Instructions for how to view and manage cases. This document is for staff who will be assigned cases.

 Instructions

View / Manage Cases

There are two ways you can navigate to cases:

1. From the link sent to your email when assigned the case

2. From the Case Icon in the Navigation

Email Link

1. Click on the “View Case Details” link shown in your email.

Open

2. This will bring you directly into manage the case for that specific student.

3. Follow the instruction below starting with Case Assignment if needed otherwise move further down to the Add Comment and Close Case section.

Case Icon in the Navigation

1. Log into Navigate if you are not already logged in.

2. Click on the Case icon in the left navigation.
   
   

   Open

   

3. The cases widow will open.

4. The “Open” cases with the “Alert” type will show by default.

5. Most staff will only see the cases assigned to them unless they have been granted permissions otherwise to see all cases.

6. If needed select the filters you want to apply. After you are done choosing your filters you must select Search to apply the filters to your list.
   
   

Case Assignments

• The top area will show who the case is assigned to.

• The case can be assigned to more than one individual.

Manage / Update a Case

Step 1: Look for Duplicate Cases

1. 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).

2. 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.

3. If you don’t have any duplicate cases proceed with Step 2 below.

Step 2: Update the Case

1. Click the Manage Case button to the right of the case you would like to view.

2. The manage case window will open.

3. 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.

Add Comment

1. Select the Add Comment button under the Case Activity.

2. 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.

3. Select Add Comment.

4. 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.

1. After you have reached the student.
   OR

2. After two attempts to reach them without response.

How to Close the Case

1. Select the Close Case button.

2. Click in the Outcome field.

3. Choose the appropriate outcome for your case.

4. Add a comment to close the case (i.e. appointment set with the student, duplicate case, etc.)

5. If you would like, check the box next to Allow closed comments to be shown in email.

6. Select Submit to close the case.

Example of case closed email (including comments).

 Related articles

Cases (EAB Help Center)