Managing Cases

Case Required

The use of this feature enables administrators to enforce users to search under a case always. 

Steps to Toggle Case Requirement:

1. Click the Administration page. 
2. Click Case Management within the OWL Admin menu. 
3. Click Cases. 
4. Here you will find the Case Required toggle.
5. To activate this feature, organization administrators can toggle the Enable Case Required button. Once enabled, the setting applies at the organizational level. 
6. Just below the toggle, a list of all departments within the organization will be displayed. 
7. By default, the Case Required flags are disabled for all departments. To enable the feature for specific departments, click the Edit action next to the department’s Case Required flag.
8. Select the desired department and click Save. 
9. Once enabled, users in that department will be required to select a case from the dropdown during data query searches. This ensures that all searches within the department are performed within the context of a case.
10. Data Source Access by Role: This section is defined for the OWL product search restrictions based on the organization roles. OWL Products: 1. OWLdocs, 2. OWLvault, 3. OWLimport 
11. Based on the selection of these products, specific roles can use these features during searches. By default, the user can perform all product searches.

Case Name

You can force the user to provide a Case Name for every case they are creating or updating, making the Case Name mandatory for specific departments under the organization as required. 

Steps to Toggle Required Case Name: 

1. Click Administration. 
2. Click Case Management within the OWL Admin menu. 3. 
3. Click Cases.
4.  Click Case Name from the horizontal tabs. 
5. Click the Make the Case Name Field Mandatory While Creating a Case toggle to enable this requirement. 6.  
6. Once enabled, it will allow the admin to enable the flag for individual departments. 
7. Based on these flags user from the relevant department creates a case within the Case Management module, and the system will require the user to name the case.
8. .From the Action menu, the administrator can enable or disable the department-level flags.
9. Unless the Case Name flag is enabled for both the department and the organization, the changes will not affect the Users' case creation settings. So make sure you have selected both department and Organization flags.

Case Status

The Case Status field is mandatory and clearly indicated during the case creation process within the Case Management module. 

OWL’s system-defined case statuses—such as Open, Pending, Closed, Archive, and Delete—are essential for managing the lifecycle of cases across the organization. Each status is designed with specific behaviors and access rules to support structured workflows, maintain data integrity, and ensure operational control.

 By implementing these predefined statuses, OWL helps organizations: 

• Enforce consistent case handling 
• Comply with internal and external governance standards 
• Streamline collaboration and reporting 

• Securely manage case data throughout its lifecycle 

  Key Points: 

• Case statuses are system-defined and cannot be modified. 
• Each status has a distinct purpose and description. 
• Cases marked as Open or Pending can be actively edited and updated. 
• Cases with a Closed status are read-only and cannot be modified. 
• Cases marked as Archive or Delete can be edited, but Deleted cases are hidden from the standard view/edit interface and are only accessible via the Admin Trash Bin.

Case status is a mandatory field for case creation and update. Without a case status, a case cannot be created. In OWL, custom case statuses can be created for the organization and departments. There are three types of statuses present in OWL. 

1. System Level Case Status – These statuses are defined at the OWL system level. These cannot be deleted or modified.

2. Organization-Level Case Status:

    These are custom case statuses configured by the administrator at the organization level within the OWL platform. If no department-specific statuses are defined, users can create cases using these organization- level custom statuses along with the default system statuses. 

3. Department-Level Case Status: 

   These are also custom statuses set by the organization administrator but tailored for individual departments. If defined, users within a specific department can select from these department-level statuses when creating a case.

Steps to Create Case Status: 

1. Navigate to the Case Status page from the Case Management in OWL. 
2. Click on the Add button to open the Add Case Status page. 
3. In the Select Case Status dropdown, you can either choose an existing status or enter a new one in the case status field. 
4. Adjacent to the Case Status dropdown is the Department dropdown. • 

• If no department is selected during status creation, the status will be created at the organization level. 
• If one or more departments are selected, the status will be created individually for each selected department. 

5 . You can assign the same status name to multiple departments; however, duplicate status names are not allowed within the same department or at the organization level.

• Multiple statuses can be created simultaneously for multiple departments. 
•  Once created, all statuses are displayed in their respective Status Table sections for easy reference and management. 

6. Custom statuses cannot use names that match existing system-defined statuses.

7. Organization-level statuses are automatically enabled upon creation and can be toggled on or off via the Action Menu. In contrast, department-level statuses must be manually enabled by selecting the Enable Case Status flag. Only then will they be available for users during case creation or updates. 

8. The Delete Case Status option in the Action Menu allows administrators to remove custom statuses created for both the organization and departments. 

9. A status cannot be deleted if it is already associated with existing cases.

Case Types

Case Type is the field used under the case. This defines the type of case that is created. This field is not a mandatory field for a case. It can be removed by the administrator by using this feature. 

The Case Type dropdown can be added to the case details during the create/update case by enabling the case type toggle. 

Administrators can create case types at both Organization-levels and Department-levels. 

Steps to Create a Case Type: 

1. Navigate to the Case Type page from the Case Management in OWL. 
2. Click on the Add button to open the Add Case Type page. 
3. Two new fields will be displayed after clicking on the Add button. The first field is to enter the name of the Case Type, and the other field is the Department dropdown to which this case type will be available. 
4. Clicking the green Save button will add the case types to either the organization if no department is selected, or only to the departments that are selected while saving.
5. When the department-level case status is not enabled, then the default organization-level case type will be displayed during creation of the case. 
6. The department case types can be enabled only if the Case Type Enable flag is checked.
7. Both organization and department case types can be edited and deleted from the action menu. 
8. A case type cannot be duplicated within the same department but can be created in separate departments.

Autogenerated Case Numbers

The Case Number field is mandatory during the case creation process. If the organization administrator enables the auto-generation feature, case numbers can be automatically assigned.

Organizations can define a default format for case numbers based on their internal requirements.

To activate this feature, administrators must toggle the Enable Auto-Generated Case # option. Once enabled, it can be configured for individual departments as needed. 

Steps to Add Autogenerated Case #

1. Navigate to the Case Management in OWL and click on the Autogenerated Case #. 
2. Click on the Add button to open the Add Case Type page. 
3. Click on the Autogenerated Case flag to enable this feature for all cases. 
4. If no autogenerated case is defined already, then add a new autogenerated case number. Or else edit the existing case number format and update it.
5. Auto-generated case numbers consist of a prefix, starting number, and increment value, all defined by the administrator. Each new case will follow this format, maintain the same prefix, and increase the number sequentially based on the set increment. 
6. Administrators can manage this feature—enable or disable it—via the Action Menu.
7.  When a user creates a new case under a department where the Auto-Generated Case # feature has been enabled by administrators, the Case Name field will be disabled. Upon case creation, the system will automatically generate a case ID using the predefined format specified in the admin settings