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Case Lifecycle

Learn what stages a case goes through during its lifecycle, including creation, assignment, resolution, communication, and closure.

Updated over a week ago


When an employee submits a case, it is created and registered in the system. The case contains information such as the associated employee (case owner), case name, category, creation date, assigned person, status, and case description.


The person responsible for case management, such as an HR manager, receives the newly created case and assigns it to an appropriate employee who can address it. This assignment is done in the "Case Details" section under the "Assigned" column.


The assigned employee can view and work on the case in the "My Activities" - "My Cases" section. They can communicate with the case author, provide updates on the case status, and make necessary changes or fixes. The case status can be updated to reflect its progress, such as "In Progress", "On hold" or "Closed". Notes can also be added to the case in the case tab.


Throughout the case resolution process, automated notifications are sent to keep involved parties informed. The employee who submitted the case receives notifications when it is assigned and when updates are provided. The case author also receives notifications regarding any status changes.


Once the assigned employee has resolved the case, they inform the case author about the resolution and close the case. The HR manager or the person responsible for case management can then mark the case as closed.

By managing cases, your company can effectively track and address specific issues, monitor activities across locations or departments, and identify recurring problems. This helps streamline processes and ensure efficient communication and problem resolution within the organization.

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