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Case-level Settings - Case Info Tab

The Case Info tab in the Info section of the Case screen is where you can set Case-level settings.
The following Case-level settings that you can set here are:
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.
Record Count
Initial/current value of record count for this Case. This setting is useful, for example, in payroll processes where the record count might represent the number of payslips that the Case is relevant for. This setting works alongside the Record Count Behaviour setting.
Note that the Record Count entered must always be a number.
Record Count Behaviour
Setting for if you want to display the Record Count and if you wish to persist this value between Cases which kick off. This setting works alongside the Record Count setting.
Hide - if you want the record count on the Case screen to be hidden
Show Persist - if you want the record count on the Case screen to show and don't mind it potentially getting changed when new Cases are launched.
Show Don't Persist - if you want the record count on the Case screen to show and don't want it to potentially get change when new Cases are launched.
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.