› Define a case definition

Define a case definition

The case definition is the minimum step a case can go through and against which the other steps (associated processes) are linked.

A case can be started in two ways:

  • Customer logs on to the portal and raises the case.

  • Customer calls the provider who raises the case on their behalf.

A case is normally created with a unique human-readable case reference.

In this tutorial, the customer opens the case, and the case reference is generated by the process and communicated to the customer during triage.

Once a case is opened, it goes through the following steps at a minimum:

  1. Triage the case to determine the actions to take.

  2. Review the case to ensure everything is on track.

  3. Move the case to Resolved once all issues are addressed and perform an internal check to ensure everything is complete.

  4. Request the customer to close the case.

To define a case, perform the following steps.

  1. On the TotalAgility Advanced Studio Home page, navigate to Workflow > Case definitions and click New.

    The new case definition opens in a new browser tab. By default, the Design tab is open.

  2. Configure the general properties of the case.
  3. Set the duration or expected finish time of the case.
  4. Set Service Level Agreement.
  5. Set a budget.
  6. Set triggers.
  7. Set up additional data as needed.
  8. Set up roles.
  9. Set up states.
  10. Set up case milestones.
  11. Set up process events.
  12. Add activities to the case.
  13. Configure activities for the case.
  14. Release the case.

To view the SLA management and escalation management quickly, use small numbers in minutes instead of days or months when setting up time and duration within this tutorial.