Skip to main content

Case management

Flexible and powerful

QuickCase empowers your organisation to quickly and easily deliver a multi-tenant, secure case management solution, to reduce costs, drive productivity and grow with every aspect of your business.

Through configuration, bespoke data models and workflows can be defined to structure and progress cases in the way that best fits your business. This is complemented by QuickCase’s unique configuration-driven user interface, which makes it easy to iterate and mature great user experience for all.

Features

Powered by configuration

Data, workflows, security and interfaces are driven by configuration, allowing each business to make the case management solution their very own with minimum effort. This extensive flexibility allows for fast and iterative delivery of business value.

Data within QuickCase is stored under an organisation. Each organisation contains one or many case types which define both a schema and a workflow. A case always belongs to a single case type.

Multi-tenancy is achieved by creating different organisations in order to segregate tenants' data. Each user can belong to one or multiple organisations.

Case list

The case list is the first screen presented to users when they login to QuickCase. It is designed to present, at a glance, a shortlist of cases that need attention from the user. This is sometimes referred to as a 'work basket' or 'action list'.

The fields presented in the case list columns are defined through configuration so that only the most relevant business data is presented to users. This ensures that cases can be easily identified by users and their current state immediately understood.

When required, additional filters can be configured on any case field to allow users to quickly refine their list of cases.

From the case list, a case can be opened to view more details.

An illustration of QuickCase case list screen. The left part of the screen contains 2 filters presented as drop downs for Category and State of the case and a button to apply these filters. The right part of the screen lists 3 cases as a table with 2 columns labelled "Name" and "Received on", each row displays the case data for these 2 columns with the first column value as a hyperlink.

Case view

In the case view, a user can find all of the current data of a case made available to them through access control. The data is presented by fields grouped into tabs via configuration to facilitate user consumption.

To enrich user experience, a custom title can be used for the case view to make the case easily identifiable. The title can contain a combination of static text, current state and dynamic case field values.

The set of available workflow events which can be triggered on the case is also available from the case view. These events are limited by access control and the state of the case, so that only events that are relevant to both current user and state are displayed.

From the list of available events, users can select an action to amend or progress the case through workflow.

An illustration of QuickCase case view screen. The screen is formed of 3 parts. First, in the top left corner the title of the case is displayed. Second, in the top right corner the set of available events is displayed as a button with a drop down. Finally, the rest of the screen is occupied by a tab component formed of 3 tabs and a body. The first tab "Details" is selected and the body of the tab contains a list of field name/value pairs.

Workflow

In QuickCase, cases can only be altered by triggering events on them. Events can be used to amend the case data and/or change the case state. The combination of states and events forms the workflow of a case.

When triggered from the QuickCase user interface, an event takes the form of a wizard composed of one or many pages. Each page is defined through configuration and can be composed of one or multiple editable case fields. Both pages and fields can be conditionally hidden using field values and previous answers to deliver an optimised user experience.

Optionally, on the last page of an event, Check Your Answers and summary prompt can be enabled. 'Check Your Answers' presents a curated list of fields modified throughout the event for the user to review prior to submission. The summary prompt is a optional text input which can be populated by the user to explain or justify the changes in a few words.

Once submitted, the event will be validated and permanently recorded as part of the case's audit history.

An illustration of QuickCase event submission screen. From top to bottom the screen is composed of: the title of the case and name of the event triggered, a "Check your answers" block list field name/value pairs with a "Change" hyperlink for each, a Summary text input and 2 buttons "Previous" and "Submit".

Audit history

All modifications and progressions of a case are recorded in the case's audit history along with the time and author of the change.

The history of a case can be accessed in QuickCase's UI via the case view screen where it will be presented as a timeline of changes in reverse chronological order (most recent change first). Each change can be expanded to see the full details including an optional summary, when populated by the author, to provide a deeper business comprehension of the progression of the case.

QuickCase also has a time travel feature which allows to view a case as it was at any point in time of the audit history.

Access control configuration can be used to restrict the visibility of some changes in the history to users with specific roles.

An illustration of QuickCase case view screen with the "History" tab opened. The content of the "History" tab is formed of 2 parts. The left half contains a table formed of 3 columns "Event", "Date" and "Author" and populated with 5 rows in reverse chronological order. The first row is selected. The right half of the history presents details for the selected row including a textual summary entered by the author.

Access control

QuickCase was built to handle sensitive data. To that end, the solution comes with built-in controls to easily configure first class security.

First, role-based ACLs: a user is given one or many roles that dictate what they have access to, from case types to individual fields, and which events they can trigger on a case. For each item, a user's roles can be given some or all of the Create, Read, Update or Delete (CRUD) privileges.

In addition, users are assigned one of 3 access levels:

  • Organisation: Allows visibility of all cases within an organisation
  • Group: Restrict visibility to only cases explicitly granted to the user's group
  • Individual: Restrict visibility to only cases explicitly granted to the user

Finally, each element of data in QuickCase is assigned a data classification which determines how sensitive it is. Users are also assigned a classification which is used to prevent them from seeing data more sensitive than their own level.

Examples of how these security features can be combined are described in our case studies.

Advanced search

While the case list is best suited to find cases as they progress through the workflow, there's often a need to look up individual cases independently of their progress. For that requirement, QuickCase offers a dedicated search capability which allows looking up case using business-centric criteria.

In QuickCase's UI, this function is made available through a Search screen for which both filters and format of results can be defined. Through configuration can be defined which fields are relevant to be searched on and in which order they ought to be presented so that most common fields always show first. Similarly to the case list, the fields presented for the results must also be defined to ensure that only the most immediately relevant data is presented back to the users to quickly identify the object of their query.

Extensible

As complexity grows, QuickCase offers extensibility beyond configuration in the form of webhooks, small pieces of client code executed as part of a case's workflow. These allow for advanced use cases like intricate business logic, multi-field validation on user inputs or integration with other solutions in your digital estate.

All of QuickCase features are available in the form of Rest APIs: cases can be searched, read and progressed programmatically by external software components with valid security credentials.

These features are detailed in our developer documentation.

Products

The QuickCase case management solution is available in 2 flavours so that you can select the one which best fits your requirements.

Self hosted

Available now

Ideal for organisations wanting to manage their own Cloud infrastructure.

Compatible with all major Cloud providers (AWS, Azure, Google Cloud).

Software-as-a-Service

Coming 2022

Perfect for small and medium businesses with budding requirements.

No IT skills required, the Cloud infrastructure and solution is managed by us.