Case Manager Introduction<>

To view and process Case Manager requests

Requests are accessed through the Interactions section of Control Centre

When a student submits a request through Case Manager, the request appears in the Interactions section of the Quercus Control. After a request has been submitted it can be processed according to the rules defined by the service’s workflow.

To access Case Manager requests

1Choose Interactions from the Quercus Home screen.

2Choose Submit Request.

A list of Request Types opens.

What you see here depends upon the services you have set up using the process described in Going Live with a Case Manager service. In the example below we can see the Apply for Exemption service which we set up.

3Click the service you wish to work with.

4A bar-chart opens showing the number of requests at each stage in the workflow.

5Click a bar to see the requests at the corresponding workflow stage.

6Click the View button to see details of a request.

The screen shows full details of the student’s request and also gives you workflow options in the right-hand Tasks panel.

It is worth reminding ourselves of where this information originated.

Initial status of a submission

The initial status of a completed, submitted request will be ‘Submitted’. If a student has partially completed a request it will appear with a status of ‘Uncomplete’.

Automatically acknowledging receipt of a submission

You can cause the initial submission of the request to trigger the sending of a service-specific email to the student. You do this by setting up the appropriate email template, associating the email template with a custom action and then triggering the custom action on submit. You do this via the Submit Action option on the Edit Rules screen.

To automatically send a service-specific email acknowledgement of request

1Go to Settings > Email Templates and set up an appropriate email template.

2Go to Settings > Workflow and set up a custom submit action (you could call it [service-name]_SUBMIT) and associate the email template you have set up with the custom action.

3In the workflow for the service, associate the custom action with the transitions from Saved to Submit and from Uncomplete to Submit.

4Save the revised workflow.

Go to Live Services and locate the service using the search facilities.

Note: use the Course field to search for the service.

5Click Edit to edit the service’s settings.

Change the Submit Action so that it corresponds with your new, custom action.

The service-specific email acknowledgement of request will now be sent when the student submits the request.

Processing a request

When a request is is partially completed or submitted it appears in the list of interactions.

The initial status of a completed, submitted request will be ‘Submitted’. If a student has partially completed a request it will appear with a status of ‘Uncomplete’.

Setting the owner of a task and the individual to whom the task is assigned

Incoming requests associated with a particular Case Manager service can be accessed by any Quercus users with the correct access permissions. Initially a request will not have an owner or be assigned to anyone. For this reason a normal first step in the processing of an incoming request would be to set the owner and assign the request to particular individuals.

The owner of a request

Is the person responsible for monitoring the progress of the request and ensuring that it is assigned to the appropriate individuals

The person to whom a request is assigned

Is the individual responsible for performing the next action in the workflow

Note: the owner of a request and the person to whom the request is assigned may be the same individual.

Whether or not the option to set the request owner and assignee is available at a given point in the request processing depends upon how you have set up the workflow for the service. If you want to be able to set the owner and assignee at any point in the workflow you must set up the following transitions for each allowable status in the workflow:

From Status [status name X] To Status [status name X] Action [Assign owner]

From Status [status name X] To Status [status name X] Action [Assign to]

Where [status name X] might be something like ‘Escalated’ or ‘Awaiting Checks’. It is important to understand that both the From and To statuses in the transition are the same. This is because the owner or assignee is changing NOT the status.

For example:

and

Setting up transitions like these allows you to change the owner and assignee at any point in the workflow.

Note also that the Assign owner and Assign to actions are predefined actions and are available to any workflow.

Task allocation methods

Two methods of task allocation are:

Centralised task distribution

a supervisor (usually the request owner) reviews the incoming tasks and allocates them to the appropriate individuals

Self service

after completing a task a staff member goes to the queue and takes the next task by allocating it to himself or herself (to indicate to other staff members that the request is taken)

Moving a request in the workflow

When you are viewing a request you can see its status in the information panel.

The actions you can perform when the request is at a particular status are available in the Task panel to the right of the screen. These options are determined by how the workflow has been configured for the request in question.

To move a request in the workflow

1Click the appropriate option in the Task Panel.

A screen opens allowing you to enter a note and to complete any necessary tasks become the action is performed.

2You must click Add before the task is completed and the request moves to its new status.

After you click Add, the request moves to its new status.

Details of the update, including the text of the note that you added, appear in the Updates panel.

Adding notes

In addition to the workflow-determined actions both students and staff can add a note to the request at any time.

Staff members can add notes by choosing the Add Update option from the Tasks menu.

Students can add notes by choosing the Add New option from the Updates region of the Request Details screen.

To add a note (staff)

1Click the Add Update option in the Tasks menu.

The Add an Update window opens allowing you to enter a note.

2Enter the note.

You can also set visibility options for the note (whether the student is allowed to see it or whether it is restricted to staff).

3Click Add.

The note is added to the request record and appears in the list of updates.

Note: whether or not the staff member is presented with an empty note field or whether the field is pre-filled with any text is determined by the Request Update template. If you want the staff member to see an empty field, ensure that the Request Update template is empty.

To add a note (student)

1Click the Add Update option in the Tasks menu.

The Add an Update window opens.

2Enter the note and click Add.

3The note is added to the list of notes. It is visible to the student and to staff.

Note: whether or not the student is presented with an empty note field in step 2 or whether the field is pre-filled with any text is determined by the Request Update Student template (set via Services > Settings > Email Templates). If you want the student to see an empty field, ensure that the Request Update Student template is empty.

Creating a team

You can create a team to process a specific request.

Note that team members must have the correct access permissions in order to participate. You cannot invite members to the team if:

they have a Quercus account

they can see the Interactions tab (i.e. are a member of the OAPL_APPLICATIONS LDAP group)

they have access to the service (i.e. are a member of any LDAP group which is required to gain access to the specific service in question)

To create a team

1Click the Team tab.

2The Team screen opens.

3In the Task menu, click Add Team Members.

4Use the Search facilities to locate the team members.

5Click the Select button to add an individual to the team.

6Add a message to the individual saying why they have been added to the team.

7Click Add.

The individual is added to the team.

Note: if the selected individual does not have a Quercus account or the correct level of access permissions you will receive an error message and the individual will not be added to the team.

Controlling who sees information

When you move a task in the workflow or add an update note, you can control who sees the information. You do this by choosing from the options above the note entry field. In the example below visibility has been restricted to selected team members.

Uploading documents

You can associate documents with a request by using the upload facilities available on the document tab.

You can control who sees the document in the same way you can control who sees a note. In the example below the visibility of an uploaded document is restricted to selected team members.