Cases are great for tracking just about anything, from customer support and help desk requests, to software bugs and project tasks. You can set up as many trackers as you like, because each space you create has one built right into its fabric.
Anyone can submit a case, issue, question, or ticket, then choose its status, milestone, priority, category, and add tags to provide further context. Assign it to someone and loop in additional people when you need their input. Everyone gets notified on updates and everyone can provide their expertise to find a solution or answer.
You can sort and filter on just about every field, making it easy to find what you're looking for, and each status is color coded, so you can quickly identify new, open, in-progress, or closed cases. Just about everything is configurable, so you can make it fit your existing workflows. And you can even check out the real-time reports to see a high-level view on how your team is doing.
Cases are a system for addressing issues. Cases are under a project and a project category, have a status and priority, may be assigned to a certain user, and may be grouped with other cases into a milestone. A case's status can be updated to reflect changes in its development.
Milestones are groupings of related cases. You can give a milestone a due date to keep on track. As cases in a milestone are closed, the milestone's percentage increases toward 100%.
Create Case
Update Case Status
Assign Case
Move Case
Copy Case
Create Task From Case
Get Case Comment Permalink
Milestones
Create Milestone
Set Milestone
Manage Milestones
Edit Content
Delete Content
Content Basics
On the cases homepage, you can filter cases in the following way:
You can sort cases in the following ways:
You can click to see how many cases have each status.
Click the info icon to display case project, category, and priority on the cases homepage.
You can update or delete multiple cases at once from the case list page. Check cases, then click the gear icon to open the Actions menu. Options:
* These options only appear in the Actions menu when you filter cases by project first.
Case statistics include the response time and resolution time. Response time is the amount of time between when the case was created and when the first comment was made by a user who can be assigned cases in the project. Resolution time is the amount of time between when the case was created and when the case was set to a closed status.
The case list displays the average response time and average resolution time.
When a new case is created, commented on, or updated and is not assigned to a user, the following users will receive an email notification:
When a new case is created and is assigned to a user, the following users will receive an email notification:
You can enable due dates for cases to allow people to select a due date when submitting a case. The due date feature helps your teams better manage projects and milestones. It is important to note that while this feature can be valuable, there may be instances where it is not necessary.
To enable due date in individual spaces (if not automatically enabled for all spaces above), follow these additional steps:
On the add case page, a new Due Date field will be available.
On the case page, the due date will appear in the case details section.
When the due date feature is enabled, you can also sort cases by due date.
Every day, around midnight in to your site's default timezone, people will get an email with cases and tasks (if used) that are coming due. You can customize what cases and tasks are included in these emails, how many days in advance to start reminding people and how far back in the past to pull past due items from.
To modify due date settings and configure email notifications, follow the steps below:
The default value is "7". This means that every day it will remind people of cases and tasks assigned to them coming due in the next 7 days. If you want to include items that are past due (the due date has come and past) then add a second number in the property value with the number of days to include past due. For example, if you set a property value of "3,5" the email will include cases and tasks coming due in the next 3 days and include past due items from the past 5 days.
Case escalation escalates a case to another person based on space roles. The escalation order is based on the "Roles which can be assigned cases" setting of the case project. The case escalation feature helps teams automate ticket management.
When a user creates a case, they will be able to assign the case to users with the first role only.
When the assigned user opens the case, they will see a button to escalate the case. When they click Escalate this case, the case is assigned to a user with the next role who has the fewest assigned cases in the case project.
How to enable and configure case escalation
With the permission to manage cases, you can add and delete case projects in Manage Space. You can rename, activate, and deactivate case projects. You can also set a case project as the default case project of the space. You can add and delete project categories. You can also add, edit, and delete case statuses and case priorities. Finally, you can set case and case comment permissions for roles in the space.
Manage Space: Cases
Manage Space: Case Projects
Manage Space: Project Categories
Manage Space: Case Statuses
Manage Space: Case Priorities
Case Permissions
Case Comment Permissions
Case Comment Internal Permissions
How to Set Up Private Case Submission
You can set case permissions so space members can only see the cases they submitted, and space administrators and moderators can see all cases. Private case submission protects user data and makes conversations available to relevant parties only.
How to Enable Case Creation via Email for a Case Project
When you've enabled case creation and case reply via email, people can send emails to an email address to create a new case in the case project. People can also reply to case notification emails, and the reply will be posted as a comment in the case.
Disable or Enable Email Template
Need to declutter your inbox? Disable an email template to turn that email notification off for everyone in your intranet.
How to Set Contact Request Email Addresses
Communifire comes with a Contact Us page which your intranet members can use to contact site administrators. You can set specific email addresses to receive contact requests, by request type.
How to Create a Custom Case Status Color
Case statuses are a way to indicate the progress of a case. You can create custom case statuses with custom colors.
How to Create a Custom Case Priority Color
Case priorities are a way to indicate the urgency of a case. You can create custom case priorities with custom colors.
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