Manage cases

Create a new case

1. In the ribbon, click Case.
2. Fill in the required fields.
3. In the ribbon, click Save.

Create a new case from a template

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

Prerequisite: To create cases from a template, you must have one or more case templates set up on the server. See Create case templates in WorkZone Client Developer's Guide.

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.

   -Or-

   • 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. Fill in the required fields.
3. Click Save.

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.

Tip: 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.

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 appears. This date is calculated based on the retention policy assigned to the case.

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, including custom case lists. 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.

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.

Prerequisite: You must have WorkZone Explorer installed and configured.

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.

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.

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

Tip: 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.

   Tip: 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 document 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.

Tip: 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.
  • 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. Click Print and save to create a PDF file that will be saved on the case, or click Print to 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. You cannot see the case in regular lists, but it is not removed from the database and you can restore it if it is required.

Important:  

• You cannot delete a desktop case.
• You cannot delete a case that has documents. Delete the case's documents into the recycle bin to delete the case into the recycle bin; delete the case's documents permanently to delete the case permanently.

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

Delete a case into the recycle bin

Prerequisite: To delete a case to the recycle bin, you must have the SOFTDELETE access codeEach access code provides a permission for a specific action. You can view which access codes have been assigned to you on the "My access codes" detail tab. Find it on you contact detail page..

When you delete a case, the case is moved to the recycle bin. At the same time it still exists in the WorkZone database. This enables you to restore the case, if needed.

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

Prerequisite: To delete a case permanently, you must have the SOFTDELETE access codeEach access code provides a permission for a specific action. You can view which access codes have been assigned to you on the "My access codes" detail tab. Find it on you contact detail page. and 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.

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

Prerequisite: To restore a case from the recycle bin, you must have the SOFTDELETE access codeEach access code provides a permission for a specific action. You can view which access codes have been assigned to you on the "My access codes" detail tab. Find it on you contact detail page..

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.