Case fields
| Field | Required | Notes |
|---|---|---|
| Title | Yes | Short name for the case |
| Beneficiary | Yes | The contact receiving support. Can’t be changed after the case is created |
| Case Manager | Yes | The team member responsible for the case |
| Start Date | No | When support begins |
| Duration Type | No | Open-ended (the default) or Fixed |
| Expected End Date | When Fixed | Shown and required only when the duration type is Fixed |
| Notes | No | Free-text background, shown on the Details tab |
| Client Needs | No | A list of needs, added on the Details tab |
| Desired Outcomes | No | A list of outcomes, added on the Details tab |
| Programme | No | Links the case to a programme for impact counting. Set through the API or an integration; not shown on the case forms |
Case statuses
| Status | Meaning |
|---|---|
| open | Support is ongoing and the case can be changed |
| closed | Support has ended. The case is read-only, can’t be reopened, and remains visible in the Closed tab |
Planned support
| Field | Required | Notes |
|---|---|---|
| Description | Yes | What support will be given |
| Target Date | No | When it should happen by |
| Lead | No | The team member responsible |
| Status | Yes | Planned, In Progress or Complete |
| Status | Meaning |
|---|---|
| Planned | The support has been agreed but not yet started |
| In Progress | Actively being delivered |
| Complete | The support has been provided |
External services
| Field | Required | Notes |
|---|---|---|
| Contact | Yes | The professional or organisation, as a contact |
| Role | Yes | For example GP, Social Worker or Housing Officer |
| Touchpoint Notes (optional) | No | Logged as a restricted Case Management touchpoint on the linked contact. Without notes, a default note naming the case title is logged |
Interactions
| Field | Required | Notes |
|---|---|---|
| Date & Time | Yes | When the interaction happened |
| Interaction Type | Yes | See below |
| Describe the interaction | When Other | Up to 200 characters |
| Notes | No | Up to 4,000 characters |
| Attached Document (optional) | No | A text reference to a document stored elsewhere. Doesn’t upload a file |
Interaction types
| Type | Use for |
|---|---|
| Correspondence | Letters and emails |
| Meeting | Meetings in person or online |
| Message | Texts and other short messages |
| Phone call | Calls |
| Progress review | Planned reviews of how support is going |
| Other | Anything else, with your own description |
Interactions recorded before this list was introduced, or through the API, may show other type names as they were written.