Case guide content

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Fill in the content for the case guide on the ”Case guide” tab in the design template. Here you define the case guide steps. The case guide is comprised of phases that contain tasks which must be completed in order to process the case.

Use the following approach when filling in the content for the case guide on the ”Case guide” tab:

Specify phase and task names (1).
Choose task elements for each task (2).
Define record and associated document templates, if a record and document need to be created in connection with a task (3).
Specify progress codes for the tasks (4), and whether to add a management dashboard. If you add one, you must define the management dashboard categories.

Figure 1. Example of case guide content

Phases and tasks

Phases constitute the structure of the case guide flow. Each phase consists of one or more tasks. Each task can contain different task elements, such as a comment field, a decision field, and a checklist to support case processing. Phase and task names are displayed in the user interface on the case guide tab.

On the ”Task layouts” tab, you can define complex tasks and set up automatic calculations.

Figure 2. Phase (1) and tasks (2) in the user interface

Specify phase and task names

Name the phases and tasks so they are meaningful in the case processing.

If a phase contains multiple tasks, you should give the tasks that belong together the same phase name in the design template. See screenshot from the design template below.

Figure 3. Tasks belonging to the same phase in the design template

Choose task elements

A task can consist of different elements. The task elements are described in the following table. The images in the table below show examples of the cells in the design template.

Task element	Description
Add comment field	Select ”x” in the drop-down menu next to ”Add comment field” to include a field where the case worker can write a comment to the specific task. In the ”Text before comment field” cell you can specify which type of information is desired in the field. Figure 4. Example of task element in the comment field
Decision field and separation of duties	Select ”x” in the drop-down menu next to ”Separation of duties for yes/no field” if the task should be functionally separated. Separation of duties means that a user can make a decision in a case, but another user must review and approve the decision. In the ”Text before yes/no field” cell you can specify what the yes/no field determines. Remember that at least one other task in the case guide must have duty separation. Figure 5. Example of the task element ”Decision field and separation of duties”
Checklist and checklist questions	Select ”x” in the drop-down menu next to ”Add checklist” to include a checklist. The checklist can, for example, be used to indicate that certain information has been obtained about the citizen making the inquiry. Enter the checklist title in cell next to the ”Checklist header” cell. Specify what information the case worker should obtain or check by filling in the cell next to the ”Text before checklist" cell. Fill in a number of cells next to ”Checklist, question 1/2/3” depending on the number of questions you want to add to the checklist. Figure 6. Example of the ”Checklist and checklist questions” task element

Task element

Description

Add comment field

Select ”x” in the drop-down menu next to ”Add comment field” to include a field where the case worker can write a comment to the specific task.

In the ”Text before comment field” cell you can specify which type of information is desired in the field.

Figure 4. Example of task element in the comment field

Decision field and separation of duties

Select ”x” in the drop-down menu next to ”Separation of duties for yes/no field” if the task should be functionally separated. Separation of duties means that a user can make a decision in a case, but another user must review and approve the decision.

In the ”Text before yes/no field” cell you can specify what the yes/no field determines.

Remember that at least one other task in the case guide must have duty separation.

Figure 5. Example of the task element ”Decision field and separation of duties”

Checklist and checklist questions

Select ”x” in the drop-down menu next to ”Add checklist” to include a checklist. The checklist can, for example, be used to indicate that certain information has been obtained about the citizen making the inquiry.

Enter the checklist title in cell next to the ”Checklist header” cell.

Specify what information the case worker should obtain or check by filling in the cell next to the ”Text before checklist" cell.

Fill in a number of cells next to ”Checklist, question 1/2/3” depending on the number of questions you want to add to the checklist.

Figure 6. Example of the ”Checklist and checklist questions” task element

Fill in the task elements in the column of the design template that corresponds to the relevant task. In the following example, task elements have been filled in for the ”Check event” task in the design template. On the right, the entered task elements are displayed in the case guide user interface in F2.

Figure 7. Example of task elements in the design template and in F2

Specify record and document template

You can create records with associated document templates in the individual tasks in the case guide. In the design template, give the record a title and define which document template to attach to the record. The document template must be created in F2 before the design template is uploaded.

Figure 8. Example of using document templates in the design template

Name the record in the ”Template/record title” cell. The attached document template will have the same title. In the cell next to the ”Template (External ID)” cell, indicate the external ID of the document template from F2.

In the task in the case guide, click on Create record. F2 will create and open the record with the selected document template. The task history will list the records that have been created.

Figure 9. A record has been created based on a task in the case guide

Automatic email dispatch

You must fill in two additional cells if you have selected the automatic email receipt on the ”Case guide” tab on the design template. F2 will automatically send an email with a receipt when a citizen has submitted an inquiry through the self-service. Therefore, a record and document template must be defined in the design template.

In the first task in the case guide, name the record and specify an external ID for the document template that F2 will use for the email. You do this by filling in the cells next to the ”Template/record title” and ”Template (External ID)” cells, as described in the section Specify record and document template.

Figure 10. The cells ”Template/record title” and ”Template (External ID)”

For F2 to automatically send the email, there must be two fields on the ”Self-service” tab in the design template using the field IDs ”name” and ”email”. F2 merges these field IDs as recipients of the email. Read more about using merge fields in the section Using merge fields in record and case titles.

The email is automatically registered on the case.

Specify progress codes

Fill in progress codes in the ”Progress code” row for the tasks in the design template. It is not mandatory to specify a progress code for a task. You can also specify the same progress code for multiple tasks. The names of the progress codes written in the design template should match the names of the progress codes in F2.

Figure 11. Progress codes filled in for each task

The progress codes must be created in F2 before the design template is uploaded.