User Management: Workgroup Selection

Electronic Diary

The workgroup hierarchy is used to assign work to users and teams. A case specifies an owner workgroup. All due instructions that are not explicitly created for another user will appear on the Diary of the owner. The diary control in the navigation pane of Case Manager allows you to view the cases with due instructions based on a specified level in the workgroup hierarchy. For example, when the diary is set to the user Mary, only cases with due instructions (that is, either instructions created for Mary specifically, or instruction without a user explicitly specified on cases belonging to Mary). Depending on the security rights of the current user and, if applicable, his Administered Workgroup, this user may be able to see the diary for teams - even the Organization as a whole. When the diary is viewed on the level of a team, you have the option to view the due instructions for the team only, or for all the users and sub teams in this team. You can switch between these two modes with the small hierarchy button on the Diary.

Advanced Search

The Search Bar at the top-right of the toolbar in Case Manager performs a search of the entered text over a few basic fields (Case Reference, Account Reference, Debtor Reference, Debtor’s Name fields and identification number, and optionally the Debtor’s contact numbers). From the Tools menu you may use the Advanced Search if more complex search criteria are necessary. When the Workgroup is added to the search criteria, you can select the applicable workgroups from the check-box hierarchy. Here, each workgroup to consider for the search should be checked individually. Selecting a team will not automatically include all sub teams and users in that team.

Queues

Selecting the criteria of cases to include in a queue is done through a control very similar to the Advanced Search. Here as well, when selecting workgroups as selection criteria you should select all the applicable workgroups from the hierarchy. Selecting a team will not automatically include all sub teams and users in that team. Queues also specify at which level in the hierarchy it is shared. When a workgroup is selected for sharing, all the users and teams in the workgroup will be able to see and to register to the queue.

Dashboards

The Dashboard functionality in Case Manager gives you an overview of the work performed and the state of cases in your environment. Filter criteria are specified for each of the dashboards which influences the segment of data viewed. Many of these dashboards support a filter on the user/team. When specifying this filter the hierarchy is always taken into consideration: that is, when a team is selected all the users and subteams in that team will be included.