2.0/Cases

This section discusses how end users can execute and manage their cases, as well as the options to that a user sees when running a case. In ProcessMaker, a case is an instance of a process. In other words, the process is the map of the work to be done and a case is a single time when that work is done. From version 2.0.30 on, the HOME menu where cases are run and managed has a different view.

Cases List

The case list is displayed on the left side of the screen, it is divided into different type of cases for a given user. This options can be used to quickly and efficiently locate a particular case or type of case. The case list can be accessed by clicking on the HOME menu.

The options for the case list are the following:

Cases

New Case

It's possible to initiate a new case of the process previously created. It shows a list of all the cases that the user has been designated to work on, but has not yet begun the work. To initiate a case, an user and a DynaForm, Input or Ouptut Document must be assigned into the first case, otherwise process can't be seen on the list of cases to be initiated:

To initiate a case double click on the process or select the process to be initiated and click on the icon.

By selecting a Process from the list, the Process Information located on the right side will display all the information of it, such as: Name of the process, Description, Category, amongst others.

Inbox

It includes the list of cases that require input from a particular use. It shows a list of all the cases that the user has been designated to work on, but has not yet begun the work. These cases have a TO_DO status, meaning that their data has not been changed, since the user was first designated to work on a task in the case.

If the case is shown in bold-face, then it has not yet been opened and is considered "unread". Once the case has been viewed by choosing one case and click on its Open button, then it is considered a "read" case. Once the user edits the case, then its status will change to DRAFT and it will no longer be listed in the Inbox.

Cases whose Due Date are listed in red have already passed the date when their current task was expected to be completed. (The expected time for each task can be set under Task Timing Controls.)

The cases are initially ordered first by their # (case number), but the cases can be sorted by any column by clicking on its header. To change to ascending or descending order, click on the up or down arrow which subsequently appears after clicking on a column header.

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

At the top of the screen are different options to filter cases according to their process, to search for cases and to jump to a particular case. By default, the Inbox displays all cases, bu there are options to filter for cases that have been opened and not yet opened:

• Open: This option allows opening a selected process. It will be enable by choosing one of the process of the list.

• Actions: it's divided into a submenu:

• 'Pause: by clicking on a calendar will display where the date on which the case will be unpaused has to be set up.

• 'Summary: it displays the information of a selected case by clicking on . Read more about Case Summary.

• 'Case Notes it allows to add a note of a selected case by clicking on . Read more about Case Notes.

• 'Reassign: it allows to reassign the case to a different user by clicking on , a new window will be displayed with all of the available users:

Check the user to reassign the case and finally click on Reassign.

• 'Read: Click to list cases which have already been opened (but not yet had their data changed).

• 'Unread: Click to list cases which have not yet been opened.

• 'All: Click to show all cases, whether "read" or "unread".

Draft

Includes cases that are being edited or advanced by the user but have not yet been submitted to the next task. Cases are considered to be in DRAFT status after the user edits case data by submitting a DynaForm or uploading an Input Document or after moving to a subsequent step in the current task.

Participated

Includes all the cases that the user has sent or participated in. When the user clicks on this option, a panel in the right side will show a cases list, three options at the top, and links to filter, like in the illustration:

The links to filter for the Participated are:

• Open: by choosing a case from the list, this option will enable to open an specific case, displaying the information of the case:

• Started by me: when the user clicks on this link the cases list will only show the cases that have been started by the user.

• Read: when the user clicks on this link the cases list will only show the cases that have been read.

• Unread: when the user clicks on this link the cases list will only show the cases that have not been read.

• All: when the user clicks on this link all the cases list will be showed.

• Unassigned: Includes any user from the pool of assigned users to grab the case and work on the task. In other words, the user will have the power to assign himself/herself to the task.

• Paused: Includes cases that for some reason have been temporarily stopped at this task, and are no longer advancing.

Unassigned

Includes all cases which will be claimed by a pool of users assigned into the task. The user will have the power to assign himself/herself to the task. If an user claim the case, it won't be available for the rest of users assigned into the task. Configure a Self Service assignment rule to let users claim a case from the unassigned list.

Paused

Includes a list of all cases which were paused during their execution. Only the user who pauses a case will be able to unpause it. However, from version 2.5, users with a PM_SUPERVISOR permission in their role will be able to unpause cases.

Searching Criteria

At the top of the list (Inbox, Draft, Participated, Unassigned, Pause) there are different search criteria:

• Process: search by all process created in the workflow.

• Search: search by any criteria, like number or name of the case.

• Jump to: by entering a number of the case and clicking in Jump to, it will redirect to a specific case.

• Category: search by a category created. This search criteria is available form version 2.0.44 on. It is worth mentioning that this search will run ONLY with Solr disabled.

Search

Advance Search

Includes a sub menu on the top of the case list on which cases can be searched by date.

Where:

• Delegate Date From: by clicking on the an initial date must be selected
  • To: by clicking on the an end date must be selected

When dates were selected click on Filter to display the result:

• Process: it is possible to search by all process or select a specific one:

• Status: it is possible to search by all status or select a specific one such as: draft, to do and completed.

• User: it is possible to search by all users or select a specific one:

- From version 2.0.44 it was added a Current user option as a search criteria:

Searching by All Users one of the results displaying will be those cases who are Unassigned:

As you can see on the image the [UNASSIGNED] label has been added, which determines the behavior or where the name originates. This [UNASSIGNED] label is available from version 2.5. As you can see

Note: As the image above the search can be done by one or more search criteria at the same time. On the example the search was done by users and status.

• Search: Finally it is possible to enter a specific word on the last criteria search as the image below:

Enter the criteria search and click on Search

For example: searching the number of a case the result will be:

Process Supervisor

Review

Includes cases that have been sent back to the process supervisor. This tab is available only if the user is a process supervisor and for that it is necessary that her role contains the PM_SUPERVISOR permission.

Reassign

Includes cases that may be reassigned to another user. This tab is available only if the user has in her role the "PM_REASSIGNCASE" permission. To reassign a case click on this menu. In the top, the user will see the following options:

Select the case and click on Reassign, the following window will display:

As it can show on the image the list of all users assigned to this task will be displayed, choose the one who will have the case.

Documents

The documents panel will allow users to arrange the documents in different folders that can be created here. Only users, such the admin, who has the PM_FOLDERS_VIEW on his/her role will have the access to this new option. When the user clicks on the Documents option, he will see the right side panel(see in the following illustration) divided in two panels:

a. Directory: it manages folders and their structure, so a list of created folders either using the documents option, or using Destination Path option for Output or Input Documents could be created on this panel. Directories will be created following a tree structure using sub-directories and files.

b. List of Folders and Files: it manages folders and files, so a list of all the input documents uploaded and output documents generated during the process as well as folders will be display inside this panel.

Directory

Folders will be display on the left side of the panel, they will be created as a tree structure as the image below:

By right click on the folder, a menu with the New Folder, Copy, Move and Delete options for each folder will be displayed:

Creating New Folders

It's possible to create a new folder. It is necessary to right click on the respective folder where the sub folder will be created; for instance, if it's required to create a folder at the root level, right click on folder, click on New Folder option, and the following box will display:

Where:

• Path: It will show the path where the folder will be created.

• Name: Name of the folder to be created.

Folder will be created inside the root folder:

If a new folder needs to be created inside a sub folder, for example inside Output Documents folder, right click on this folder, click on New Folder and create it:

Next to the main folder (Output Documents) the + will be added automatically when more than one file or folder has been created inside this, click on it to expand or contract the directory:

Moving Folders

Note: Working from version 2.0.45.

A folder, including all its content could be moved inside another folder. Once the folder is moved from one location to another, it will be removed from the original location.

For example, the following structure is set with a file uploaded inside PDF Documents folder:

Moving PDF documents folder at the same level than Root Folder, right click on PDF Documents folder and select Move option, destination box will appear where the path where the folder will be move must be selected:

Dropdown will show all available paths to move folders, select / to have folder moved:

Finally, folder as its file will be moved, final structure is shown in the image below:

Copying Folders

Note: Working from version 2.0.45.

A folder, including all its content could be copied from one location to another, keeping the original file on both locations.

For instance, copying folder PDF Documents inside folder 2, right click on PDF Documents folder and click on Copy the following box will be displayed:

Select destination and click on Copy button, folder and its content will be copied:

Renaming Folder Names

A folder could be rename by click once over the name of it, as it is shown in the image below:

Renaming Documents name to Pictures the result will be

Note: Only if folders are located on different paths will be able to have the same name.

Deleting Folders

A folder, including all its content (including sub folders) could be deleted. Right click on the folder to be deleted, click on Delete option, and a message box will be displayed to confirm if the folder will be deleted.

List of Folders and Files

It manages folders and files which will be displayed on the left side of the panel:

• Root folder: Click on this to go to the Root Folder.

• Reload: Refresh the list of documents.

• New Folder: Create a new folder.

• Delete Folder: Delete a created folder.

• Download a file: Download a specific file previously chosen from the list.

• Upload a file: Upload a file.

• Show Dirs: It shows the directory or directories created. For example, if this option is selected and click on Root Folder icon, all folders located at that level will display:

• Filter current view: search by directory created or files.

Managing Folders

Folders can be either created or deleted.

• Creating Folders

A folder can be created. There are two options to create them:

1. Choosing the Create Folder icon form the menu. On this case is advisable to have Show Dirs selected to show the list of folders available. If folder needs to be created on the root folder, click on Root folder icon, click on the icon and a new window will be displayed to introduce the name of the new folder:

The path will indicate where the folder will be created, in the case of the example it will be on root folder (/). Click on Create button to have the folder created.

2. By running a case where an Output and Input Documents were created with a destination path defined for both of them.

For example, for the Output Document was defined the following destination path:

/Contracts/License

And for the Input Document was defined the following destination path:

/Personal Documentation

Running the case, and going to documents, both paths have to be created as it is shown below with their respective files:

Output Document:

Input Document:

Where:

• Name: Name of the folder/file.

• Version: Version of the document. This is defined if the Output or Input Document has the versioning enabled.

• Modified: Date when documents or folders where modified.

• Owner: Owner of the document or folder. It means person who run a case and upload or generate a Document, or person who creates a folder.

• Type: Type of the document, it will be: PDF File, Word Document, External, Power Point File, PNG Picture, JPG, GIF, Input File, Output File.

• Process: Name of the process where the file uploaded or generated is related. Folders are not associated to a Process, even if they were created while running cases, so, no information will display.

• Case: Name and Number of the case where file uploaded or generates is related. Cases are not associated to a Process, even if they were created while running cases, so, no information will display.

• Deleting Files and Folders

Delete a folder or a file. It's just possible to delete only once at a time; to delete a specific file right click on it an a popup window will display.

Note: If during the process the same document was generated as a PDF and DOC format, and one of them is deleted form the list, both of them will be deleted because they have the same ID.

• Downloading Files

A document of the list can be download. Right click on the file to download an a pop pop up window will display with the option to download the document:

• Uploading Files

A file or files can be uploaded.

If an existing file is uploaded check the Overwrite option, otherwise it will be uploaded as if it were a different file.

Running Cases

When running a case there are four options at the top of the Menu like the one shown in the illustration bellow.

Steps

It shows all the DynaForms, Output and Input Documents assigned in the current task, so it can be accessed easily into each one of them:

Information

It shows all the information of the current process:

Process Map

By clicking on Process Map option a new tab will open next to the current case:

It's very useful for the user to check where in the process is the task on execution. Each task will be differentiated by color which represents a state of a task. Next to the process a Key with the colors explanation is displayed:

Process Information

By clicking on Process Information a new window with the information of the current process will display:

Task Information

By clicking on Task Information a new window with the information of the current task

Case History

It shows a brief description of the case.

Message History

It shows all the email notifications sent during the process.

• View: it displays the message sent, not only derivation messages and email notifications but also cases notes added:

• Resend: resend the message, use this option in case the message hasn't been sent or if message needs to be send again.

Changes from version 2.0.40

Form version 2.0.40 Message history change its view moving the resend option below the list of notifications sent.

And for version 2.0.41, the preview option was added:

Resending the message, a message of confirmation will be sent, and the new message will be listed:

Preview option will be display as follows:

Dynaforms

It shows all the dynaforms defined in the process. User must have Process Permissions to see the list of dynaforms. The list of dynaforms will appear during the execution of a case (Inbox, Draft) or at the end of it (Participated).

For example, if a user is running a case and that user has the permission to see a specific dynaform, on the INBOX and accessing to the case and to the menu Information > Dynaforms that specific dynaform will be listed:

More than one dynaform may be listed depending on the process permission given.

Change Log

It shows all changes made by any user who has been assigned with Process Permissions to have access to dynaforms which belongs to the current case.

Note: From version 2.0.42 on any modifications made by Supervisor Users will be reflected on the change log.

Change log will specify:

• Field Name: Name of the field which was modified. Usually the name which is displayed is the name given when the field was created.

• Previous Values: If some previous changes were made those values will display on this field.

• Current Values: It will display all the fields and their values modified.

Example 1: Changes Made by a Supervisor User - If the Supervisor User changes some information of the dynaform:

And the user who is the owner of the task check the change log for the respective dynaform, the change will display by clicking on Fields Changed

Example 2: Changes made by any user - If any user changes some information of a dynaform, and during the case this dynaform is accessed by any user, who has or hasn't participated in a case (this is defined on the process permission configuration), all changes made by any user will display on the change log.

For instance, starting the case #66 with and Admin user who has been assigned with permissions to see any dynaforms of a case, filling the first dynaform and then the dynaform will be submitted as follows:

The admin user has the possibility to see changes, ONLY IF the dynaform was submitted. Then go to Information > Dynaforms then select the dynaform which was modified and click on Change Log:

Change log for the respective dynaform will display, as it can be seen, the values to display will be only the current ones because this was the first time on which the dynaform was filled:

If we go back to the dynaform and change some more information and submit the dynaform, on the change log it will display the new information including the previous value:

By clicking on view, a preview of the dynaform will be displayed with the new values:

Preview

By selecting a dynaform, the preview of what was filled during the case will be displayed on view mode:

Uploaded Documents

It shows all the allowed documents uploaded by any input document defined during the process:

Users can download the document at any time during the process by clicking on Download button.

From version 2.5 by double clicking on the name of the Input Document it can be downloaded:

Generated Documents

It shows all the allowed documents generated by any output document defined during the process:

From version 2.5 by double clicking on the name of the Output Document, it can be downloaded:

Actions

Pause

A selected case from the list can be paused. By clicking on the calendar icon, as the image below, a calendar will display in which the date of the unpaused case must be defined

Note: Unpausing a case will cause the due date for the current task to be recalculated, starting from the time when the case was unpaused.

Adding a reason why the case is paused

Available version: From 2.0.44 on

User who is pausing the case will have the possibility to send the reasons why the case has been paused by email as a case notes to all users who participated in the case.

When a case is paused the following window will display:

Write a brief description of pausing the case and if all users have to receive a notification about it click on Notify users of case checkbox. The notification received will be:

Delete

If a case is still in its initial task, it can be deleted. Its record will be removed from the database. By default, only the user currently designated to work on the case has rights to delete the case. If other users should be able to delete the case, then assign them a role with the PM_DELETECASE permission and give them Process Permissions to be able to open the case. They may also need the PM_ALLCASES permission in their role in order to be able to find the case under HOME > Advanced Search.

Deleting an Open Case

To delete a case, open the case and select the Delete option from the Action menu.

A question box will appear to confirm whether the case should be deleted or not.

Select Yes to delete the case.

Deleting from a List of Cases

Cases can also be deleted by going to HOME > Inbox or HOME > Drafts and selecting the cases to be deleted. To select more than one case, hold down on the CTRL or SHIFT key while clicking on cases in the list. Then right click on a selected case and chose Delete from the dropdown menu.

A question box will appear to confirm whether the case should be deleted or not.

Select Yes to delete the case.

Cancel

Once the case has moved onto subsequent tasks, it is no longer possible to delete the case using the ProcessMaker interface. Instead, the case may only be canceled, meaning that its status is changed to CANCELLED in the database, so it can no longer be worked on. The case will be removed from the list of cases under Inbox or Draft in the cases sidebar.

The last user designated to work on the case and any users who have Process Permissions may still open the canceled case in read-only mode by going to HOME > Participated (or HOME > Advanced Search if the user's role contains the PM_ALLCASES permission). However, the case's data and its associated files may no longer be changed.

Moreover, a case can't be cancelled form the first task, while a case is running, it must be on second task to have the option under Actions option.

To cancel a case, open the case and select the Cancel option from the Action menu:

A question box will appear to confirm whether the case should be canceled or not.

Select Yes to cancel the case.

As it was explained before, once the case is cancelled, it will be displayed on the participated list of the user who cancelled the case:

Note: A case can't be cancelled while it is is being executed inside a parallel evaluation or Parallel by Evaluation, for example, using the parallel evaluation from the Credit Card Application process:

If case is being executed on Credit Check task and Employment Verification is still pending, case can't be cancelled (in fact, the cancel option is not displayed inside Action's menu) because another task is pending to be executed, and it is not possible to cancel both of them, case only be cancelled if one of them was completed as the image below:

As you can see, Credit Check task was completed, so case can be cancelled from Employment Verification task.

Adding a reason why the case is canceled

Available version: From 2.0.44 on

User who is cancelling the case will have the possibility to send the reasons why the case has been cancelled by email as a case notes to all users who participated in the case.

When a case is cancelled the following window will display:

Write a brief description of canceling the case and if all users have to receive a notification about it click on Notify users of case checkbox. The notification received will be:

Reassign

A selected case from the list can be reassigned, it means that the owner of a case will change. If a user different form admin needs to reassign a case then assign him a role with the PM_REASSIGNCASE

By clicking on Reassing a windows will display with a list of available users, choose the one who will be the owner of the case and then click on Reassign:

When the case is reassigned a message will display on the bottom of the screen as follows:

Note 1: If the task is configured to send a automatic notification to the next assigned user, reassigning the case will NOT send out that notification. Likewise, it won't execute any triggers associated with task assignment.

Note 2: Reassigning a case will cause the due date for the current task to be recalculated based upon the time when the new user was assigned to the case and the new user's calendar.

Case Notes

Case Notes are used to add comments and observations about cases, which can be read by anyone who has rights to open the case.