Manually Create a Case

Cases may be automatically created when a record is submitted that meets the criteria specified in a trigger, however, there may be circumstances where a different concern or issue is identified and needs to be addressed.

When this happens, a case can be manually created to document the issue and resolution.

There are two ways to manually create a case:

1. From an Individual Record Report.  This option should be used when a case should be associated with a specific survey response or another record. The case will be linked to the record, and visible on the record when created via this method. 
2. From the Case Management list in IQ. This option should only be used when a case is general in nature and not associated with any specific result.

Create a Case from an Individual Record Report

To create a case from an Individual Record Report:

• Click on the triple-dot menu above the report
• Select Create a case

• Enter a name for the case (required)
• Select the type (Standard or review)
• Assign the case to a user
• Click on Create

Create a Case from the Case Management List

To create a case from the Case Management list:

• Click on the 'Create' button at the top of the listing.

• Enter a name for the case (required)
• Select the type (Standard or review)
• Assign the case to a user
• Click on Create

Provide the Detail Required to Get the Case Resolved

Once created, you will be directed to the individual case to provide additional details. These may include:

• A case Description that includes the details of what the issue was and what action needs to be taken
• Status: A case can be open, in progress, resolved or canceled (N/A)
• Priority: A case can be low, medium, or high priority
• Due Date: Setting a due date will ensure reminders are sent
• Assignee: A case can be assigned to any applicable user
• Question: The question the issue is associated with. 
• Tags: Tags allow cases to be classified for reporting on common types

The new case will be available to applicable users in the case management list in IQ, where it can be viewed, edited, etc.