Fallmanagement-Einstellungen/en

In "Case Management → Settings", experts can configure the case management and create period definitions for ticket.

Case management settings

Settings

Category and description.

In general, a case management system (also called an incident management system) can be used for a variety of purposes. Possible use cases are:

• for recording information security incidents,
• for data breach management,
• as a whistleblower system according to EU Directive 2019/1937,
• and much more.

If multiple case management systems are in use, the user is offered a selection of the category in which the ticket should be added when creating a new ticket. For this purpose, the categories of the case management systems are listed in a selection list and when a selection is made, the description of the category is displayed. Based on this information, the user should be able to decide for themselves in which system the ticket should be added.

Support team.

The support team is used to ensure that no tickets are overlooked. The team entered here will be set as the support team by default for all incoming tickets. The team members will be informed about new tickets via e-mail. In addition, the members of this team receive the reminder e-mails that arise from the assigned periods for the tickets until a specifically selected expert takes over the processing of the ticket.

Anonymous ticket possible (whistleblower system).

If the option "Anonymous ticket possible (whistleblower system) is activated, the case management system acts as a whistleblower system according to EU Directive 2019/1937. Tickets from whistleblowers can thus be created and reported anonymously. If this option is activated for multiple case management systems, an anonymous whistleblower can select the category for which the whistleblowing should take place from a selection list. The reachability of the whistleblower system can be configured, more on this here.

Default case management system:

If multiple case management systems are enabled, one can be selected as the "default case management system". This will result in it being the first system displayed when a new ticket is created by a whistleblower.

Anonymization behavior:

These options determine whether messages and reporters should be anonymized after a ticket is completed.

• Hide message content: This option hides message texts from the reporter when the ticket is closed.
• Anonymization of reporters from the whistleblower system (only if anonymous tickets are enabled): This option removes the name and contact details an anonymous reporter can leave when the ticket is closed.

Edit settings

Period definitions

Period definitions are used as a template to assign periods to tickets and their messages.

The periods then use their reminders to ensure that the processor or support team is reminded to adhere to the periods.

Datei:CM Fristendefinitionen.jpg

Period definitions

Create/edit period definition

To create a period definition, click the "Plus" button in the overview.

For example, a period for replying to a message (reply period) and a period for processing a ticket (processing period) can be created.

The period of time determines within which time the ticket should/must be handled.

Periods can be assigned to tickets automatically.

• When ticket is received: The period is automatically assigned to the first message of a ticket. The period is not assigned to messages/replies arriving after that.

To edit, the desired period definition can be opened by double-clicking on it.

Any number of reminders can be created for a period. If a reminder is due, a reminder e-mail is sent to the responsible person(s). If no responsible person is registered, the reminder e-mail will be sent to the registered support team.

Behavior when changing a period's duration.

• Existing periods will not be updated to the new period duration. If you want to have the new deadline, you must first delete the existing period and create a new one.

Edit period definition