Updating a Case

A case specification is an explicit set of requirements to be satisfied by a case before it can be considered complete or closed. The term is often used in the system to refer to the information found in a case form (the form we fill out when opening a new case). An example of a case form is shown below:

9.3.1

Any change in an exitisting case specification is called an update. The most common update known by many users is adding a comment. Project Managers, Analysts and even Clients add a comment when there is a progress or issue in a case that they want to discuss with the other users.

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To add a comment to a case, do the following:

  1. In your Dashboard, click on the case where you want to add a comment to.
  2. In the Comment textarea, type your message.
  3. (For PM/Analysts) If you want the comment to be screened from the view of the Client (or the user to whom the case is created), check the Private comment option.
  4. Click on the Add Comment button.
  5. (For PM/Analysts) Assign the case to the user to whom the comment is addressed. Do this by clicking on the Assigned User link.

    Note: Changing the Assigned User is a way of notifying the receiver that a new comment is added in the case that he/she is working on. You do not have to do this step if the case is already assigned to the user (the intended receiver).

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Another instance of an update is when Project Managers settle the issues of cases in Draft and Pending Estimate. In some scenarios, cases that are in draft mode lack elements for well documented Itemized Task List while a case in Pending Estimate has no Estimated Delivery Date, Estimated Delivery Hours and/or Billing Info. In these circumstances, an update takes place when a Project Manager provides those lacking specifications.

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To edit a case in Draft/Pending Estimate, do the following:

  1. In your Dashboard, click on the case that you want to edit.
  2. Click on the Edit Case button.
  3. Do the necessary changes in the case form.
  4. In the Assigned to dropdown list, select the user to whom the case will be sent/assigned.
  5. If it is a case in Draft that you are editing, do any of the following:
    1. To start the work for this case immediately, click on the Skip Approval & Start Work button.
    2. If you did not supply the Estimated Hours Work and the Estimated Delivery Date and you want another PM to decide on this, click on the Send for Quote button.
    3. If you want another PM to approve the information that you provided here, click on the Submit for Approval button.
  6. If it is a case in Pending Estimate that you are editing, click on the Submit Quote Back to Client button.

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