Case Management Settings
Weitere Optionen
In "Case Management → Settings", experts can configure the case management and create period definitions for reports.
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 report should be made when creating a new report. 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 report should be made.
Support team.
- The support team is used to ensure that no reports are overlooked. The team entered here will be set as the support team by default for all incoming reports. The team members will be informed about new reports via e-mail. In addition, the members of this team receive the reminder e-mails that arise from the assigned periods for the reports until a specifically selected expert takes over the processing of the report.
Anonymous report possible (whistleblower system).
- If the option "Anonymous report possible (whistleblower system) is activated, the case management system acts as a whistleblower system according to EU Directive 2019/1937. Reports 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.
Standard 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 report is created by a whistleblower.
Anonymization behavior:
- These options determine whether messages and reporters should be anonymized after a report is completed.
- Hide message content
- This option hides message texts from the reporter when the report is closed.
- Anonymization of reporters from the whistleblower system (only if anonymous reports are enabled)
- This option removes the name and contact details an anonymous reporter can leave when the report is closed.
Period definitions
Period definitions are used as a template to assign periods to reports and their messages.
The periods then use their reminders to ensure that the processor or support team is reminded to adhere to the periods.
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 report (processing period) can be created.
The period of time determines within which time the period should / must be handled.
Periods can be automatically assigned to reports.
- On report received
- The period is automatically assigned to the first message of a report. 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 email is sent to the responsible person(s). If no responsible person is registered, the reminder email will be sent to the registered support team.
Behavior when changing a deadline term.
- Existing periods will not be updated to the new period deadline. If you want to have the new deadline, you must first delete the existing period and create a new one.
