This page describes Cases & Case Activities.
A Case is created for a Subject on a Process. The Process determines what Case Activities will be created.
Cases are the working folders that hold the details of the various activities that are conducted in accordance with your compliance Processes
Case Activities reside within Cases, they are each assigned to an Activity Type (e.g. DBS Enhanced) & contain the result data such as Certificate numbers.
TABLE OF CONTENTS
Starting a Case
To start a new Case users can:
Press the “Add Case” Button on the Dashboard or Case list, or by visiting http://app.personnelchecks.co.uk/cases/add directly.
Enter the Subject's email address
If the Subject already exists, you will be able to select them. If not you will be prompted to enter a first name and surname
Select the Process, and if required any other required related data such as Segments
Clicking Create will start the Case and email the Subject inviting them to create an account (or log in if they already have an account) and complete a Case Portal.
Cases have an origin (how they were initiated) and can be initiated across a variety of ways.
Case States
A Case can be in any of the states shown below.
Pending Payment - The Case is waiting for payment from a Subject
Pending Customer Payment - The Case is waiting for payment by the Customer
Awaiting Order - The Case is waiting to be added to a salesforce order
Pending - The Case has not yet been initiated
Awaiting Subject - Waiting for subject to submit case portal
In Progress - External Activity has begun
Pending Case Decision - All activity has completed but decisions are still required
Complete - All Activity has completed & Decisions made
Cancelled - The Case has been cancelled
The initial and following Case states can vary depending on your configuration & how the Case is created.
A Case will not necessarily go through all of these states, or proceed through states in the order shown.
Case Activities
Cases contain a number of Case Activities.
When a Case is started, Case Activities are created in accordance with the Requirements of the selected Process.
The Process Requirements specify the Activity Type, and associated configuration such as Barring Lists for DBS Enhanced Applications.
Some examples of Activity Types are:
Basic Details
DBS
Update Service
Document Upload
Like Cases, Case Activities also move through a series of states.
As Case Activities progress, more detailed result data & high-level Key Result data will be visible.
A Case will not complete until all of its Case Activities are complete.
If your Requirement configuration changes over time, within each Case Activity you can see the Requirement configuration as it was at the point of Case creation.
Case Activity States
Case Activities can be in any of the following states, which will impact the state of the Case:
Pending Payment - Waiting for payment
Awaiting Subject - Waiting for subject to submit case portal
Pending - The external activity has not yet started
Awaiting Agent - Waiting for agent (e.g. DBS identity verification)
In Progress - External Activity has begun
Pending Activity Decision - All activity has completed but decisions are still required
Complete - All Activity has completed & Decisions made
Cancelled - The case activity has been cancelled
A Case Activity will not necessarily go through all of these states, or proceed through states in the order shown.
Viewing Results
There are multiple ways you can view Case and Case Activity Results:
Case Detail Screen
Navigate to the Case List View - https://app.personnelchecks.co.uk/cases
This page contains a list of all Cases that a User has permission to view.
There are multiple ways to search and filter this list as required. Currently DOB, Name, Email and ID are used to search the Cases.
Other filtering is available as preset drop down selections and will filter the Case list view according to the selection. These filters can be used independently or as a collection to help narrow down the list.
The results of the Case are viewable from this view, but open the Case Detail screen to see the Case Activity results
Activity Results
Navigate to the Activity Results page - https://app.personnelchecks.co.uk/case-activities Apply the necessary filters/search for the Subject View the Case Activity results from this screen
Note - this will only show results for the Case Activities, not the Case as a whole.
Notification Email
There is the option to receive a daily notification email with results that have completed that day.
To enable these navigate to https://app.personnelchecks.co.uk/profile and opt to Receive Notifications.
It is possible to navigate to the Activity Results View from this email.
Decisions
Decisions are an entitlement that allow Users to review results and record a decision. These are customisable, and the default is “reviewed”.
To make a decision (if you have this feature):
Expand all the Case Activities
Make the decision on the Case Activity (found on the bottom left)
Once all Case Activities have been reviewed, make the decision on the Case itself
(the drop down that appears on the top right of the web page)