Global Information
Details
Locations
People
Organizations
Documents
Participants
Notes
Tasks
References
History
Time
Cost
Tags
Approval Routing
Complaint Actions
Global Information
The Global Information of a Complaint is displayed while viewing any section of a complaint. The edit capability for all other summary information is based on permissions and your local configuration.
Editable sections in the Global Information Bar are the fields with blue text.
1. Click the blue text to open the content for editing.
2. Click the 
button to finalize the action.
Details
The Details section is the initial section that is displayed when clicking on a Complaint title.
In the Expanded Treeview of the Browse Panel, click on the Complaint title or icon, or from the Navigation Icons Panel select the 
icon to open the Overview section.
View Details
1. In the Expanded Treeview of the Browse Panel, click on the Details section title or icon, or from the Navigation Icons Panel select the 
icon to open the Details section.
2. The free-form text space is available for edit.
Tip: Hover over the icon to view the name and shortcut keys.
Edit Details
1. Enter (or update) complaint details in the text space. The section provides a full set of tools for formatting text, adding hyperlinks, and attaching a variety of file types.
2. When the entry is complete, click the Save (disk icon) button 
.
Locations
View Locations
In the Expanded Treeview of the Browse Panel, click on the Locations section title or icon, or from the Navigation Icons Panel select the 
icon to open the Locations section.
Add Locations
1. To add a location, click the 
button on the section title bar. This will link to a pop-up window where a location can be added.
2. Complete the required fields and any additional fields and click Save Location when finished.
Note: Required fields are outlined in red.
Edit Location
To edit a location, click the 
button.
Delete Location
To delete a location, click the 
button.
Filter Location
You can filter locations by addresses, city, state, zip code, country, last modified date, or who it was last modified by.
To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.
People
View People
In the Expanded Treeview of the Browse Panel, click on the People section title or icon, or from the Navigation Icons Panel select the 
icon to open the People section.
Add People
1. To add a person, click the button on the section title bar. The Add person window opens.
Note: Required fields are outlined in red.
2. Select the 
button to add someone that is not currently in the system.
3. Complete the required fields and any additional fields and click Save Person.
Edit People
To edit a person, click the button.
Delete People
To delete a person, click the button.
Filter People
You can filter a person by role, first or last name, organization, phone number, or location.
To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.
Organizations
View an Organization
In the Expanded Treeview of the Browse Panel, click on the Organization section title or icon, or from the Navigation Icons Panel select the 
icon to open the Organization section.
Add Organizations
1. To add an organization, click the button on the section title bar. The Add Organization window opens.
Note: Required fields are outlined in red.
2. Select 
to add a new organization that is not currently in the system.
3. Complete the required fields and any additional fields and click Save Organization.
Edit Organizations
To edit an organization, click the button.
Delete Organizations
To delete an organization, click the button.
Filter Organizations
You can filter organizations by organization, organization type, ID, primary contact, phone number, or location.
To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.
Documents
Documents section
The Documents (or Attachments) section lists the complaint documents.
In the Expanded Treeview of the Browse Panel, click on the Documents section title or icon, or from the Navigation Icons Panel select the 
icon to open the Documents section.
From the Documents section, you can
- Create form-based documents
- Add documents from shared drives and assign document types as you copy them into the case folder
- Copy or move files from other cases
- Organize the document collection using familiar folder structures
- Track versions and reinstate to Active status
- Assign document-level access permissions for each participant
- Split and merge documents
- Mark and annotate pages
- Insert page layers to control document review and content release
- Download, export, and print files
- Designate a file as Document of Record
Filter Documents
1. To filter documents, start typing in the filter box. As you type, attachment titles that match what you are typing will be displayed in bold.
Search Documents Table
To search documents, start typing in the search box. Once you have typed what you would like to search, press enter or click the search button.
Add a Folder/Sub-Folder
To add a folder/sub-folder, right click on the folder or sub folder in which to add the folder and select ‘New Folder’.
Add a Document
1. To add a document, right click on the folder for the document and select ‘New Document’.
2. Select the document type you are uploading.
3. Browse to a local drive or shared drive and select the file(s) to be uploaded.
Add a Correspondence
1. To add a correspondence, right click on the folder or sub folder for the correspondence and select ‘New Correspondence’.
2. Pick the correspondence from the list and the correspondence will be generated and added to the folder.
Search for a Document
1. To search for a document, right click on the folder or sub folder and select ‘Search Document(s)’.
2. Search the ArkCase repository for any document.
3. Select document(s) to be added to the request folder.
View a Document in the Document Viewer
1. To view a document, right click on the document and click ‘Open’ or double click the document name.
2. The document opens in the viewer.
Annotate/Redact a Document
When a document is open in a viewer, you can add annotations (text, shapes, stamps) or redact portions.
Annotation Shapes/Stamps
Redaction
Click the 
button then use the + icon to click and drag across an area of the document.
This is a redaction annotation that is an overlay on the document (Note: the current version of the document is not effect, due to the annotations (i.e. redaction, text, stamp) being an overlay).
After a redaction annotation is added, the overlay can be modified or deleted by right clicking on the redaction area.
You can add as many redaction annotations as needed.
Click 
to save your changes.
Search the Document to Redact One or Many Matches in Bulk
When a document is open in a viewer (in Edit Mode), you can search for a specific term and redact all matches or each match one by one, in a bulk action.
Search for a pattern then add redaction annotations, exemption codes, and notes to results as needed.
Click button on the viewer or burn the redactions permanently and version control the document.
Bulk Redaction
When a document is open in a viewer (in Edit Mode), the user can search for a specific pattern (i.e. SSN, Telepone #) and redact all matches or each match one by one, in a bulk action.
You can add redaction annotations, exemption codes, and notes to results as needed.
Click to save or burn the redactions permanently and version control the document.
Add Exemption Code(s) to a Document
1. Right-click on the overlay and add an exemption code for the redaction annotation.
An exemption code can be added to each redaction annotation overlay individually.
Click to save.
Burn Redaction into Document
When all redaction annotation and exemption codes have been added to a document, you can permanently burn the annotations.
Click the 
button. The screen will refresh and show the new version (i.e. v2.0) of the document with the redaction annotations burned into the document (Note: each redaction annotation will show the exemption code selected, if one was added.).
Print a Document from the Viewer
Click the 
button to print.
Print options let you print the document with or without annotations, redactions, document notes, and watermarks
Select a printer or choose print to PDF. 
Participants
View Participants
The Participants section records information about the participants directly associated with the complaint.
1. In the Expanded Treeview of the Browse Panel, click on the Participants section title or icon, or from the Navigation Icons Panel select the 
icon to open the Participants section.
Add Participants
1. To add a participant, click the button on the section title bar. The Add Participant window opens..
Note: Required fields are outlined in red.
2. Complete the required fields and any additional fields and click Save when finished.
Edit Participants
To edit a participant, click the button.
Delete Participants
To delete a participant, click the button.
Filter Participants
You can filter participants by participant type or name.
To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.
Notes
View Notes
In the Expanded Treeview of the Browse Panel, click on the Notes section title or icon, or from the Navigation Icons Panel select the 
icon to open the Notes section.
Add Notes
1. To add a participant, click the button on the section title bar. The Add Note window opens.
2. Complete your note and click Save when finished.
Edit Notes
To edit a note, click the button.
Delete Notes
To delete a note, click the button.
Tasks
View Tasks
In the Expanded Treeview of the Browse Panel, click on the Tasks section title or icon, or from the Navigation Icons Panel select the 
icon to open the Tasks section.
Add Tasks
1. To add a task, click the button on the section title bar. The New Task window opens.
2. Complete the required fields and any additional fields and click Save Task .
Note: Required fields are outlined in red.
Edit Tasks
To edit a task, click the button.
Delete Tasks
To delete a task, click the button.
References
View References
The References section records information about the references associated with the complaint. It will show the reference number, titles and is available to create records of all other relevant information.
In the Expanded Treeview of the Browse Panel, click on the References section title or icon, or from the Navigation Icons Panel select the 
icon to open the References section.
Add References
1. To add a reference, click the button on the section title bar. The Add Reference window opens.
2. Search and select a reference. Cick add, and the reference will be added to the complaint. All columns will be filled automatically after the add button is clicked.
Delete References
To delete a reference, click the button.
Filter References
You can filter references based on reference number, title, type, assignee, date last modified, or status.
To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.
History
View History
The History section records associated events that take place in relation to the complaint.
In the Expanded Treeview of the Browse Panel, click on the History section title or icon, or from the Navigation Icons Panel select the icon to open the History section.
Time
View Time
The Time section records information about the timesheets associated with the complaint. It will show the form name, user, and other related information.
In the Expanded Treeview of the Browse Panel, click on the Time section title or icon, or from the Navigation Icons Panel select the 
icon to open the Time section.
Add Time
1. To add a timesheet, click the button on the section title bar. This will link to separate window where the timesheet can be completed.
2. Complete the required fields and any additional fields and click Save or Send for Approval when finished.
Edit Time
To edit a timesheet, click the button.
Delete Time
To delete a timesheet, click the button.
Filter Time
You can filter timesheets based on the form name, user, total hours, total cost, modified date, or timesheet status.
To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.
Cost
View Cost
The Cost section records information about the costsheets associated with the complaint. It will show the form name, user, and other related information.
In the Expanded Treeview of the Browse Panel, click on the Cost section title or icon, or from the Navigation Icons Panel select the 
icon to open the Cost section.
Add Cost
1. To add a costsheet, click the button on the section title bar. This will link to separate window where the costsheet can be completed.
2. Complete the required fields and any additional fields and click Save or Send for Approval when finished.
Update Cost
To edit a costsheet, click the button.
Delete Cost
To delete a costsheet, click the button.
Filter Cost
You can filter costsheets based on the form name, user, total cost, modified date, or costsheet status.
To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.
Tags
View Tags
The Tags section provides the space for associating tags directly to a complaint.
In the Expanded Treeview of the Browse Panel, click on the Tags section title or icon, or from the Navigation Icons Panel select the 
icon to open the Tags section.
Add Tags
1. To add a tag, click the button on the section title bar. The Tag window opens.
2. Complete the fields and select Add Tag when finished.
Delete Tags
To delete a tag, click the button.
Filter Tags
You can filter tags based on the tag, the date created, or the user who created it.
To filter, click in a column’s filter box and type in the first 3 or more characters. The list of results will update automatically.
Approval Routing
View Approval Routing
The Approval Routing section provides the space for adding a workflow to the complaint. Here you can add and remove approvers as well as see a history of past reviewers.
In the Expanded Treeview of the Browse Panel, click on the Approval Routing section title or icon, or from the Navigation Icons Panel select the 
icon to open the Approval Routing section.
Add Approvers
1. To add an approver, click the button on the section title bar. The Add Approver window opens.
Note: Required fields are outlined in red.
2. Complete the required fields and any additional fields and click Save.
Delete Approvers
To delete an approver, click the button.
Initiate Approvers
To initiate the approval workflow, click the Initiate button on the section title bar.
Complaint Actions
Close a Complaint
Once the complaint (pre-case) information has been reviewed and is complete, close out the complaint. The Close Complaint Request is used for setting disposition and assigning approver(s). The submitted request triggers an automated workflow that moves the complaint to the next stage of completion.
Create Close Complaint Request
1. Click the Close Complaint button located in the Action Panel beneath the complaint Summary Panel in the content frame.
2. When the Close Complaint page opens, review and add the information required to complete the request.
Note: The Close Complaint Request provided below is the Core ArkCase form. Your organization’s configuration may show different field labels and required fields.
Subscribe to a Complaint
In the Action Panel, click 
Claim a Complaint
In the Action Panel, click 
Restrict a Complaint
In the Action Panel, check 
to restrict view and modification permissions to you (as assignee) and to designated members of the owning group.