Managing Completed Cases

Managing Completed Cases

There are a few options for handling a Case that has been resolved:

  1. 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.
  2. It can be Deleted. This removes the Case from view, however not from the database. If necessary, our support team can help to recover it.
  3. An administrator can also purge a Case Office. This permanently removes all deleted Cases from the database, making them non-recoverable.

Closing Cases

Cases can be closed in normal View/Edit Case operations, in the Case Work Dashboard, in the My Cases Dashboards, or using Bulk Operations.

NOTE: Any user can close a non-confidential Case, and only users with a permission level of Office Staff or Office Admin can close a confidential Case. 

Closing Cases in View/Edit

Find and select the Case that you want to close using one of the methods outlined in Searching for Cases


Then select Closed from the Status dropdown, and click the Save button at the bottom right corner of the screen.


Closing Cases in the Case Work Dashboard

Find and select the Case that you would like to close.

Once you have selected the Case that you would like to close, select Closed from the dropdown in the Case Card within the Dashboard (note: Show Card will need to be selected if the Case Card is hidden).


Closing Cases in the My Cases Dashboard

If you would like to close a Case that is assigned to you, you can do so from the the My Cases Dashboard. First, find and select the Case that you would like to close.

Once you have selected the Case that you would like to close, select Closed from the dropdown in the Case Card within the My Cases Dashboard (note: Show Card will need to be selected if the Case Card is hidden).


Closing Cases using Bulk Operations

Find the Cases that you would like to close using the Case Find features.


Once you have the selected the Cases that you would like to close, select the Status Change option from the Bulk Operations menu. Then, in the pop-up, Select Closed from the New Status dropdown and click Apply to apply the change.


Deleting Cases

You can delete a Case in normal View/Edit operations, or using Bulk Operations in the Find Case section of the system.

NOTE: Only users with permissions set to Office Staff or Office Admin can Delete Cases.

Deleting Cases in View/Edit

Find and select the Case that you want to Delete using one of the methods outlined in Searching for Cases


Then select Delete from the Options menu, and then click Confirm Delete in the pop-up to delete the Cases.


Deleting Cases using Bulk Operations

Find the Cases that you would like to Delete using Case Find.

Once you have the selected the Cases that you would like to delete, select the Delete Cases option from the Bulk Operations menu. Then, in the pop-up, enter your account password and click Apply to delete the Cases.


Purging Cases

To purge deleted Cases, navigate to the Edit Case Office Section.

NOTE: Users with Office Staff or Office Admin permissions can purge non-confidential Cases, but only users Office Admin permissions can purge confidential Cases.


To do so, select the Case Work option from the top menu, select the Case Office Administration tab, and then select the Case Office option in the left menu. 

Then, to purge the deleted Cases, select the Purge Deleted Cases option from the Options menu.


    • Related Articles

    • Task Management

      As part of the 2024.1 release, Task management has been added to the available features when managing cases. Not all issues are completed with a single step, and including tasks in your issue management workflow will allow a more comprehensive, ...

    • Managing Case Categories

      Cases are categorized to help your Case Office in searching for, reporting on, and in managing Cases. The platform’s management features for Case Categories allow you to: Create, View, Edit, and Delete Case Categories for your Case Office Specify ...

    • 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 ...

    • Getting Started with Case Office Administration

      Within Case Work, users that are logged in with permissions 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 ...

    • Searching for Cases

      The Cases that are assigned to you can be viewed within the Case Work application. With sufficient permissions, you can also view Cases that are assigned to others. Using the “Find” option within Case Work, you can access multiple search criteria ...