Work with cases

A case in WorkZone 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.

Each case is unique and has a unique case number. A case can refer to 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 they contain information closely related and subordinated to the original case.

Create a case

1. In the top right corner, click Create case.
2. Select the needed case type from the menu.
3. Fill in the required fields.
4. Click Save.

Create a case from a case template

Case templates are cases where the data in one or more case fields are automatically populated with predefined data. Before you can select a case template in WorkZone One, a WorkZone administrator must first create the case template and assign it to a group in WorkZone Configurator.

1. In the top right corner, click Create case.
2. Select From template.
3. In the Select case template, you can either search for the case template that you need, or select one from your Most recently used or from the defined template groups.
4. Select a template and fill out any remaining fields as needed. You can also edit the predefined values auto-filled from the case template.
5. Click Save.

Preview a case

You can preview cases to check their most important details and edit meta data fields without opening the case page.

1. In a list, click title of a case that you want to preview. The preview pane will open, showing this case's most important details, such as information fields, documents, and parties.

From the preview pane, you can:

• View and edit case information (meta data) fields.
• Open pages of documents and parties on this case, to view their details or perform other actions.
• For case documents: View main details, download, move, copy, move to recycle bin, change to a supplementary document.
• For case parties: View main details, add party to favorites or remove it from favorites.

To edit the case items, you will need to open the respective page.

Open a case page

The case page provides a full overview of this case, with detailed information and meta data fields for this case.

1. Select a case, and click Open. The case page will open.
2. Switch between the Overview, and Activities tabs to view relevant details.
   • Overview: Here you can see documents, notes, parties, and information fields on this case.
   • Activities:
     • All processes section: Here you can find an overview of all processes related to this case and their details.
     • Lifecycle section: Here you can see a chronology of all changes made to this case since it was created. For example, when and by whom the State field has been updated, the Case handler was changed, the case was closed and reopened.

Edit case details

You can edit case information from the preview pane, or from the case page.

Edit case information from the preview pane

1. In a list, click title of a case. The preview pane will open.
2. In the preview pane, click on a field to start editing it. Note that some fields will be locked for editing. This depends on your organization's configuration.

3. Make your changes, and click Save.

Edit case information from the case page

1. Open the case page.
2. In the Information pane, click on a field to start editing it.

3. Make your changes, and click Save.

Close a case

Closed cases are inactive and cannot be edited by other users. Once a case is closed, case owner can only edit the Reminders, Case handler, Responsible unit, Read access, and Retention code fields on it. It is impossible to add new documents or parties to a closed case.

1. Open the case page.
2. In the top right corner, click > Close case.

Reopen a closed case

1. Open the case page of a closed case.
2. In the top right corner, click > Reopen.

Copy an existing case

You can copy an existing case and reuse its content for a new case.

• You can copy parties, documents, and case references from the original case, but you cannot select which specific items to copy. That is, if you select to copy Parties, for example, then all existing parties on this case will be copied to a new case.

1. Open the case page.
2. In the top right corner, click > Copy.
3. In the Copy case dialog, select the needed values:
   • Optionally, change the Case group or Child case group.
   • Select the items (Documents, Parties, Case references) that you want to copy from the original case.
4. Click Copy. A new case will be created with the selected content copied, and an automatically created reference to the original case on the Case reference tab. Click Go to copied case to open the copied case.
5. If needed, make changes to the new case and click Save.

View case lifecycle

The case lifecycle shows the progress of a case since it was created. For example:

• 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 page.
2. Open the Activities tab.
3. Navigate to the Lifecycle section.

Add a note to a case

You can create notes on the cases to record case management progress and to share additional information with your colleagues. Other users can create their own notes and edit, lock or delete your notes on the same case, if they are assigned sufficient rights to do so.

• Notes support basic text formatting. You can make your text bold, italic, underlined, struck through, create bulleted or numbered lists, as well as remove any existing formatting.
• Notes can contain the Rich Text Format (RTF), so you can copy the text from other RTF-sources, for example, from e-mail messages.

1. Open the case page.
2. In the Notes section, clickAdd note.
3. Enter the note Title and select the note Type from the drop-down.
4. Add the note text.
5. Click Save to save the note.

-Or-

5. Click Save > Save and lock to save and lock the note.

Add a document to a case

You can upload an existing document from your file system to a case, or create a new document using the Omnidocs template used by your organization.

1. Open the case page.
2. Perform the needed action:
• To upload an existing document from your file system:
  1. In the top right corner, click New document > Import from file system.
     • Or: Drag and drop the needed document from your file system to the case.
  2. Click Yes in the confirmation dialog.
• To add a new document using the Omnidocs template:
  1. In the top right corner, click New document.
  2. Select Create from template and log in to Omnidocs.
  3. Select a template and click Next.
  4. Before you click Create, you can fill out optional information, such as a new document title.
• To add a new Word, Excel, or PowerPoint document:
  • In the top right corner, click New document.
  • Select the document type that you want to create.
  • A new, untitled document of the selected type is added to the case and opens in the corresponding program, where you can name it and start editing right away.
  Note: Your organization's configuration determines whether the new document is opened in the web or desktop version of the corresponding application.

View, add, edit, or remove case references

A case reference is a link to another case that may be relevant to the current case handling. Each case can reference multiple other cases and be referenced by multiple cases.

View case references

1. Open the case page.
2. Click the Case references tab.

Add a case reference

1. Open the case page.
2. Click the Case references tab.
3. Click Add case reference.
4. In the Add case references dialog;
   1. Specify your search criteria and click Search.
   2. Select the cases that you want to add as case references, and click to move them to the right-hand list.
   3. Optionally, select a case reference Role from the drop-down.
   4. Click Save.

Edit a case reference

1. Open the case page.
2. Click the Case references tab.
3. Select a case reference, and click > Edit.

    -Or- 

   Select multiple case references, and click Edit at the bottom.

4. In the Edit case reference dialog, select a new case reference role from the drop-down, and click Save.
   

Remove a case reference

1. Open the case page.
2. Click the Case references tab.
3. Select a case reference, and click > Remove.

    -Or- 

   Select multiple case references, and click Remove at the bottom.

4. Click Yes in the confirmation dialog.
   

Add, edit, or remove case reminders

You can use case reminders as to-do lists with an overview of tasks that you need to work on. You will not receive any notifications about your case reminders, but you can easily track them by showing relevant columns (for example, Reminder date, Reminder text) in the case lists on your dashboard, or by adding a standard search list, such as Cases with reminders, as a list widget to your dashboard. See Customize WorkZone One .

• Users with write access to a case can add, edit or remove reminders on this case.
• Users with read access to a case can only view the existing reminders on this case.

View case reminders

1. Open the case page.
2. Navigate to the Reminders section.

Add a reminder

1. Open the case page.
2. In the Reminders section, click Add reminder.
3. In the Create reminder dialog, fill in the following fields:
   • Title: Enter the title for your reminder.
   • Reminder: Type the reminder date or select one in the calendar.
   • Reminder for: Select a recipient who will receive the reminder.
   • Reminder type: Optionally, select the reminder type.
   • Reminder closed: Select P, Closed to close this reminder.
     Note: Closed reminders will not appear in your search results if you search for reminders.

   • Reminder text: Enter the text for the reminder.

   • Click Save.

Edit a reminder

1. Open the case page.
2. In the Reminders section, click the reminder that you want to edit. The reminder details will open in the preview pane.
3. Apply the needed changes, and click Save.

Remove a reminder

1. Open the case page.
2. In the Reminders section, select the reminder that you want to remove.
3. Click Remove.
4. Click Yes in the confirmation dialog.

Print case documents

You can add some or all of the case documents to a single PDF file, and save it on a case or on download and print it. The PDF file will include the selected documents and, optionally, meta data.

1. Open the case page.

2. Select the needed documents from a list, and click Print documents.

3. In the Print case documents dialog, select the documents that you want to include in a PDF file from the left-hand list, and click to move the selected documents to the right-hand list. Drag and drop the documents to change their order in the PDF file.
• Only documents from the right-hand list will be included in the PDF file.
• Optionally: Start typing in the search field in the right-hand list to filter the displayed documents.
• Optionally: Under the drop-down, click Add all archived button to move archived main documents with their supplementary documents (even if they are not archived) to the right-hand list.
4. If needed, adjust settings for the PDF file:
• Template: Select a template for a PDF file.
  • A case with parties and documents: Include meta data of the case, documents and parties, and selected documents.
  • Public Access, printout of the case documents: Include meta data of the case, documents and parties, and selected documents.
  • Report without a cover page: Include selected documents only.
• Title: Change name for the new PDF file.
5. Click relevant option:
• Save on case: To create a PDF file that will be saved on the same case. You can open and print it.
• Print: To download and print the PDF file. When the Downloads dialog appears, click Open file to open the PDF file and print it.

Add or remove contacts as parties on a case

Add contacts as parties on a case

1. Open the case that you want to add parties to.
2. In the Parties section, click Add parties.
3. In the Add parties dialog, you can search for the contacts you want to add as parties:
• Enter a text to search for in the Free text field.
• Select the type of contact you want to search for in the Type field, for example Person (with CPR). This way you can narrow the scope of your search to only include contacts of the selected type.
4. Click Search. The search results are displayed in the left column.
5. Select one or more contacts and click . The selected contacts will move to the right column.
6. You can select a role for the contact in the Role list, for example Party or Recipient.
7. Click Save. The added contacts are displayed on the Parties list on the case.

Remove parties from a case

1. Open the case that you want to remove one or more parties from.
2. Select the check box next to the party that you want to remove.
3. If you selected one party, click and then Remove to remove the party
4. If you selected multiple parties, click Remove at the bottom of the Parties list to remove the parties.

Create contacts as parties on a case

1. Open the case that you want to add parties to.
2. Click Add parties.
3. In the Add parties dialog, click Create contact, and then select the type of contact you want to create.
4. In the Create contact dialog, enter the contact information, and click Save. The new contact appears in the Add parties dialog.
5. Click Save. The new contact is added on the Parties list on the case.

Open in SAPA

If a case contains identifiable CPR or CVR information, you can navigate from the case page to SAPA (Sags- og Partsoverblik, a Danish case and party overview system) web portal, and quickly view there citizen or company information collected from all municipalities.

1. From the case page, click Open in SAPA.
2. Log in to SAPA web portal.