Create and manage cases

A case brings together everything your team does to support one person over time. Open one when someone starts receiving support, so needs, plans, contacts and conversations are kept in one place. For background, see What is case management?.

Before you start

  • Your beehive needs the Case Management module. If it isn’t switched on, All Cases shows Case Management is not active with an Enable Case Management button. Enabling it may have cost implications for your organisation, so check before choosing it.
  • Case Management access isn’t part of ordinary beehive membership. You need casemanagement:read:cases to see cases and casemanagement:write:cases to create, edit and close them. Interactions have their own permissions: see Log a case interaction.
  • The person receiving support must already be a contact. If they aren’t, add them as a contact first.

Find a case

Open All Cases in the sidebar. The tabs filter the list: All, Open and Closed. Each row shows the Title, Beneficiary, Case Manager, Duration, Status and Created date. Select a row to open the case.

If you see You don’t have permission to view cases. Ask an administrator to grant you access., ask an administrator for casemanagement:read:cases.

Create a case

  1. Open All Cases and choose Create Case.
  2. Enter a Title: a short name your team will recognise.
  3. Under Beneficiary, search for and choose the person receiving support. Check you’ve chosen the right person: the beneficiary can’t be changed after the case is created.
  4. Under Case Manager, choose the team member responsible.
  5. Set a Start Date if support has a start date.
  6. Choose a Duration Type: Open-ended, or Fixed with an Expected End Date.
  7. Add any background in Notes. Record only what your team needs to provide support.
  8. Choose Create Case.

The case opens straight away. It can take a few seconds to appear; the page waits for it rather than showing an error.

Edit a case

  1. Open the case and choose Edit case details.
  2. Update the Title, Case Manager, Start Date, Duration Type, Expected End Date or Notes. The Beneficiary is shown but can’t be changed.
  3. Choose Save Changes.

Only open cases can be edited. A closed case is read-only.

Work on a case

Once a case is open, most day-to-day work happens on the case page:

If something goes wrong

  • Please select a beneficiary contact or Please select a case manager: choose one from the search results rather than only typing a name.
  • Failed to create case or Failed to update case: nothing was saved. Check you hold casemanagement:write:cases and try again.
  • Case not found.: the case may have been entered with the wrong link. Open it from All Cases instead.

For every field and status, see Case fields and statuses.