Manage cases


Create a new case

  1. In the ribbon, click Case to open a new case detail page.
  2. In the new case detail page, fill in the required fields.
  3. In the ribbon, click Save to create the case. The case detail page of the new case will remain open in the browser.


Create a new case from a template

You can create case templates with different case types and properties.

To create cases from a template, you must have one or more case templates set up on the server.

  1. In the ribbon, click Case.
    • If only the default case template exists on the server, a new case detail page will open based on a standard template.
    • If more than one case template is set up on the server, a list of available case templates will be displayed. Select a case template from the list. A new case detail page will open based on the selected template.
  2. In the new case detail page, fill in the required fields.
  3. In the ribbon, click Save to create the case based on the selected case template. The case detail page of the new case will remain open in the browser.


Create a new child case

You can create a new case and automatically associated it as a child case to another existing case (the parent case) or you can make an existing case a child case of another existing case.

Create a new child case.

  1. Open the detail page of the case you want to create a new child case to.
  2. From the detail tabs on the case detail page of the parent case, select the Child cases tab1.
  3. On the Cases detail tab:
    • Click Cases and then select a case template to create a new child base based on a case template
      - or -
    • Click Cases to create a new child case that is not based on a case template.
      In both situations, a new case detail page is opened.
  4. In the new case detail page, fill in the required fields.
  5. In the ribbon, click Save to create the case as a child case of the case in the case detail page. The case detail page of the new child case will remain open in the browser.

1If the Cases detail tab is not displayed in the detail ribbon, you can display it, see Manage tabs

Add an existing case as a child case

See Add or remove parent or child cases

Click Refresh to update the contents of the tab.


Edit a case

You can edit information on a case until the case is closed. If you need to edit a closed case, you must reopen the case.

  1. Open the case that you want to edit.
  2. Click the field that you want to edit.
  3. Make your changes. See also About fields on the case detail page.
  4. Click Save.

    5. You can also edit some fields when the case is displayed in a list. See Edit item from a list.


Close a case

  1. Open the case that you want to close.
  2. In the ribbon, click Close.

    3. Important:

    • You cannot add new documents or parties to a closed case.
    • You can only edit Reminders, Case handler, Responsible unit, Read access, and Retention code on a closed case. To edit other fields, you need to reopen this case first.
    • When you close a case, the retention date is calculated. The Retention date is calculated based on the retention policy assigned to the case by adding the value in the Relative retention period of the assigned retention policy to the date the case was closed.


Reopen a closed case

  1. Open the case that you want to reopen.
  2. In the ribbon, click Reopen to reopen the case and clear the Closed date field.


Copy an existing case

You can copy an existing case and reuse its content for a new case. You can choose to copy selected references on the original case such as case parties, case references, case information, date, and case lists from custom case types. You cannot select which specific references you want to copy. If you select to copy case references, then all case references are copied.

  1. Open the case that you want to copy.
  2. In the Main ribbon, click Copy to open the Copy case form.
  3. Select the references that you want to copy from the original case and, optionally, change the case group or child case group.
  4. Click Copy to create a new case that contains content from the original case. The new case is displayed in a new tab. You can find a reference to the original case on theCase reference detail tab. The value in the Role field will be Original.

    5. Important:  

    • If a contact from an original case no longer exists in the database, this contact will not be copied to the new case.
    • If you copy a case that includes dates in the past, such as an end date that has passed, then these dates will not be copied to the date fields of the new case.

    • If you copy a closed case, the Closed date and the Planned closing date fields of the new case will be empty.

  5. If needed, make changes to the new case and click Save.

 

View the life cycle of a case

The life cycle shows the progress of a case since it was created. This means that you can see:

  • When the State field has been updated.
  • When the case handler was changed.
  • When the case was closed.
  • When the case was reopened.
  1. Open the case for which you want to view the life cycle.
  2. From the detail tabs, open the Life cycle tab.


Edit case state

The case state shows, for example, whether a case is new, pending, or archived.

  1. Open the case for which you want to edit the case state.
  2. Click the State field, and select a state from the list, for example Pending.
  3. Click Save.


Send a link to a case in an e-mail message

You can send a link to a case in an e-mail.

Prerequisites:  

  • You must have WorkZone for Office installed.
  • The recipient must have access to WorkZone Client to see the case.
  1. Open the case you want to create a link for in an e-mail message.
  2. In the ribbon , click Share > In Mail > Link to open a new e-mail message in Microsoft Outlook automatically containing a link to the case in WorkZone Client.
  3. In the E-mail message, add a recipient and click Send.

 

Copy a case to the clipboard

You can copy the link to a case in WorkZone Client and, for example, paste it in a document.

  1. Open the detail page of a case that you want to copy to your clipboard, or select it from a list.
  2. In the ribbon, click Share > Copy to clipboard .
  3. Paste the link, for example, in a document.


Open a case with Windows Explorer

You can open a case as a folder in Windows Explorer and see the content of a case. See User's Guide for WorkZone Explorer.

The WorkZone Explorer must be configured and activated.

  1. Open the case that you want to open with Windows Explorer, or select the case from a list.
  2. In the Main ribbon, click Explore to open the selected case as a folder in Windows Explorer. If you are using a case list, you can also right-click on the case in the list and select Explore.

Due to the security model of the Google Chrome and Microsoft Edge Chromium browser, the Windows File Explorer is not opened automatically when you click the Explore button. Instead, you must open the Windows File Explorer manually and then press CTRL+V in the address bar to open the Explorer for the active case.
The link address of the active case is automatically copied to your clipboard when you click the Explore button.

If you are using the Microsoft Edge browser, you must be signed in to the WorkZone IdentityServer to enable integration to the Windows File Explorer. If you select the Keep me signed in check box during sign in, you will not be required to sign in again. The persistent cookie storage can however expire so you may be required to sign in later.

If WorkZone Explorer has been deactivated, the Explore button will not be displayed, regardless of which web browser is used. WorkZone Explorer can be activated and deactivated by a system administrator in WorkZone Configurator > Global > Feature Settings > Client > Explore.

 

Print case documents

You can print the case documents to a PDF file and save it on a case and on your local disk. The PDF file will include the selected documents and, optionally, meta data.

To create a PDF file, the WorkZone PDF Engine must be installed.

If you need to print supplementary documents without their main documents, you can do it on the All main documents and supplementary documents detail tab or on the custom tab configured to display only supplementary documents.

  1. Open the case detail page.

  2. To print case documents, click Print in the ribbon and then select Print from the drop-down list,

    - Or -

    On any document detail tab (for example, Documents), select at least one document and click Print on the detail ribbon.

    To create a custom document tab, follow the instruction from the section Save a search as a custom detail tab.

  3. On the Print case dialog box, select the documents that you want to include in a PDF file from the left-hand list. Expand Advanced search to find specific documents. Note that documents without an associated case cannot be included in a PDF file and they are not displayed.
  4. Click to move the selected documents to the right-hand list. Only documents from the right-hand list will be included in the PDF file. Drag and drop documents to place them in the order that you want them to appear in the PDF file.

    5. Click the Add archived button to move archived main documents with their supplementary documents (even if they are not archived) to the right-hand list.

  5. Optionally, click the Advanced tab and adjust settings for the PDF file:
    • Template – Select a template for a PDF file. The cover page includes the case, parties and document meta data.
      • A case with parties and documents – Includes meta data of the case, documents and parties, and selected documents.
      • Public Access, printout of the case documents - Includes meta data of the case, documents and parties, and selected documents.
      • Report without a cover page – Includes selected documents only.
    • Title – Specify a name for the new PDF file.

      • Specify type, group, case handler, letter date, document state, and classification on this tab for the PDF file.

  6. Select the Include document contents check box to add the actual contents of the documents in the report. If the Include document contents check box is cleared, the report will consist of a list of documents with no content.

  7. Select the Include document cover page check box to insert a cover page for each document to separate the documents from each other in the report.
  8. In the Set print parameters for case documents group, specify whether or not to include comments and notes to the Word, Excel, PowerPoint and PDF documents of the report as well as display, accept or reject any revisions made to Word or Excel documents. You can also specify whether or not to flatten any PDF forms included in the report.
  9. Click Print and save to create a PDF file that will be saved on the case, or click Print to either open it directly or save it on your local disk.


Delete a case

When you delete a case for the first time, the case is moved to the recycle bin (soft delete) . You cannot see the case in regular lists, but it is not removed from the database and you can restore the case later if required.

WorkZone can be configured to automatically soft delete a case or document when the defined retention period for the case or document expires. The automatic deletion parameter is set for each individual retention policy in WorkZone Configurator > Retention> Retention Policies.

Important:

  • You cannot delete a desktop case.
  • You cannot delete a case that has documents. Delete the case's documents first and then delete the case; hard delete the case's documents to hard delete the case permanently.

  • To delete some cases, a special update code is required. Please contact your administrator for more information.

Soft delete a case

To soft delete a case, you must have the SOFTDELETE access code.

When you soft delete a case, the case is moved to the recycle bin. At the same time the case will still exist in the WorkZone database. This enables you to restore the case, if required.

To delete a case, proceed with the following steps:

  1. Open the detail page of the case you want to delete.
  2. In the Main ribbon, click Recycle. If you are using a case list, you can also right-click on the case in the list and select Recycle.
  3. In the Delete case dialog box, select a reason for deletion from the list and add your comment to the Description field, if needed.
  4. Click Delete. The case is moved to the recycle bin.

Deleted cases have crossed-out case titles on the Case detail pages.

Delete a case permanently

To delete a case permanently (hard delete), you must be assigned the SOFTDELETE access code as well as the access code associated with the case's retention policy.

You can permanently delete cases from:

  • Recycle Bin - Cases list;
  • Detail page of the deleted case
  1. Open detail page of the deleted case or select it in a list. Note that you can select multiple items in a list.
  2. In the main ribbon, click Delete and then Yes. If you are using the Recycle Bin - cases list, you can also right-click on the case in the list and select Delete.

The cases are permanently deleted from WorkZone.

Automatically hard delete cases

WorkZone can be configured by a system administrator to automatically hard delete a case or document after a predefined purge period. The purge period is defined as number of days after the case or document has been initially soft deleted. Hard deleted items are deleted permanently.

The purge period can be defined for each individual retention policy in the Purge period field for the retention policy and is found in the settings for the retention policy in WorkZone Configurator > Retention > Retention policies.

Cases and documents will not be automatically hard deleted if the Purge period field has not been defined (that is, if the field is empty and contains no values) .

Cases and documents that are to be hard deleted will contain a date in the Purge date field in the respective recycle bin lists - Recycle bin - Cases for cases and Recycle bin for documents on the Home page as well as the Recycle bin tab in the Case details page. You can use the Purge date field to search for, filter, and sort cases or documents in the respective recycle bins.

How the Purge date field is determined

The value in the Purge Date field is determined by adding the value of the Purge period field for the assigned retention policy to the Retention date of the case or document.

For cases with no value in the Retention date field (for example SJ-TEMP cases or open cases that have been manually deleted), the Purge date is determined by adding the value of the Relative retention period field and the value of the Purge period field to the date the case was last updated – usually the date of deletion.

The Purge date will always be at least equal to the date the case or document was last updated (usually the date of deletion) plus the value of the Purge period field.

If the Purge date field is empty, the case or document will not be automatically hard deleted.

 


View deleted cases

You can view deleted cases in the Recycle bin - Cases list in the navigation pane under the Cases section.


Restore a deleted case

To restore a soft-deleted case, you must be assigned the SOFTDELETE access code.

  1. Open a case that you want to restore, on its detail page
    - Or -
    Select deleted case(s) in the Recycle Bin - Cases list.
  2. In the ribbon, click Restore. If you are using the Recycle Bin - cases list, you can also right-click on the case in the list and select Restore.