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

\uD83D\uDCD8 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

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

Cases Email.png

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

  2. 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.

    Navigate Case.png

  3. The cases widow will open.

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

If you want to see cases where students have submitted request you will need to change the Alert Type filter to “Request Assistance”.

Request Assistance.png

  1. The filters at the top of the page can be used narrow down the list of cases you want to see.

  2. Select the filters you want to apply.
    Assigned to You: For example if you only want to see cases Assigned To you.

    • Click on the Assigned To dropdown.

    • Select your Name from the list.

  3. After you are done choosing your filters you must select Search to apply the filters to your list.

  4. 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”.

    Cases Screen.png

Manage / Update a 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 Assignment

The top area will show who the case is assigned to. The case can be assigned to more than one individual.

Add an Assignee

  1. Click in the Assignee box.

  2. 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).

  3. Select the name from the list.

  4. When you are done adding the name(s), select Save Changes.

Remove an Assignee

  1. Click the x in front of the assignee you would like to remove. Be sure that the assignee box is not empty.

  2. 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.

You could also use the owner field as the person who is in charge of taking care of the case.

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.

Add Comments.png

  1. The comment box will now show for you to type.

    • Include when/how you reached out to the student

    • Whether a meeting took place

    • Any other detail you feel necessary

      • Be careful when enter information here, other staff who have access to cases will see your case comments.

Add Comment.png

  1. Select Add Comment.

  2. 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

Case Close.png

  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)

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

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 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.

  1. Select Submit to close the case.

Example of case closed email (including comments).

Example of Case Closed Email.png

You can find this case now when filtering on the case status of Closed. It will also show on the student profile under the Reports/Notes tab.

Cases (EAB Help Center)

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