Adding and Assigning CaseworkiQ Case Types and SLA's

Overview

Within ControliQ a Case Type is the second level of categorisation for your cases. Cases can be viewed and reported on at this level and then further expanded to view case stage and task if required.

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When you select the Case Types link within the Add / View section of the Admin screen you will see a list of all of the Types that have already been created.

 

Name

Displays the name of the exiting Type.

Due Soon

Confirms how many days ahead of the SLA end date cases of this type will flag as “Due Soon” in the Cases screen if this setting has been utilised.

SLA

Confirms the SLA of the case Type if this setting has been utilised.

Early Warning Threshold

Confirms the Early Warning tolerance for this case Type if the setting has been utilised.

Effort Estimation Sample Period

Confirms the number of days of historical data for this case Type that will be used to estimate effort for future cases.

 

To edit an existing Type, click the pencil icon next to its name to open the setup dialogue box.

To delete an existing Type, select the trash can icon.

Please note that you cannot delete a Type if there are any open cases of this Type.

 

 

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

Click the print icon to print a list of the existing Types.

Click the Filter option to refine the list of Types 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 Case Type, select the icon next to the Case Types table header. This will prompt the Case Types setup form to open.

 

Name

Enter the name of the Type here (up to 50 characters).

Don’t forget to use any standard naming conventions put in place by your organisation.

SLA Name

If SLA’s have been setup for your organisation select the relevant SLA for the Type that you are creating.

Due Soon

If you would like cases of this Type to flag as “Due Soon” in the Cases screen enter the number of days ahead of their SLA end date that you would like them to flag.

This value must be between 1 and 9999.

Early Warning System Threshold (%)

If you would like to enable the Early Warning System for this case Type enter the acceptable tolerance for case effort varying from average here. The average effort is based on the historical effort captured against cases of this Type calculated using the Effort Estimation Sample Period you set. If the actual effort captured against cases of this Type varies by more than the percentage tolerance you have set those cases will trigger the Early Warning System and flag in the Cases screen.

Effort Estimation Sample Period

If you would like historical data for this Type to be used to estimate the hours of effort required to close future cases of this Type select a historical duration of either 30, 60 or 90 days from the drop-down menu. As soon as cases of this type are created, worked on and closed the historical data will begin to build up and new cases created will have a estimated effort value pre-populated based on this data. If you do not want this value pre-populated select the Disabled option.

Save

Click the Save button to save new or edited Case Types.

Click the Save button to save new or edited Case Types.

Once you have created your Type you will need to assign it to the Case Categories that it relates to. To assign or unassign Types from Categories select the Case Types to Case Category link in the Assign section of the Admin screen.

 

Case Category

Select the Case Category that you would like to assign or unassign the Case Type from. The drop-down menu will display the Categories linked to the workgroup you currently have selected in the hierarchy selector.

Search

Allows you to search for Types using either a full or partial Type name.

Checkbox

Select the checkbox next to the names of any Types that you would like to assign or unassign.

If you select a Type or Types that are already assigned the un-assign button will appear next to the Search function.

Unassigning Types will be effective from the following day.

If you select an unassigned Type or Types, the assign selected item button will appear next to the Search function.

Selecting the assign selected items button will prompt the Set Start Date pop-up box to open where you can backdate the assign date of the Type. Once set an assign date cannot be changed.

Please note you cannot assign and unassign Types at the same time. These actions must be completed separately.

All cases created using the selected Type must be closed before it can be unassigned.

Name

Details the name of the Case Type.

Status

 

Confirms the date that the Type will be assigned or unassigned from the selected Category.

The status will show one of 4 possible options:

  • Unassigned – the Type is not assigned to the Category.

  • Assigned – the Type is assigned to the Category.

  • Unassigned Status Pending – the Type has been unassigned, and the change will complete the following day.

  • Assigned Status Pending - the Type has been assigned, and the change will complete the following day.

  

Start Date of Status

Confirms the date that the Type will be assigned or unassigned from the selected Category.

Clicking the icon allows you to unassign or cancel a pending assignment for a single Category.

Clicking the icon allows you to assign a single Category.

 

 

To simplify data capture and reporting there is the option to link the Core Tasks assigned to the workgroup to specific Case Types. This means that if a Core Task doesn’t relate to one of the Case Types a workgroup completes that Core Task can remain unlinked from the Type and will not appear as an option to capture effort against when that Type of case is being worked on.

 

To assign or unassign Core Tasks from Case Types select the Core Task to Case Type link in the Assign section of the Admin screen.

 

Workgroup Selector

Select the workgroup that you would like to link Core Tasks to Types for from the drop-down menu. This will display the workgroup you currently have selected in the hierarchy selector and any child workgroups.

Case Type

Select the Case Type that you would like to link Core Tasks to from the drop-down menu. This will display all existing Case Types. You can refine the list by typing the name of the Type into the Case Type cell.

Search

Allows you to search for Core Tasks to link to the selected Case Type using either full or partial task names.

Checkbox

Select the checkbox next to the names of any task that you would like to assign or unassign.

If you select a task or tasks that are already assigned the un-assign button will appear next to the Search function.

Unassigning tasks will be effective immediately.

If you select an unassigned task or tasks, the assign selected item button will appear next to the Search function.

Assigning tasks is effective immediately.

Please note that if no tasks are assigned to a Type then all tasks linked to the team will appear to capture effort against in the Case Worklog.

Name

Confirms the name of the Core Task.

Status

 

Confirms the status of the core task link.

  • Unassigned – the Core Task is not assigned to the selected Case Type for the selected workgroup.

  • Assigned – the Core Task is linked to the selected Case Type for the selected workgroup.

Confirms the date that the task will be assigned or unassigned from the selected workgroup.

 

Clicking the icon allows you to unassign a single Core Task from the selected Type.

Clicking the icon allows you to assign a single Core Task to the selected Case Type.

 

 

Adding and assigning SLA’s to Case Types means that the SLA End Date assigned to new cases created of that Type will automatically populate based on the SLA linked to the Type.

Selecting the Case SLA Types link in the Add/View section of the Admin screen will open the Case SLA Types screen displaying all existing SLA’s.

 

 

Name

Confirms the name of the existing SLA Type.

Default Duration and Type

Details the number of units and unit type of the SLA Type.

 

To edit an existing SLA Type, click the pencil icon next to its name to open the setup dialogue box.

Please note that editing an SLA will only apply the new parameters to new cases not existing ones.

To delete an existing SLA Type, select the trash can icon.

Please note that you cannot delete an SLA Type if the SLA Type is still linked to a Case Type.

 

 

Selecting the search icon will allow you to refine the list of SLA Types displayed. You can search by partial or full SLA Type names.

Click the print icon to print a list of the existing SLA Types.

Click the Filter option to refine the list of SLA Types 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 Case SLA Type, select the icon next to the Case SLA Types table header. This will prompt the Case SLA Types setup form to open.

 

Name

Enter the name of the SLA Type here, it is good practice to make sure the name provides a clear indication of the duration and type used to create the SLA Type as only the name will be visible when assigning the SLA Type to Case Types.

Default Duration

Select the number of units you would like to apply to your duration type (between 1 and 9999) to create your SLA. You can type the value directly into the cell or use the icon.

Duration Type

Select the duration unit that you would like to apply to your duration from the drop-down menu to create your SLA Type. This can be either:

  • Calendar Days

  • Working Days

  • Hours

Save

Click Save to create your new SLA Type or save edits to an existing one.

The SLA Type will now be available to link to Case Types in the Case Types setup form.