What first steps should I take towards working with the case management?

Once you have implemented a management system you can start working with the case management module via the following steps.

1. Acquire the license for the case management add-on, feel free to contact office@togethersecure.at for this.
2. Activate the case management add-on using the checkbox under Administration > Management systems.
3. Distribute the expert, professional, and/or observer role for "CM" under Administration > User roles.

If you want to provide a whistleblower system, define the URL for it with your contact person at TogetherSecure. You can then give this link to your stakeholders.

Configure your case management for the current management system under Case management > Settings.

Basic data of your case management

Enter a short name for the case management of your management system here. Furthermore, describe the category.

If multiple case management systems are operated, the user is offered a selection of categories for the ticket when they create it. For this, they are shown a list of the categories of case management systems and once they make a selection the description is also shown. With this information, the user is able to determine themselves which system to send the ticket to.

Support team

Under Administration > Teams you can create a team that's responsible for the processing of incoming tickets. Then you assign it as the support team under Case management > Settings. The support team is informed of new tickets via e-mail when they come in.

Type of whistleblower system

Here you can decide whether you want to provide an anonymous whistleblower system. If you decide against that, meaning you do not activate the checkbox, only named tickets can be submitted by logged in users in HITGuard. If you decide for it, meaning you activate the checkbox, you can still enable anonymous or only named tickets.

You can also decide whether the current one is to be the default case management system. If yes, this category is automatically preselected for the reporter. The selection can be changed, though.

Provision of additional information

Here you can decide whether additional information shall be able to be provided when creating a ticket. The reporter is then offered additional checkboxes and text fields.

Setting the anonymization behavior

Configure how the content and reporters of tickets are to be treated upon closing.

Setting the deletion behavior

Configure if and when reports and the corresponding log data are to be automatically deleted.

Preparation of period definitions

Lastly, prepare period definitions. On their basis periods are created that can be assigned to tickets automatically or manually. E-mail reminders can be configured for the period definitions as well.