CaseworkiQ Case Upload

Overview

As well as being used to upload operational data into ControliQ, ControliQ Connect can also be used to upload cases to CaseworkiQ eliminating the need for cases to be created manually by managers or team members.

To upload cases using ControliQ Connect you first need to create a Source System to inform Connect of the data it should expect to receive and then upload your list of cases, known as a Feedfile.

 

 

The CaseworkiQ Source system is used to tell ControliQ Connect what data it should look for in the Feedfile you will be providing it during an upload and how it should treat that data.

To create a Source System, select the Casework Source Systems link in the Data Integration section of the Admin screen.

Name

Displays the name of any existing Source Systems.

Description

If a description was added to the Source System during setup it will be displayed here.

Owner

Confirms the level of the hierarchy that owns the Source System. Data can only be uploaded to this workgroup or its child workgroups using this Source System.

The selected level must be a level of the hierarchy that has CaseworkiQ enabled.

Email

Displays the email address that upload related notifications will be sent to for this Source System.

 

The Define Feed Columns icon is used to confirm the data from your Feedfile that this Source System should be looking for during each upload.

The Edit icon is used to edit existing Source System details.

The Delete icon allows you to delete Source Systems that are no longer required.

 

 

Selecting the search icon will allow you to refine the list of Source Systems displayed. You can search by partial or full Source System names.

Click the print icon to print a list of the existing Source Systems.

Click the Filter option to refine the list of Source Systems displayed by key attributes. To utilise the Filters option select the attribute that you would like to filter by from the drop-down menu in the pop up box.
 

To create a new Source System click the icon positioned underneath the Casework Source Systems header. This will prompt the Casework Source Systems Setup dialogue box to open.

 

Name

Enter a name for your Source System up to 100 characters. The name should indicate the purpose of the Source System so it will be easier to identify the Source System you need when uploading data especially if you have multiple Source Systems.

Description

You can add additional information about the Source System here up to 255 characters if required.

Owner

The owner specifies the portion of the hierarchy that the Source System can be used to upload data for. The Source System can be used to upload data for the selected workgroup and its children. Make sure you select a level that includes all the workgroups that you want to upload cases for.

Email

Specify the email address that you would like notifications relating to the success of actioned uploads using this Source System to be sent to.

Save

Once you have entered all of the details for your Source System click Save. Your Source System will now appear in the Source Systems list, and you will be able to Define Feed Columns for it.

 

 

Once you have created a Source System you will need to define its feed columns. This is where you tell ControliQ the data you want it to take from your Feed file. To define feed columns select the icon next to your Source System in the Source System list.

 

Use Form / Template

When defining your feed columns you can choose to type all of the required information directly into the relevant cells (Form) If you select this option be sure that the information you enter exactly matches the header of the column in your feed file that the field relates to.

Look out for incorrectly placed capital letters or spaces.

Selecting use template allows you to select a copy of the feed file you will be uploading using this Source System:

The headers from this feed file will then be used to provide drop-down menu options for each of the fields in the Feed Columns Setup Form.

Header Row (Required Field)

The header row directs ControliQ to the row number that your headers appear in, in the feedfiles you will be uploading.

Case ID (Required Field)

Enter the header from the column in your feed file that contains the Case ID.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu.

If the specified Case ID in the feed file is not unique an exception will be generated during feed file upload.

Description

If case descriptions are in use and will be included in your feed file enter the header from the column in your feed file that contains the description.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu.

Make sure that the descriptions in your feed file don’t exceed 100 characters as this will cause the whole case upload to fail.

Type (Required Fields)

Enter the header from the column in your feed file that contains the Case Type.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu

If the specified Type is not linked to the specified Category and exception will be generated when you upload your feed file.

Assignee Ref ID

If cases will be assigned to team members at the point of upload enter the header from the column in your feed file that contains the assignee.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu

Status

If cases will be assigned a status at the point of upload enter the header from the column in your feed file that contains the status.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu

If no status is specified, the case will be created with Open as the default status

Category (Required Field)

Enter the header from the column in your feed file that contains the Case Category.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu

If you are assigning an Owner Workgroup as part of the upload, the specified owner must have the Category linked to them or an exception will be generated.

Date Created

If cases will be assigned a creation date at the point of upload enter the header from the column in your feed file that contains that date.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu

The feed file date format must match that specified in the Date Format field at the end of this form.

If not date is entered the creation date will default to the date of upload.

SLA Start Date (Required Field)

Enter the header from the column in your feed file that contains the SLA Start Date.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu

The feed file date format must match that specified in the Date Format field at the end of this form.

SLA End Date

If an SLA End Date will be assigned at the point of upload enter the header from the column in your feed file that contains the SLA End Date.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu

The feed file date format must match that specified in the Date Format field at the end of this form.

Date Closed

If Closed Date will be assigned at the point of upload enter the header from the column in your feed file that contains the Closed Date.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu

The feed file date format must match that specified in the Date Format field at the end of this form.

Owner Workgroup

If an Owner workgroup will be assigned at the point of upload enter the header from the column in your feed file that contains the owner.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu.

The owner workgroup must have the selected case category linked to them or an exception will be generated on upload.

If owner is not specified as part of the upload the Source System owner will be added by default.

Estimated Effort (Hrs)

If an estimated effort value will be assigned at the point of upload enter the header from the column in your feed file that contains the estimated effort.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu.

The unit used will be hours so be sure the feed file unit is displayed in hours.

Stage

If a Stage will be assigned at the point of upload enter the header from the column in your feed file that contains stage.

If using the Form option, make sure to type this exactly as it appears in your feed file.

If using the Template option, select the relevant header from the drop-down menu.

The specified Type must have the Stage linked to it or an exception will be generated during upload.

Date Format (Required Field)

Enter the date format that will be used in your feed file from the drop-down menu.

It is important that the exact format is selected, or an exception will be generated on upload.

 

 

 

Once you have created your Source System and defined your Feed Columns you can upload feed files to create new cases. To do this select the Upload Cases link from the Data Integration section of the Admin screen.

 

Source Systems

Select the Source System you want to upload case through from the drop-down menu.

When creating Source Systems adding a Source System name that indicates the purpose of that Source System will make it easier to identify the correct one at this stage.

Cases

Select the file that you will be using as a feed file. Make sure it contains data columns for the required feed column fields:

Case ID

Category

Type

SLA Start Date

Without these data points the feed file will generate exceptions on upload.

Import

Once you have selected your Source System and Feed file click the Import button to start the import process.

Once you start the upload process your upload will appear in the Feed File Summary table below.

 

Source System

Confirms the name of the Source System that was used to upload cases.

Feed File Name

Confirms the name off the feed file that was uploaded.

Status

Indicates if the upload has been successful and the data published or if it is still processing and the new cases do not yet appear in CaseworkiQ.

Processed Date

Confirms the date that the upload was actioned

Successful Rows

Details how many rows of data were successfully uploaded.

Erroneous Rows

Details how many rows of data have not been uploaded due to exceptions. Once you have fixed the cause of the exceptions you can re-upload the missing rows of data.

Ignored Rows

This feature is only available for ControliQ Connect feed files not CaseworkiQ Case Uploads.

 

Clicking the refresh icon will update your upload status. If the upload was successful, it will move it to the Published status, if there are exceptions that are causing the whole upload to fail it will move it to Processing Error.

If your upload has fully or partially failed, you can see the exceptions that caused this by clicking on the information button. Once the cause of the exceptions have been fixed you can re-upload your file.

The delete icon allows you to delete uploads that do not yet have the status of Published. Once published you can no longer delete the upload and stop the cases being created.
 

 

Selecting the search icon will allow you to refine the list of uploads displayed. You can search by partial or full Source System and Feedfile names.

Click the print icon to print a list of the existing Source Systems.

Click the Filter option to refine the list of uploads displayed by key attributes. To utilise the Filters option, select the attribute that you would like to filter by from the drop-down menu in the pop-up box.

 

 

If your upload has fully failed (shows a status of Processing Error) or has partially failed (Shows a number of erroneous rows) you will need to investigate and correct the cause of the exception before re-uploading the feedfile.

To do this click on the icon next to your upload in the Feed File Summary table to access a list of exceptions that were generated during upload.

 

Exception Type

Details the cause of the exception.

Case ID

Confirms the ID of the case that the exception relates to. This case will not have been created due to the exception.

Category

Confirms the Category of the case as per the feed file data.

Type

Confirms the Type of case as per the feed file data.

SLA Start Date

Confirms the SLA Start Date of the case as per the feed file data.

 

Selecting the search icon will allow you to refine the list of exceptions displayed. You can search by partial or full exception type, case ID, category and type.

Select this icon to export the list of exceptions to MS Excel. Exporting the list allows you to filter the exceptions to better understand when one amendment will address multiple exceptions but also provides you with an updated feed file containing only the cases that weren’t created as part of the initial upload ready to re-upload when all exceptions have been resolved.

Click the print icon to print a list of the exceptions.

Click the Filter option to refine the list of exceptions displayed by key attributes. To utilise the Filters option, select the attribute that you would like to filter by from the drop-down menu in the pop-up box.

 

 

Common Exceptions Corrective Action

There is already a case with this case ID

Case ID’s must be unique.

Check the ID in the feed file is correct.

Check current cases not forgetting to look at those with a status of pending and closed.

Determine if the case is a duplication or a Case ID correction is needed.

Correct the ID for the existing case in CaseworkiQ or for the new case in the feed file so they are unique.

The case type is not linked to the case category

To create a case the category and type combination must exist in CaseworkiQ.

Check the category and type combination does exist, create link if required.

If the link does exist check the feed file category and type names exactly match the category and type names as they appear in CaseworkiQ, look out for incorrectly placed capital letters and spaces.

A link between the case category and workgroup has not been found

To create a case for a workgroup the workgroup must have the category assigned to it. Check the workgroup and category link exists, create link if required.

If the link does exist check the feed file category name exactly matches the category name as it appears in CaseworkiQ, look out for incorrectly placed capital letters or spaces.

Case type not found

The type of case you are trying to create does not exist in CaseworkiQ.

Check the case type has been created and linked to the relevant category. If it does exist check the feed file type name exactly matches the type name as it appears in CaseworkiQ, look out for incorrectly placed capital letters or spaces.

Name must be 50 characters or fewer

Description must be 255 characters or fewer

The Case ID or Description data in your feed file breaches the CaseworkiQ character limits. Amend the feed file data to be within these limits.

A link between the case stage and case type cannot be found

To assign a Stage to a case the case type must have that Stage linked to it in CaseworkiQ.

Check the stage and type combination does exist, create link if required.

If the link does exist check the feed file stage name exactly matches the stage name as it appears in CaseworkiQ look out for incorrectly placed capital letters and spaces.

Processing Error - The following expected columns are not present: (lists column headers that are missing)

Your source system feed columns are defined to look for a header that does not appear in your feed file.

Check the feed file is correct and all required data is there

Check the spelling of your feed file headers exactly matches the text entered in the relevant field during feed column definition. look out for incorrectly placed capital letters and spaces.