Cases

Note: To access the Cases section, the user must have the PM_CASES permission assigned to their role.

The case list is displayed on the left side of the screen in the user's Home panel. It is composed of groups of folders, which group cases based on their status. These are the cases that the current user has been designated to work on, but has not yet begun, or in the case of the Participated folder, cases that the user has already finished.

To access the case list, click on Home in the top menu.

New Case

Users who have been assigned to work on a task after a start event can see the list of processes that contain new tasks assigned to them by clicking on New Case. These are the cases that the current user has been designated to work on, but has not yet begun.

To start a case and work on the steps (Dynaforms, input or output documents) in the first task, users must double click on the name of the process in the list of cases (which also includes the name of the first task).

Cases can also be started by selecting the process and clicking on the button. A window that displays the load progress of the first step will be shown to the user.

After selecting a process from the list, the Process Information window located on the right side of the sreen will display information about the process. The following information is shown: name of the process, name of the first task, description, category, the calendar related to the process, the working days (i.e. the days the process can be worked on), and the status of the debug mode.

Inbox

A case is placed in the user's inbox when the current task in the case has been assigned to their account. When cases in the inbox have the "To Do" status, it means that their current task has not been completed yet. Once the data in a task is changed by submitting a Dynaform, or when another type of step is completed, then the case status will change to "Draft".

Note: Only cases on their first task may have the "Draft" status.

If the case is shown in boldface, then it has not yet been opened and it's considered "unread". Once the case is opened by double clicking on it (or selecting it and clicking on "Open"), then it is considered a "read" case.

Cases whose due date is listed in red have already passed the date when their current task was expected to be completed. The expected time for each task to be completed can be set in the Task Timing Control settings.

Cases are initially ordered by their # (case number), but cases can be sorted by any column by clicking on its header. To switch between ascending and descending order, click on the up or down arrow that appears after clicking on a column header, then select either Sort Ascending or Sort Descending.

Also, it is possible to choose which columns will be shown in the inbox list by clicking on Columns:

In the menu bar above the case list and the column headers, there are a few options that allow the users to take certain actions with a case, such as pausing a case, viewing case information, filtering the cases, and others.

  • Open: This option opens the case selected. A case must be selected from the list to use this option.
  • Actions: Using the Actions menu allows the user to pause a selected case, view the case summary and case notes, or reassign a case by choosing the desired action from the submenu.

    Where:

    • Pause: By clicking on the pause icon, the user can pause the selected case and choose the date when the case will be unpaused on the calendar displayed.

    • Summary: Displays information about the selected case. Read more about the Case Summary at the link.
    • Case Notes: Allows the user to add a note about a selected case. Read more about Case Notes at the link.
    • Reassign: Allows the user to reassign the case to a different user. A new window will be displayed listing all of the available users:

      Click on the user to be reassigned to the case, enter the reason why the case is being reassigned and then click on the Reassign button. Take into consideration that this option is only available if the user has the PM_REASSIGNCASE permission in their role or if the user is a supervisor of the process. Paused cases cannot be reassigned.

  • Read: Click to only list the cases that have already been opened (but haven't had their data changed yet).
  • Unread: Click to only list the cases that have not yet been opened.
  • All: Click to show all cases.

Draft

A case status changes to "draft" when the assigned user has started to work on the current task, but has not completed it. New cases on their first task automatically have "Draft" status when they are created.

Note: Only cases on their first task may have the "Draft" status.

Participated

A participated case is a case in which a user has participated, meaning that the user worked on at least one task in the case. When the user clicks on this option, the panel on the right side will show a list of cases, four buttons above the column headers and a search box, as seen in the image below:

The options are:

  • Open: This option displays information about the case as shown in the image below.

  • Started by me: Only the cases started by the current user will be shown in the list.
  • Completed by me: Only the cases completed by the current user will be shown in the list.
  • All: All cases the user has participated in will be listed.

Unassigned

In an unassigned case the current task has a Self Service assignment rule, meaning that any one of the users assigned to the task can decide to claim the case as their own. Before the case is claimed its status is set to "Unassigned".

The actions that can be taken with the unassigned cases are:

  • Open: This option displays information about the case, as shown in the image below.

  • Read: Only cases that have already been opened will be shown after clicking on this option.

    Warning: The Read filter in the Unassigned list does not work. This is a known issue that will be fixed in upcoming versions of ProcessMaker.

  • Unread: Cases that have not been opened yet will be shown.

    Warning: The Unread filter in the Unassigned list does not work. This is a known issue that will be fixed in upcoming versions of ProcessMaker.

  • All: All unassigned cases will be shown.

Paused

A case can be paused, meaning that it is temporarily unavailable and cannot be opened or worked on. Paused cases can also be unpaused if the user currently assigned to work on the case, or a process supervisor, manually unpauses the case. Note that the cron.php file needs to be executed for a case to be automatically unpaused on its unpause date.

Filters

At the top of all the lists (Inbox, Draft, Participated, Unassigned, Pause), there are different filters:

  • Task Status: Filters the cases by the status, which can be:

    • All Statuses: Displays all the cases.
    • On Time: Displays all the cases that have not passed the date when their current task was expected to be completed. The date that the case must not passed is stored in the DEL_RISK_DATE field of the APP_DELEGATION table.
    • At Risk: Displays all the cases that are at risk of being overdue. A task is at risk, if the current date has passed the value stored in the DEL_RISK_DATE field, but has not passed yet the date of the DEL_DUE_DATE field of the APP_DELEGATION table.
    • Overdue Displays all the cases that have already passed the date when their current task was expected to be completed. This date is stored in the DEL_TASK_DUE_DATE field of the APP_DELEGATION table.

    Warning: The Task Status option does not work in the paused list. This is a known issue that will be fixed in upcoming versions of ProcessMaker.

  • Category: Search by a category created in ProcessMaker. It is worth mentioning that this search will run ONLY with Solr disabled.

  • Process: Search all processes created in the workflow using the name of a process.
  • Search: Searchs a specific content in the following columns:
    • #
    • Case
    • Process
    • Task

  • Jump to: Redirects to a specific case if a case number is entered and the Jump To button is clicked.