Case Management 

Purpose

Case Management is a component for processing incidents, for example, a customer complaint or a late delivery. The system displays an overview of all the information relating to a case on one screen, and enables electronic forwarding of the case to other users.

Integration

As a case always contains an electronic record, Case Management is integrated in Records Management. This is why this documentation often contains links to the Records Management documentation.

Features

A case consists of the following:

·        Header data: Attributes that contain important data for the case.

·         Linked objects (electronic record): All information objects that are relevant for the case. These can be documents as well as system objects such as business objects. Processors of the case can enter new information objects in the record at any time.

·         Notes: Ongoing notes are entered by the processors of the case.

·         Process route: Sequence of employees who receive the case for processing.
This sequence can be changed or extended while the case is being processed.

·         Log: List of all activities that have been performed on the case.

Case Management can be used within many applications. It therefore has an extensive range of Customizing functions, which can be used to define the appearance of the screen and the specific functions for a case.