 512 characters.