Plan support for a case

Planned support records what your team has agreed to do for someone: who’s leading each action, when it should happen and how it’s going. It gives anyone picking up the case a clear view of what’s been promised.

Before you start

  • You need casemanagement:write:cases.
  • The case must be open. Planned support on a closed case can be read but not changed.

Add planned support

  1. Open the case.
  2. Choose Add planned support, either under Quick actions on the Dashboard tab or under Planned Support on the Details tab.
  3. Describe the support in Description, for example “Weekly budgeting session”.
  4. Optionally set a Target Date and choose a Lead: the team member responsible.
  5. Choose a Status: Planned, In Progress or Complete.
  6. Choose Add.

The entry appears under Planned Support on the Details tab, with its status, Lead: and Target: where set.

Update an entry

As support moves on, keep the status current so colleagues can see what’s outstanding.

  1. Open the Details tab.
  2. Choose the edit icon on the entry.
  3. Change the Description, Target Date, Lead or Status.
  4. Choose Save Changes.

Remove an entry

Choose the delete icon on the entry. It’s removed straight away, with no confirmation, so check you’ve picked the right one. If the support was delivered, consider setting it to Complete instead so there’s a record it happened.

Statuses

Status Meaning
Planned Agreed but not started
In Progress Being delivered
Complete Delivered

If something goes wrong

  • Description is required: enter a description before saving.
  • Failed to save planned support entry or Failed to update case: the change wasn’t saved. Check the case is still open and try again.

Related: find your way around a case.