Case Types & Classifications

About Case Types & Classifications

Case Types and Classifications define how a case is structured and processed within the system. Understanding how these components work together ensures accurate case configuration, workflow progression, and reporting.

Classifications

A Classification represents a processing lane within a case. A single case may contain one or more Classifications depending on the nature of the incident.

Each Classification:

• Operates independently within the case
• Has its own status (Open, Closed, In Progress)
• Contains its own workflow phases
• May include structured sections such as Evaluation and Resolution

Phases Within a Classification

Each Classification progresses through its own workflow phases, managed within that Classification's section of the Case Menu. Some Classifications include structured workflow sections such as Evaluation and Resolution, while others may follow a different phase structure.

Each Classification progresses independently and may be in a different phase or status than other Classifications within the same case.

Case Types

A Case Type defines the specific category of concern within a Classification. Every case must include at least one Case Type.

Case Types:

• Are tied to a Classification
• Help define the nature of the reported concern
• Support workflow routing and reporting

Case Types should align with the roles assigned to Involved Parties.

Case Structure Requirements

Proper case configuration requires alignment between Classification, Case Type, and Involved Party Roles. Certain role combinations are required for structural accuracy.

For example, if a Respondent is assigned to a case there must also be at least one of the following:

• Complainant
• Reporter
• Complainant/Reporter

Managing Classifications

Classifications may be added or updated from the Options menu within a case. To edit Classifications:

1. Navigate to the case
2. Click the Options button in the Case Header
3. Select Edit Classifications
4. Add or update the appropriate Classification
5. Save your changes

Closing a Classification

Classifications are closed individually. To close a Classification:

1. Navigate to the case
2. Click the Options button
3. Select Edit Classifications
4. Change the Classification status using the Status drop-down
5. Save your changes