About cases

A case in WorkZone Client corresponds to a physical case or a case folder. The purpose of a case is to gather all information related to this case in one place.

• A case is unique and has a unique case number.
• A case can refer to the other cases as case references.
• Cases can have a hierarchy of a parent case with one or more of the child cases. For example, a case can have child cases if the cases contain information closely related and subordinated to the original case.

 

Closed and open cases

A case can either be in an open or closed state. This state will determine which actions a user can perform on the case. Newly created cases are always open.

Open cases

Open cases are active cases and can be edited by users with sufficient editing rights (Write access) to the case. New documents and parties can also be added to the case.

Finding open cases

Open cases are defined by not having a closed date and you can use the Open cases or the Unit's open cases standard lists to find open cases. You can also create your own searches as well as use distributed searches and customized lists created by other users to locate open cases.

Closing cases

You can close an open case according to the procedures for closing cases in your organization. See Close a case.

Closed cases

Closed cases are inactive and cannot be edited by any users. You can only edit the Reminders, Case handler, Responsible unit, Read access, and Retention code fields on a closed case. New documents and parties cannot be attached to a closed case.

When you close a case, a retention date is calculated based on the retention policy assigned to the case.

Finding closed cases

Closed cases are defined by having a closed date which is used to locate closed cases. Closed cases can be found by creating a case search query and using the Closed date from and Closed date to search criteria fields to refine and narrow your search.

Reopening a case

If you need to edit a closed case or add a new document or party to a closed case, you must reopen the case. See Re-open a closed case.

Case category

A case category is a major division of cases defined by a category. An organization configures case categories individually depending on its architecture, requirements, and needs.

When creating a new case, you must first define the case category by selecting the category from the Case drop-down list on the main ribbon. After a case has been created, you can change the case category for the case as well as for multiple cases.

Case categories are created and maintained in the WorkZone Configurator > Case > Properties page > Case categories tab.

There are two special case categories: the Desktop case and the Standard case.

Standard case

When manually creating a case, you must select the case category before creating the case, but when a case is created using OData or WorkZone Explorer, the Standard case category will be applied as a default case to the newly created case.

The Standard case is a WorkZone system category and can be edited but not deleted.

The case detail page of a Standard case will be rendered with the default case template.

Finding Standard cases

Standard cases are not considered to have a case category and the Case categoryfield of the case is therefore empty. When searching for Standard cases, all cases where the case category field is empty are therefore found. You can create a specific search for Standard cases or you can create a general case search, add theCase categorysearch criteria to the search and define the@Empty value in the search criteria.

Changing a Standard case category

A Standard case can be changed to any other case category, for example changing a Standard case to a Subject case.

Clearing a case category

The case category of a case can also be cleared. This changes the case to a Standard case and changes the case template used for the case to the default case template. You cannot clear the case category for multiple cases.

The Desktop case

Every user has a case called a desktop case. The desktop case contains documents that have been created by you and not immediately saved on a case. These documents are automatically saved on your desktop case. You can also save documents directly on your desktop case, use the Desktop case as a draft case for your documents, and then move finished documents to other cases as the work progresses.

Documents that are archived from the desktop case are not assigned a record number. Instead they keep the original record number (0) which was assigned when the document was created. If the archived document is assigned to another (non-desktop) case, the document will be updated with a new record number that corresponds to the new case.

Desktop case numbering

The case number of the desktop case has the following format: "SJ-STD-<USERNAME>". For example, for a user with the username "LOF", the case number of the desktop case will be "SJ-STD-LOF". The title of the desktop case is "Desktop - <USERNAME>". For example, "Desktop - LOF".

Desktop cases cannot be closed or deleted.

Case type

A case type is a more granular division of the cases by a predefined case type. Case types are specific to the organization and reflect how the organization sub-divides case meta data. An organization configures case types individually depending on its architecture, requirements, and needs.

Case types are defined in the Case type field on the case detail page and can freely be changed on all open cases.

Case types are created and maintained in the WorkZone Configurator > Case > Properties page > Case types tab.

Facets

Facets represent case properties that are specific for an organization. Use facets as an alternative or complimentary way to classify your cases. In contrast to case groups, you can select multiple facets for a case. Facets are defined by an administrator and then made available on a case detail page. Click the icon on a facet to open a list of available options, select facets and click Apply.

See Also

Case groups and child case groups