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There are two ways you can navigate to cases:
From the link sent to your email when assigned the case
From the Case Icon in the Navigation
Email Link
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This will bring you directly into manage the case for that specific student.
Follow the instruction below under Manage / Update a Casesstarting with Case Assignment if needed otherwise move further down to the Add Comment and Close Case section.
Case Icon in the Navigation
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If you want to see cases where students have submitted request you will need to change the Alert Type filter to “Request Assistance”.  |
The filters Most staff will only see the cases assigned to them unless they have been granted permissions otherwise to see all cases.
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Filters at the top of the page can be used to narrow down the list of cases you want to see. |
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If needed select the filters you want to apply
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Select your Name from the list.
After you are done choosing your filters you must select Search to apply the filters to your list.
My Students Only: If you have assigned students you can choose to only view cases for those students by selecting the check box under the filtered area, labeled “My Students Only”.
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Case
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Click the Manage Case button to the right of the case you would like to view.
The manage case window will open.
The student name, reason, and assigned staff will show at the top of the window.
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Assignments
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Only certain staff will have permissions to add / remove assignees. |
The top area will show who the case is assigned to.
The case can be assigned to more than one individual.
Add an Assignee
Click in the Assignee box.
Type of the name of the individual you would like to assign (you must have permissions to re-assign cases for this to be available).
Select the name from the list.
When you are done adding the name(s), select Save Changes.
Remove an Assignee
Click the x in front of the assignee you would like to remove. Be sure that the assignee box is not empty.
Select Save Changes.
Owner
The owner field can be used to add additional staff to the case.
For example a supervisor of an area may want to see the list of all cases for their staff. If they are added as the case owner they can use the Case owner filter to see the full list of cases for their area.
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Manage / Update a Case
Step 1: Look for Duplicate Cases
Review your list of cases to see if there are duplicate cases.
Duplicate Case = Multiple cases for the same student + the same issuer + the same comments (only the alert reason will be different).
If you have a duplicate case you will need to close one of the cases using the Duplicate case outcome. The other case will be used for your notes.
Select Manage Case for the one you would like to mark as duplicate and follow the steps under How to Close a Case.
Outcome should be Duplicate case (multiple cases issued for the same concern)
Comments should say closing because of duplicate case.
If you don’t have any duplicate cases proceed with Step 2 below.
Step 2: Update the Case
Click the Manage Case button to the right of the case you would like to view.
The manage case window will open.
The student name, reason, and assigned staff will show at the top of the window.
Case Activity
The case activity area will show all of the details about the case from creation to close.
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Select the Add Comment button under the Case Activity.
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The comment box will now show for you to type.
Include when/how you reached out to the student
Whether a meeting took place
If meeting with the student
create an appointment summary to complete the meeting
Any other detail you feel necessary
Be careful when enter information here, other staff who have access to cases will see your case comments.
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Select Add Comment.
Your comment will now show in the Case Activity area.
Close Case
When to Close the Case
Cases should be closed within two weeks of the open date.
After you have reached the student.
ORAfter two attempts to reach them without response.
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Select the Close Case button.
Click in the Outcome field.
Choose the appropriate outcome for your case.
Add a comment to close the case (i.e. appointment set with the student, duplicate case, etc.)
Check If you would like, check the box next to Allow closed comments to be shown in email
The comments.
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If you check the box to Allow closed comments to be shown in the email then the comments along with the case outcome will be sent to the staff that issued the ad hoc alert |
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or in the case of a request for assistance then the case close email (with comments if the box is checked) will be sent to the student who requested the assistance. |
Select Submit to close the case.
Example of case closed email (including comments).
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You can find this case now when filtering on the case status of Closed |
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. It will also show on the student profile |
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under the Reports/Notes tab. |
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