Open Cases

Keep follow-up inquiries to a minimum by allowing your users to access open and closed cases, raise new ones, and access support. This template adds the same content as another template, so we won't include that content in this article:

• Roles: Employee, manager, and HRSS

Models

The template contains two models. First, let's take a look at the Case model:

You can add properties to the model properties by selecting the ADD button. See our knowledge base article, Add a property to your model's schema.

The other model is Case Attachment:

This model contains a foreign key property, linking it back to the Case model, and a file property that allows submitting attachments.

Pages

The template adds several pages, too, including Open cases:

This page is where users can view their open cases and access support. 

To raise a case directly from this page, select RAISE A CASE, and this modal window opens: 

The form you see above is from the Raise a case page. Let's take a look at the page itself now:

If you made any changes to the Case or Case attachment models, you might want to update this form block. See our knowledge base article, Add a Form block.

Users can raise a case by completing the pre-configured form, including adding an attachment. 

It also adds the page, Closed cases:

Resolved cases will appear here, providing a historical record to refer to if necessary. 

After installation, build an integration to synchronize your cases from Applaud with your choice of a case tool. See our knowledge base article, About Applaud's integration with Workato.

After building your integration, consider adding the Case page to a menu so your users can find it. See our knowledge base article, Add a new menu and choose your menu type.

Follow-up task

• To configure the Support page, install the Help and case management template.