Find your way around a case
Each case page is split into two tabs. Dashboard is for day-to-day work: what’s happened and what’s due. Details describes how the case is set up: the person’s needs, what they hope to achieve, the support planned and who else is involved.
Before you start
You need casemanagement:read:cases to open a case and casemanagement:write:cases to change it. See Create and manage cases.
The case header
At the top you’ll see the case title and its status (open or closed). On an open case, Edit case details and Close case sit beside them.
The summary bar below shows:
- Client: the beneficiary, linked to their contact record
- Case Manager: the team member responsible
- Start: the start date, if set
- Duration: Open-ended, or Fixed with its end date
The Dashboard tab
| Area | What it’s for |
|---|---|
| Quick actions | Add interaction, Add task, Add planned support and Link external service |
| Tasks | Tasks linked to this case, with how many are open. Overdue dates show in red |
| Interactions | The history of contact with the person. See Log a case interaction |
Add a task
- Under Quick actions, choose Add task.
- Enter a title in Task title… and choose a due date.
- Choose Save Task.
The task is assigned to you and linked to the case. It shows Saving… for a moment, then appears in the list and in your tasks, where you can reassign it. Add task stays available on a closed case, for any follow-up after support ends.
The Details tab
| Area | What it holds |
|---|---|
| Client Needs | What the person needs help with |
| Desired Outcomes | What they hope to achieve |
| Planned Support | Agreed actions, with a lead, target date and status. See Plan support for a case |
| External Services | Professionals and organisations also supporting the person. See Link external services |
| Notes | The background notes entered when the case was created or edited |
Record needs and desired outcomes
Write these with the person where you can, in words they’d recognise.
- Open the Details tab.
- Under Client Needs or Desired Outcomes, type in the box (for example Add need…).
- Press Enter or choose Add.
To remove an entry, choose the × beside it. Changes save straight away; if one doesn’t, you’ll see Failed to update case and the entry is put back as it was.
Closed cases
A closed case shows This case is closed and is read-only. Editing controls are hidden. You can still read everything on both tabs and add tasks. See Close a case.