Case Management
Getting Started: Case Intake Channels
This article will go over a high level overview of the different case creation methods. The target audience for this article are new staff learning to use the system, who want to know the different methods of creating a new case for citizens, or for ...
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, ...
Using the Case Dashboard
Users with a role of Office Administrator or Office Staff are able to access a dashboard that aggregates and summarizes information for the Case Office as a whole. This is the main landing page of the Case Work application. This guide provides an ...
Inbound Channels
Critical to the efficiency of any case management system is an ability to create new cases as easily and as quickly as possible. While the system provides a web and mobile interfaces that are simple to use, information needed to create a new case is ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 / SMS Templates. Case Intake Templates are used to structure Notes when creating ...
Using 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 ...
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 ...