Casework

Case Find and Dashboard: New Date Options in Custom Dashboard Filters

The list of options for Date fields used in custom dashboard filters has been expanded to include “Last Week” and “Last Month”. This makes it easier to quickly narrow in on cases of interest based on any of Opened Date, Closed Date, Follow-Up Date or Due Date. New Last Week and New This Week are also new options to select from for the second case dashboard filter.

Case Dashboard – Upgraded Maps

The case dashboard maps have been upgraded. With the new pin maps, it is easier to view cases that are clustered in an area by count, and to quickly drill down to get progressively more detailed information on a single area or location.

Standard Note on Follow-up Date/Time and Next Step Changes

If a case is modified such that the follow-up date/time or next step changes, a standard note is now added automatically. This provides automated and clearer logging of changes that were made and when, as well as details on the system user that made the changes.

Case Details Report – All

A new standard report, Case Details Report – All, has been added. As the name suggests, this report provides extensive case details for the cases of interest in either formatted Excel or CSV format.

Case Office Administration

New UI for Case Category Management

For Case Office Administrators, the UI that supports the flexible creation and management of Case Categories has been redesigned for better usability. It is now possible to use create, edit and delete actions directly within the Case Category tree for simplicity, and new options have been introduced to expand/collapse the entire tree with a single click.

Category Queue: By Category

The platform offers the option to set up Case assignment queues to distribute cases to groups of users based on when their last Case assignment took place. This is a way to balance workloads automatically, however previous released only supported queuing at a Case Office level. It is now possible to set up unique assignment queues at an individual category level to better manage automated Case distribution by issue type.

Staff Email Notifications on Case Modified

For email notifications to staff that are auto-generated when a case is modified, this release offers expanded options to control whether an email gets triggered or not. The core fields (follow-up date, next steps, assignee, notes, status, attachments) are still supported, but there are many other options to choose from. It is also possible to remove a core field trigger to provide even greater flexibility.

Integrations

Fleetio Integration

AccessE11 is now integrated with Fleetio Fleet Management Software. Vehicle selection and issue information can be entered in an AccessE11 webform as a simplified approach to creating, describing and assigning related issues in Fleetio. Notes added in AccessE11 or Fleetio and added automatically on the other system as part of the integration. As fleet maintenance issues are resolved, the associated case is automatically updated and closed in AccessE11, with an autogenerated notification being sent to everyone involved. If you are interested in more information, please contact your AccessE11 sales representative.

Cartegraph Integration

A pre-built integration is also available to seamlessly create work order requests (requests) in Cartegraph OMS based on information that is entered in AccessE11, including requester information, issue type, location, description and more. Once created, Cartegraph request numbers are linked directly in AccessE11 to keep the two systems in sync when status updates are made in either. If you are interested in more information, please contact your AccessE11 sales representative.

Password Management Changes

Password Reset Process

The password reset process has been improved to avoid the need for duplicate username entry where this has already been entered in login screen. Messaging to users has also been improved to indicate, using obfuscation, which address the reset email has been sent to.

Password Change Notification Emails

For password reset notification emails, improvements have been made to better distinguish between resets that are handled by administrators, and those that are done by individual users for their own accounts.

Contact Management

New UI for Tag Management

The UI that supports the flexible creation and management of Tags has also been improved for better usability and to match the category management tree.