Link external services to a case

People you support are often working with other professionals too, such as a GP, social worker or housing officer. Linking them to the case means your team knows who else is involved and how to reach them.

Before you start

You need casemanagement:write:cases, and the case must be open.
The professional or organisation must already be a contact. If not, add them as a contact first.

Link a service

Linking a service also logs a Case Management touchpoint on the linked contact’s record, marked as restricted. If you leave Touchpoint Notes (optional) blank, the note reads “Linked as external service on case:” followed by the case title, so the title becomes visible from that contact’s record. Choose your wording with that in mind.

Open the case.
Choose Link external service, under Quick actions on the Dashboard tab or under External Services on the Details tab.
Under Contact, search for and choose the professional or organisation.
Enter their Role, for example GP, Social Worker or Housing Officer.
Optionally add Touchpoint Notes (optional). These are added to the contact’s timeline in place of the default note.
Choose Link Service.

The service appears under External Services on the Details tab, with its role and a View contact link to their record.

Remove a service

When a professional is no longer involved, choose the delete icon beside them under External Services. The link is removed from the case straight away, with no confirmation. The touchpoint logged on their record when they were linked stays there.

If something goes wrong

Please select a contact or Role is required: complete both before saving.
Failed to link external service: nothing was linked. Check the case is still open and try again.
Failed to remove external service: the service is still linked. Try again.