Global New

Creating a New Complaint

Use ArkCase to collect, review and make decisions on pre-case information. The form reflects your organization’s business process and rules, which determine the specific information required to initiate a request and apply a workflow.

To Open the Complaint Form

1. Click Global New button.

2. Select Complaint button.

Creating a New Complaint

3. The Complaint form will open once clicked.

Note: The “New” options you see may be different than the example. Your organization customizes the application according to its business processes.

New Complaint Form

Your organization can decide to utilized the Complaint form and module by exposing or hiding the functionality in the Admin Modules Section.

Your organization’s business rules and processes dictate how information is identified (field labels) and the minimum amount of information required to create a Complaint.

Form navigation is similar to a wizard. A navigation path appears along the top of the form and buttons at the bottom of each page prompt action for proceeding (next or previous) or terminating (cancel or submit). Your entries are kept as you move between the form pages—until you close (cancel) the action.

Note: Plan to complete the form in one session. There is no option for saving information and re-opening later. Except for the required fields, information can be added and updated after the complaint is created.

New Complaint Form

Page and Panels

The form consists of multiple pages. Your organization can configure the number and the content of each page. Each page is comprised of one or more panels. Panels are similar to containers of information. They define sections and subsections of the page.

Page and Panels

Panel Control Buttons

Expand/collapse

Some panels (sections) can be collapsed (and expanded), which allows you to hide the form section from view—after a section has been completed, if a section is not needed, when the case requires multiple instances of the information.

Panel Control Buttons

Add (and remove) entities

The form makes available the option to conveniently create more than one instance of similar information. For example, create records for multiple people related to the complaint or case, and multiple forms of contact information for each person (phone numbers, e-mail addresses, social media, etc.).

Add (and remove) entities

Add (and remove) entities

Note: Section titles and field labels, drop-down options, required fields represent the Core ArkCase. Your organization’s configuration may be different.

Completing the Request Form

Field Types

You can use the Tab key on your keyboard to move between fields. An * asterisk marks fields that are required. Fields of special note:

  • Description text box
  • Notes text box
  • Text
  • Default text
  • Calendar date select
  • Drop-down list
  • Select box (Check box/Radio button)

Buttons

  • Search
  • Previous
  • Next
  • Cancel
  • Submit

Navigation

ArkCase retains the information you enter, as you move between pages and fields, until you close the form.

Move between pages

A wizard-like navigation bar appears above the form with which you can move between sections.

Navigation

The example above from Core ArkCase uses color to indicate that a section has required fields.

Navigation buttons are at the bottom of each page.

Navigation buttons

Use them to move ahead and back.

Close the form

Two buttons close the form.

Close the form

Submit initiates a check of the form for missing required information, closes the form and creates a complaint.

Cancel closes the form without saving entered information.

Uploading Existing Information to Form

Searching for Existing Contact Information

Creating New Contact Information

Four subsections are available for creating contact information for associated people (Initiator and People sections).

 Communication Device(s)

[How to reach people.]

 Organization Information

[The organizational entity to which the contact belongs.]

Location Information

[The contact address for the person.]

 Alias Information

[For use when person uses or has used another name.]

 Adding Attachments

Selecting Owners

1. Select from a drop-down list, designated as the “assignee.”

2. Select one assignee at a time. Option to delete a selected user from the list.

New complaint is added to the assignee’s My Complaints list (in their dashboard).

 Selecting Followers

User will receive notification when changes to the complaint occur; Followers are considered “read-only” participants.

Submit the Completed Form

ArkCase creates a new complaint from the information collected in the form.

1. Click the …. Submit The system checks for missing required information.

Note: If the form is incomplete, a message appears.

The Submit button label changes to Please Wait, after which the message Thank You! Your submission has been received appears.

Complaint Workflow – Submit Complaint

ArkCase initiates a workflow when a new form is successfully submitted.

Complaint number. The system generates a number for the item (complaint). The number is useful for identifying and organizing complaints—searching, sorting, filtering. [The number gets associated to all documentation related to the complaint—incorporated into the documents’ filenames.] Your organization configures the numbering convention, e.g., use of date, number of digits, etc.

employee

Complaint status. The system assigns Draft state to the newly submitted item. See the complaint summary area of the content frame.

Complaint status

Copy of the completed form. The system generates a .PDF (Adobe Portable Document Format) document of the submitted form and automatically associates the document to the complaint. Your organization configures the format of the filename. The document is found in the Documents section of the complaint.

completed form

Complaints list. The new item is added to your organization’s list of open complaints, where it can be reviewed and edited. The complaint gets associated to the owner/assignee (added to My Complaints widget).

complaints

Creating a New Case File

The New Case File form lets you quickly create a case—it’s convenient for entering initial information from a phone call or from notes and emails. The form content reflects your organization’s business process and rules, which determine the specific information required to initiate a new case.

Note: Cases automatically create when complaints are closed with the disposition Open Investigation.

New Case Form

Your local configuration dictates field names and the minimum amount of information (required fields) to create a case.

Opening the Form

1. On the page banner, click the New

Creating a New Case File

2. Click Case File from the menu. The first section of the form opens.

Note: The New menu you see may be different than the example. The menu options will represent your local business processes.

Form Sections

The Core ArkCase New Case File form has five sections. Form navigation is similar to a wizard, a path appears along the top of the page.

Form Sections

Section titles in red indicate that the form page contains required information. The form cannot be successfully submitted without it completed.

Moving Between Form Sections

There are two ways to move between the sections (pages) of the form.

Top Navigation Bar

Click a tab to move between sections.

Top Navigation Bar

The example above from Core ArkCase uses color to indicate that a section has required fields.

Navigation Buttons

Navigation buttons are at the bottom of each page.

Navigation Buttons

Use the buttons to move ahead and back through the form.

Closing the Form

Two buttons close the form.

Submit initiates a check of the form for missing required information, closes the form, and creates a case.

Cancel closes the form without saving entered information.

Note: Section and field names, drop-down options, and required fields represent the Core ArkCase. Your organization’s configuration may be different.

Completing the New Case File Form

Plan to complete the form in one session. There is no option for closing and saving information for later access. Except for the required fields, information can be added and updated in the Case Files module after the form has been submitted and the case has been created.

Note: ArkCase retains the information you enter, as you move between sections and fields, until you close the form.

General Information

Every case requires a title. Depending on your local configuration, a case type is also required. (Case Type categorizes the case according to your business rules.)

General Information

An asterisk marks required fields.

Section Elements

  • Case Title – Enter a title that identifies the case.
  • Case Type – Select a type from the list of your organization’s case types.
  • Description – Enter details to define the case, the space provides a full set of tools for formatting text, adding hyperlinks, and attaching a variety of file types.

Initiator and People Sections

A new case requires the name of an initiator. The form also makes it possible to associate one or more people to the case. Both the Initiator and People sections make available three subsections (entities) for creating and storing contact information, or for uploading existing contact information.

Initiator and People Sections

Elements of Initiator and People sections

A case has one initiator, which is required. A case can have more than one associated person—complainant, subject, witness and others. Each person—initiator and associated people—can have more than one communication mode, organization, and location.

Identify the Contact

  • Title – List of options-Mr., Miss, Mrs., Ms.-not required.
  • First Name – Enter name in text field, required for Initiator.
  • Last Name – Enter name in text field, required for Initiator.
  • Type – Default for Initiator, select a contact type (role) for each associated person in the People Section.

Add contact details

  • Communication Device – Indicate one or more ways to reach people – create a record of each associated phone, email, social media account, instant messenger account.
  • Organization Information – Identify the organization(s) to which the contact belongs or represents or is otherwise associating to the case.
  • Location Information – Identify the address associated to the contact person and organization.

Add (and remove) entities
The form makes available subsections, entities, for creating contact information. You can create more than one instance of similar information. For example, create records for multiple people related to the complaint or case, and multiple forms of contact information for each person (such as phone numbers, email addresses, and social media).

Elements of Entity subsections

Elements of Entity subsections

1. To add an entity, click the Add(cross in green circle) button.  A blank subsection opens.

2. To remove an entity, click the Remove (minus sign in red circle) button. The subsection is deleted.

Attachments Page

Use the Attachments page to upload case-related files from your desktop and share drives. You can upload any file type that you store in your folders.

Attachments Page

1. Click Add Files, then click Browse to open Windows Explorer.

2. Select the file(s) from your desktop or share drives, and click Open. Windows Explorer closes and the Upload Files box reappears showing the selected file.

3. Click Upload. Uploaded files list below the Add Files button in the Attachments section of the form.
Note: To cancel the upload at any time during the operation, click the close window X button in the top-right corner of the window.

4. To remove a file from the attachments list, click the Remove (minus sign in red circle) button.

Participants Page

Participants are the owning group and the team members who have an interest in the new case. Examples of participant type are Owner and Follower.

Participants Page

1. Select an owning group from the Select Group (Note: Core ArkCase does not require owning group. If a group is assigned, the pool of available participants is limited to group members.)

2. Open the Select Participant Type list and select a type to identify the role that the participant will play in the case, for example Owner or Follower. A reminder to select a corresponding name will appear below the field.

3. Click the Select Participant the Add User picker box opens.

Select Participant

4. Type a name (or other search entries such as just first or last name, or one more letters with a * wildcard) in the search box and click Go!  Results will return in a list. In the example, three results return for a search of J and the wildcard.  A set of facets (filters) appears in the left column of the screen. The facets let you further narrow the list of results.  For example, you can limit the list to only the people who are members of one group.

5. Click the check box to select a name.

6. Scroll down the screen and click the Add. The picker closes and the name appears in the Select Participant field of the form.

Core ArkCase permits more than one participant.

Use the Add (cross in green circle) button to open a new entry line in the Participants section.

To remove an item from the list, click the Remove (minus sign in red circle) button.

     Note: Core ArkCase configuration of Follower participant type generates events when updates       occur and assigns permission level of read-only.

Submitting the Completed Form

You must submit the completed New Case File form to create the case.

1. Click the Submit button (found at the bottom of each section of the form). The system checks for missing required information.

Note: If the form is incomplete, a message appears.

2. The Submit button name changes to Please Wait, after which the message Your submission has been received

ArkCase Workflow – Creating a New Case File

  • Creates a number and associates it to the new case
  • Assigns the state DRAFT
  • Adds the case to the Case Files module and to the owner’s My Case List
    • Whether assigned to the actual user or one of the groups the user is associated with
  • Creates a copy of the new case form (.pdf) and copies it to the Documents folder of the case file
  • Creates a notification for the owner or group

Creating a New Task

As an authorized user, you can create a task for yourself or for others, or a task can be created for you.

You Add the Task (ad hoc task)

There are two points from which to create a task: The New menu or an existing complaint or case.

From the New Menu

1. From the ArkCase page banner, click the New icon to open the pop-up menu.

Creating a New Task

2. Click the Task

From an Existing Case or Complaint

1. In an existing case or complaint, go to the Tasks

2. Click the Tasks link on the case or complaint page to open the Tasks section, or

3. From the list in the Browse frame, click the Expand button next to the title of the case or complaint, then click Tasks from the expanded list of sections.

tasks

4. On the Tasks title bar, click the + Add

Either navigation path opens the New Task form.

New Task form

Complete the fields required to define the task. Your local ArkCase configuration determines the required information and available options.

New Task form fields

  • Assign To – Select an assignee for the task, click in the Assign Tobox to view the list of users.
  • Associated with Complaint of Case – Enter the complaint or case number (title). If the new Task is being added from an existing complaint or case, ArkCase defaults the association. Your local configuration determines whether or not the field can be changed. If the new item is an ad hoc task (created from the Newmenu), the field is blank. To reference a complaint or case, enter or paste its number/title.
  • Subject – Enter a title for the task in the text field.
  • Start Date/Due Date – Change a default date by clicking in the date field and selecting a new day from the calendar.
  • Status – Assign a status to the task by clicking in the Statusbox and selecting from the list of options.
  • Priority – Assign a priority to the task by clicking in the Prioritybox and selecting from the list of options.
  • % Complete – Use this text field to manually post status.
  • Notes – Add further description of or instructions to the task.

To create the task, click the Save button.

ArkCase Workflow – New ad hoc Task

  • Assigns a unique ID number to the task
  • Assigns the state Active
  • If created from an existing case or complaint, associates the task
    • Attaches the case or complaint summary to the task record
    • Add the task to the Tasks section
  • Adds the task to the Tasks module and to the owner’s My Tasks widget
  • Sends a notification to the owner or owning group

Workflow Generates the Task

Actions taken on cases and complaints generate a task for designated approvers. A workflow creates and routes tasks for certain actions, such as those requiring a participant’s approval or review of a new case file or complaint, a status change, a form-based document, a time sheet, or an expense form.

ArkCase Workflow – Workflow-Generated Task

  • Assigns a unique ID number to the task
  • Assigns the state Active
  • If generated from a close complaint request or change case status
    request, associates the task

    • Adds the complaint or case summary to the task record
    • Adds the task to the Tasks section of the complaint or case file
  • Creates and attaches the associated form (.pdf record of close
    complaint request, change case status request, report of
    investigation document, expense form, time sheet) to the task
  • Adds the task to the Tasks module and to the owner’s My Tasks widget
  • Sends a notification to the owner or owning group

Creating a New Person

Your local configuration dictates field names and the minimum amount of information (required fields) to create a New Person.

Opening the Person Form

1. On the page banner, click the New

Opening the Person Form

2. Click Person from the menu. The modal box will open.

person

3. Populate the mandatory fields at minimum and then click Save Person. If the user clicks Cancel, no information will be saved and the new person modal box will close.

person

person

Note: The New menu you see may be different than the example. The menu options will represent your local business processes.

Creating a New Organization

Your local configuration dictates field names and the minimum amount of information (required fields) to create a New Organization.

Opening the Organization Form

1. On the page banner, click the New

opening the organization form

2. Click Organization from the menu. The modal box will open.

Organization

3. Populate the mandatory fields at minimum and then click Save Organization. If the user clicks cancel, no information will be saved and the new organization modal box will close.

Save Organization

 Save Organization

Note: The New menu you see may be different than the example. The menu options will represent your local business processes.

Creating a New Document Repository

Your local configuration dictates field names and the minimum amount of information (required fields) to create a New Document Repository.

Opening the Document Repository Form

1. On the page banner, click the New

Creating a New Document Repository

2. Click Document Repository from the menu. The modal box will open.

Document Repository

3. Populate the mandatory fields at minimum and then click Create Repository. If the user clicks Cancel, no information will be saved and the new document repository modal box will close.

Create Repository

Create Repository

Note: The New menu you see may be different than the example. The menu options will represent your local business processes.

Creating a New My Document Repository

Your local configuration dictates field names and the minimum amount of information (required fields) to create a New My Document Repository.

Opening the My Document Repository Form

1. On the page banner, click the New

Creating a New My Document Repository

2. Click Document Repository from the menu. The modal box will open.

Document Repository

3. Populate the mandatory fields at minimum and then Create Repository and select the “My Documents”. If the user clicks Cancel, no information will be saved and the new document repository modal box will close.

Create Repository

Create Repository

Note: The New menu you see may be different than the example. The menu options will represent your local business processes.

Creating a New Costsheet

Your local configuration dictates field names and the minimum amount of information (required fields) to create a New Costsheet.

Opening the Costsheet Form

1. On the page banner, click the New

Creating a New Costsheet

2. Click Costsheet from the menu. The modal box will open.

expenses

3. Populate the mandatory fields at minimum and then click Save. If the user clicks Cancel, no information will be saved and the new costsheet modal box will close.

expenses

expenses

Note: The New menu you see may be different than the example. The menu options will represent your local business processes.

Creating a New Timesheet

Your local configuration dictates field names and the minimum amount of information (required fields) to create a New Timesheet.

Opening the Timesheet Form

1. On the page banner, click the New

Creating a New Timesheet

2. Click Timesheet from the menu. The modal box will open.

time tracking

3. Populate the mandatory fields at minimum and then click Save. If the user clicks Cancel, no information will be saved and the new timesheet modal box will close.

time tracking

time tracking