Case Management

Creating a case works much like creating a request did before, with three important changes to know:

• Select the resident while you create the case. This is your only chance to attach the resident at this stage — you can't go back and add it afterwards. Selecting them now is also what unlocks the resident info card (covered next)
  
  This can either be done on the main page.
  
  On the user profile
  
   
• Templates can pre-fill the case for you. Choose a template when creating the case to save time instead of starting from a blank form. 
   
• The SLA timeframe is set dynamically. As soon as you choose the category and priority level, the system automatically works out the response and resolution timeframes for you — so getting these right up front matters.

Tip: Choose the resident and the right category/priority before you save — both decisions lock in things you can't easily change later.

Once you've created the case, you'll see a resident info card at the top of the screen. It brings together everything you need to know about the resident before you respond:

• Who they are
• Which groups they belong to
• Their recent cases

• Recent correspondence and notes

  

Note: Watch for any flags or notes on this card — for example, a note showing the resident may need extra care. This can change how urgently and sensitively you should handle the case (for example, a broken handrail is especially important if the resident has mobility needs).

As you work the case, update its status so it reflects what's actually happening — this keeps everyone, including the resident, informed without you needing to send a separate message every time.

Note: By popular demand, the separate "requiring acknowledgement" step is gone. Updating the status now covers this for you.

1. Click on the status field.
2. Choose the status that fits:
   • Active
   • Under investigation — use this once you've looked into the issue
   • Waiting on customer — you're waiting to hear back from the resident
   • Waiting on external party — you're waiting on someone outside your team

   • Internal team pending
     

     
     
     Or when closing a case

   • 

Note: Updating the status (for example, to "Under investigation") automatically updates the SLA response tracker, so progress is visible without any extra work from you.

Templates save you time in two places within a case:

When creating a case

• Choose a template to pre-fill the case instead of starting from a blank form.

  

When adding a comment or update

1. Scroll down to the templates section.
2. Choose a template that fits the situation — for example, Progress notification, Appointment confirmed, or others available.
3. Insert the template. It adds ready-written wording you can then edit.

4. Edit the text as needed — for example, remove a line that doesn't apply, or add specific details like a date or time.

   

Tip: Templates make it quick to send a professional, clear update without typing it out every time — especially useful when you're managing several cases at once.

Once the case is in progress, Case Management keeps an eye on the clock for you.

1. Refresh the screen to see the latest status.
2. You'll be able to see:
   • Whether you've met your response time target
   • The resolution countdown — for example, if the case is high priority, the target resolution date might be as soon as tomorrow

List View


Note: These timeframes are set automatically based on the category and priority you chose when the case was created — no manual tracking needed.

Case Management also offers a focused layout — a view that lets you toggle between it and the standard view.

In focused layout:

• The resident info card moves from the top of the screen down to the bottom.
• The vitals sit down the left-hand side, showing how the case is tracking (for example, SLA/response progress).
• The description and comments move front and center, so the conversation is the main focus.