Category: Case Work

Mobile App

AccessE11 and foreAction provide a convenient mobile app that empowers field staff, contractors, and individuals on the move to access the system using their smartphones or tablets. This solution significantly enhances productivity by eliminating the need for constant travel between office and job sites just to obtain or update case information. Setting Up the App […]

How To Customize Case Intake Using Custom Fields

Custom fields are a valuable tool that allow you to completely customize your case intake process by defining options your municipality requires while submitting cases. Utilizing these fields ensures that information specific to your municipality is captured with every case, and able to be viewed, filtered, and reported on later. Custom fields are separate from […]

Public Portals

Citizen Portals In addition to web forms for receiving service requests, AccessE11 offers two additional online options for keeping citizens informed and engaged in the service management process. Citizen Case Portal When citizens make the effort to report a concern, it is critical to keep them informed as action is taken by municipal staff to […]

How To Manage Case Office Templates

Case Office Templates Your Case Office makes use of templates to streamline and give consistency to your communications. There are two types of Templates: Case Intake Templates and Email Templates. Case Intake Templates are used to structure Notes when creating Cases. These templates can be used to add information common to certain Cases instead of […]

How to Use ArcGIS Layers

Working with AccessE11 and ArcGIS It is very common for citizen reported issues to relate to physical assets that are owned by the municipality. For municipalities that rely on ArcGIS for mapping physical infrastructure, AccessE11 offers an out-of-the box integration to flexibly configure and render any number of layers defined in an ArcGIS domain within […]

How To Administer a Case Office

Case Office Administration Within Case Work, users that are logged in with privileges for managing a Case Office will see a Case Office Administration tab. The features available under this tab allow you to configure your Case Office and the Staff assigned to it. Finding a Case Office This option is only available if you […]

How to Manage Completed Cases

Managing Completed Cases There are a few options for handling a Case that has been resolved: It can be Closed. This means that the Case is no longer visible in Dashboards and Reports pertaining to active cases, but that it can still managed within the system. It can be Deleted. This removes the Case from […]

How To Update A Case

Updating a Case After a Case has been created you will need to update it from time to time until the issue has been resolved and the Case is ultimately closed. If configured, notifications will be sent to the assigned users as changes are made to the case. There are two main ways to navigate […]

How To Create A Case

Creating a Case A Case represents an issue experienced by one of your Contacts. Case Work is the set of features within the application that supports the management and tracking of these issues for the community that you represent. There are two main ways to navigate to the Case Work application once you are logged […]