Case processing

Case processing is the act of moving a case from creation to resolution at run time. By interacting with cases, you can accomplish work in your application that your business requires.

Cases are typically created by a case worker, or by your application in response to an event, such as an exceeded threshold or a request to verify personal information. Case managers can create cases in bulk.

Case actions

There are different actions that you can take to process a case, based on your role, the configuration of the case type, and the current position of the case in the defined life cycle. Not every action moves a case closer toward resolution.

The following case actions are supported:

  • Completing a required task, by retrieving an assignment from your worklist or the work queue of your team.

  • Completing a supplemental task that you choose at run time.

    For example, you can transfer an assignment to a team member with more experience.

  • Starting another process that is related to the case.

  • Posting a message in the case to communicate with stakeholders.

  • Tagging the case so that it can be easily found.

  • Following the case so that you receive notifications.

  • Capturing a business exception in the case so that you can track the anomaly to closure.

  • Configuring the underlying case type to change the behavior of the case.

    This action is helpful while you are developing your application to ensure that the case type is ready for production.