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.