Case administration

Introduction to case administration in ConSol CM

The case administration allows you to search for cases in order to delete them or return them to the start node of their processes.

Concepts, terms and definitions

Concept	Other terms	Definition
case	ticket	Request of the contact which the users works on in the Web Client
queue	process	Instance of the business process; links the used workflow to the stakeholders, i.e., the involved contacts and users
workflow		Technical representation of the business process
scope		A workflow consists of several scopes which illustrate the status of the cases.

Available search criteria

The following search criteria are available:

• ID: Search by the case ID. You can choose to search either for a single ID, for a range of IDs or for a comma-separated list of IDs.

• Name: Search by the case name.

• Subject: Search by case subject.

• Creation date: Search by creation date of the case.

• Close date: Search by close date of the case.

• Modification date: Search by last modification date of the case.

• State: Search for open or closed cases.

• Queue: Search for cases in one or several queues.

• Scope: Search for cases in one or several scopes. Only scopes which belong to the workflows of the selected queues are available.

• Free text (all fields, emails and comments): Search for any word contained in the data fields, emails or comments.

Basic tasks

Performing a search

You can perform a search by providing one or several search criteria and clicking the Start search button. If you provide several search criteria, they are combined with AND, i.e. only cases which match all provided criteria are found. The number of results is limited by the value of the Maximum results field. The footer of the results table shows the number of cases in the table and the total number of cases which match the search criteria.

The search in the Name, Subject and Free text fields is done by whole words. You can use wildcards to match parts of words. For example, if you want to find cases which contain “email” or “emails”, use “email*” as search criterion.

You can click the Reset search button to clear the search criteria and the search results.

Working with the search results

You can perform the following actions on search results:

• Filter the search results
  You can filter the table with the search results by applying filters by queue, by scope (after selecting a queue) and by state. In addition, you can enter a name or subject in the search field.

• Reopening a case
  Only for closed cases. You can reopen a closed case by clicking the Reopen icon. The case state is changed and the case starts the process at the start node of the workflow of its current queue.

• Restarting a case
  Only for open cases. You can restart an open case by clicking the Restart icon. The case starts the process again at the start node of the workflow of its current queue.

• Deleting a case
  You can delete a case by clicking the Delete icon. This operation cannot be undone.

  You can only delete cases if you have the permission Administrate full system + access all entities.

When reopening or restarting a case, only its position in the workflow and the state is changed. The case itself is not modified, so that all data provided in specific process steps is still available. Reopening or restarting a case might imply that workflow steps which should only be passed once, are passed again.