Managing Cases

While working with a Customer you may need to change the parameters of a Case, monitor its status or finish the work on it. The main Case management actions are described below.

Editing a Case

You can change the number, category or description of a Case at any time.

1. On the Case list page, open the menu (three dots) and choose "Edit";
2. Make the required changes;
3. Click the "Save" button.

Case statuses

The status reflects the current state of the Case. You can't choose it manually: it changes automatically depending on your actions.

• Created — the initial state of a Case right after it is created;
• In progress — the Case has been taken into work. The status changes automatically when a Contract or an Issue is added to the Case;
• Completed — the Customer's problem is solved and all obligations in the Case are fulfilled;
• Canceled — the Customer declined legal assistance and all contracts in the Case were terminated.

Completing a Case

To finish the work on a Case, do the following:

1. Go to the Case page;
2. Open the menu (three dots) and choose "Complete the case".

The system will check for related unfinished records: Issues, Contracts or court cases.

• if there are such records — a "Confirm case completion" page opens with a list of them. Click "Yes, complete everything" to complete them automatically together with the Case, or "No, go back" to check them manually;
• if there are no unfinished records — the Case gets the "Completed" status right away.

Canceling a Case

If the Customer declined help and a contract was concluded in the Case, terminate the contract first:

1. Go to the Contract page;
2. Open the menu (three dots) and choose "Terminate the contract".

Then complete the Case as described above. If all the contracts in the Case are terminated, it gets the "Canceled" status instead of "Completed".

Deleting a Case

You can delete a Case, but this is not recommended because all historical data is lost. A completed Case can't be deleted.

1. On the Case list page, open the menu (three dots);
2. Choose "Delete" and confirm the action.