How to manage a case

Created by Rubric Support, Modified on Mon, 2 Jun at 11:39 AM by Rubric Support

The Case Management module provides a centralised table on the Case Management page, where all recorded cases are displayed. Cases are organised into categories based on their progress status, allowing staff to track and manage them efficiently.

Case Categories

The table includes the following case status categories:

All Cases: Displays a complete list of all cases, regardless of their current status.
New: Contains newly created or student-submitted cases that have not yet been assigned to staff.
Under Investigation: Once a staff member is assigned to a case, its status is automatically updated from New to Under Investigation.
Closed: Includes cases that have been resolved and marked as closed. Cases can be closed from the Case Details page.
Archived: Stores cases that are no longer active. Cases can be archived either from the Action menu in the Case Management table or within the Case Details page.

Viewing and Managing Cases

From the Case Management table, administrators can perform several key actions to manage cases efficiently.

Quick Actions

Assign Case Priority: Set the urgency level of the case.
Assign Case Owner: Assign staff member(s) to manage the case. This option is only available for cases listed under New.

Additional Actions (via the Action Button)

Set Case as Private: Restrict visibility of the case so that it is only accessible to you and other admin users.
Create Appointment: Send an appointment invitation to the student(s) who submitted the case.
Reopen Case: Reopen a case that is currently marked as Closed or Archived.
Archive Case: Move the case to the Archived category for long-term storage.

Viewing Case Details

To view or manage detailed information about a case:

Locate the case in the Case Management table.
Click View Case Details.

Available Actions in the Case Details Page

Edit: Update the case information or make changes to existing details.
Add Staff Note: Record investigation progress or other relevant updates by adding notes.
Download: Download a copy of the case details to your device.
Archive: Move the case to the Archived category.
Update Time Spent: Log the amount of time spent working on the case.
Close This Case: Mark the case as resolved. This action is only available for cases under investigation.
Reassign This Case: Change the case owner to a different staff member.

Case Details Side Panel

On the right side of the Case Details page, there are three tabs to support case management:

Appointments

Allows staff to create and manage appointments with students who submitted the case.

Click Create New Appointment.
Enter the start and end date and time.
Input the location or meeting link.
Optionally, tick the boxes to send notification emails to the case owners and the students.
Once the appointment is created, appointment details will appear in the Appointments tab.

Staff Notes

Displays all notes added by staff regarding the case.

To add a new note, click Add Note, type your message, and attach any relevant files.
Click Submit to save. Each note is recorded with the date, time, and name of the person who created it.

Audit

Shows a complete action log of the case, including status changes, form updates, and assignments. This allows for transparent tracking of the case history.