Getting started with case systems

Updated 4 months ago by Arjun

Case systems help you manage workflows like issue tracking, status tracking, help desks, service desks, service request management, employee onboarding, incident management, bug tracking, and many others, all on a single platform.

Getting started with a case system is super easy. There are just a few steps that should be completed and you will be all set to manage your workflows:

  • Create a new case system.
  • Add new members to your case system.
  • Customize the case form.
  • Set up custom statuses that your workflow requires.
  • Determine whether priority is required.

Create a new case system

Case systems can be built from scratch so that you can customize it the way you want. Before you can start though, you should check if you have the right permissions to create case systems. If you are an admin newly starting on an account, you should have these permissions already, else you should contact an Account Admin.

  1. On your home page, click Create a new flow. Alternatively, you can click Explore on the top navigation bar.
  2. On the Explore all flows page, click Create new.
  3. Under the Create from scratch section, on the Workflow card, click + Create. Next, click Case system.
  1. Enter a name for your case system. For example, if you’re creating an issue tracking system, you can name this as Issue tracking.
  1. In the Item type field, enter a name for the type of cases that are managed in the system. For example, this can be Issue if you are creating an issue tracking system or Request for a system that manages service requests.
  2. In the ID prefix field, enter text that is used as a prefix for generating case IDs. The prefix is used with serial numbers to generate IDs. For example, if you enter IT, cases are numbered IT-001, IT-002, and so on.
The prefix that you specify here cannot be changed later.
  1. Click Create.

Adding new members

Before you can add new users to a case system, you must first add them to your Kissflow account. To add new users, click your profile picture > Account administration. On the User management tab, click Add a new user to add new users.

Once you've added new users to the account, you can add them to your case system. Users added to the case system are called members. There are various roles that you can assign to members.

  1. On your case system page, click the More options button () > Share.
  2. To add new members to your case system, click Add members.
  3. In the search box, type in the name of a person you want to add to the case system. You can add multiple members.
  1. After adding the required members, assign one of the following roles to them:
    1. Admin - case system admins can create and edit cases as well as manage all the settings for your case system.
    2. Member - case system members can create new cases as well as update existing ones.
    3. Initiator - can only create new cases and update the ones that are either created or requested by them.
  2. Click Add.

Customizing your form

The data in each case moving through a workflow is collected using a form. You can customize this form so that the most relevant information for your workflow is captured. To customize the form, click the More options button () > Edit form on your case system page.

Configuring custom statuses for your workflow

There are five default statuses you can use to indicate the progress of a case in your workflow. In addition to these, you can create custom statuses. Custom statuses allow for detailed tracking of cases that are in progress.

To create a new custom status:

  1. On your case system page, click the More options button () > Settings. Next, click Workflow.
  2. On the Workflow tab, under the In progress section, click the Add a custom status button.
  3. Enter a name for the custom status, and then click Save.

You can create multiple custom statuses and arrange them in the order that you want. However, custom statuses can only be created under the In Progress category.

Turn on or off priority for the case system

Priority indicates the urgency to resolve a case. You can only assign a priority to cases if you have turned on this feature in case system settings. If this setting is not turned on, the Priority field will not be visible across the case system.

  1. To turn on or off the priority, click the More options button () > Settings.
  2. Click the Priority tab, then  click the ON or OFF button to turn on/off priority for the case system.


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