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Creating cases

Suggest edit Updated on November 26, 2021
Applicable to Hybrid mode applications

Create and process cases in a portal, so that users can perform their work more efficiently and meet their business goals. For example, a customer service representative can create a case to collect and process information from a customer applying for a loan, and then resolve the case to achieve a specific outcome, such as granting the loan.

A case that a user creates is an instance of the specified case type, which is a predefined, reusable template of a business process that you want users of your application to follow. Case types consist of stages, processes, and steps, which a case worker completes to resolve a case.
Before you begin:
  1. Ensure that your application can use Cosmos React UI for landing pages (Theme Cosmos). For more information, see Enabling hybrid mode. For applications without Cosmos React UI, see Creating cases.
  2. Create case types that you can reuse for multiple business processes. For more information, see Creating a top-level case type.
  3. Define which cases the user can create. For more information, see Organizing the main menu for a portal
  1. Log in to the portal in which you process cases.
  2. In the navigation pane, click Create, and then select the case type that you want to use to create your new case.For example:
    Creating a case from a Home mortgage case type in User Portal
    Selecting a case type to create a case in User Portal.
  3. Optional: To discontinue work on a case before submitting the case for processing, click Cancel, and then select a relevant option:
Result: You have created a case, which can now be processed to achieve a specific result.
A new Home mortgage case
The Create stage of a newly created Home mortgage case.
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