Case Management

Overview

This article outlines the procedures for Regulators to manage complaint cases from the Workbench.

Note: The Thentia system is highly configurable. You might not see the exact same interfaces in your environment compared to the examples below, as your environment might have been configured differently. 

Need to know more about Complaints, potentially how Complaints can be converted to Cases?
Check out our Complaint Management article.

Viewing List of Cases

In the Complaints module, click on the Menu button on the top left corner to open the navigation menu and click on the Cases site navigation to open the complaints table view. 
The case table view: My Cases shows a list of cases where the records have been assigned to the logged-in users. 
Note: The view of the table can be changed by selecting the eye icon on the top navigation bar. 

Reviewing a Case Record  

To review and process a complaint record:

• Navigate to a case table view. 
  Then, double-click on a row to open the record detail page for that specific complaint record.
• [Optional]
  • Claim ownership of the record by: Updating the Owner / Assigned to field with your information so that other regulators are aware that you are working on this case record.
  • Assign an applicable Category for the Case. 
    Note: Admin can define Category options through the Workflow Module with the Case Categories: com_casecategory entity.
  • Define the Stage of the Case.
    Examples: Intake, Appeal, Closed, Discipline, Disposition, Hearing, Etc.
    Note: Admin can define Stage options through the Workflow Module within the Case Stages: com_casestage entity.
  • Assign a Status of the Case. As the Case reaches milestones and markers, assign the most applicable Status to differentiate Cases based on recent events and upcoming steps.
    Note: Admin can define Status options through the Workflow Module within the Case Statuses:  com_casestatus entity.
• Save the record by clicking the save button (Diskette) on the top navigation bar.

To review information from the relevant complaint:

• You can find the complaint record that triggers the creation of the case record on the field: Originating Complaint # field on the case record.
• It is possible that a case record is related to multiple complaint records due to multiple people complaining about the same thing and resulting in a case. You can view all related complaint records by clicking on the Linked Complaints on the left navigation panel.