Working with cases

With the Cases module, you can manage cases sent in by patrons or created by the library staff. An overview of all cases is displayed on the Cases start page. The list is sorted by status first in the order New, Active, Completed, and then by last update date.

You can also filter cases by, for example, case status, latest activity or staff who have the case assigned to them. The set values are saved until a new selection is made. It is also possible to search among cases in the search field above the list.

Access to the Cases module in the main menu as well as the ability to administer cases is controlled by permissions. There are four types of permissions:

  • Case management menu – you see cases in the menu and can view and search for cases

  • Add cases – you can create cases in Quria

  • Handle cases - you can process cases, for example answer the patron or assign to colleagues

  • Delete cases - you can delete closed cases

Case status

A case can have the following statuses:

  • New The case has been newly created by the patron and has not yet been handled.

  • Active As soon as a new case is saved again, it is automatically changed to active. Internal cases become active immediately when they are created.

  • Completed When a case is closed, it may be possible for the borrower to reopen it by submitting a new response for a certain period of time. This time period is set in Settings - System settings - Archive completed cases (number of days). When this time has passed, the case is shown with the status Archived in Arenaand can no longer be reopened by the patron.

Reopened cases automatically get the status Active again.

Latest activity

You can search for cases where the latest activity is one of the following:

  • Assigned Has been assigned to a user

  • Completed The case is completed

  • Message by patron Patron has sent in a case or replied

  • Message to patron Staff has sent a message to the patron

  • Internal message Staff has written an internal message

  • Reopened The case has been reopened by the patron or staff

Manage cases

When you click on a row for a case, the case is opened and you see an overview of all available information and you have the option to, for example, assign the case to a library, a user or both. Only users with permission for Cases are included in the list of users who can be assigned cases.

On the left side, you can also change the case type and title. If the patron does not select a pick-up branch in connection with creating the request, the one pre-selected on the patrons account is used. If the patron chooses a different pick-up branch than the one pre-selected on the patrons account, the new one will be used on the case. If no pick-up branch is specified or found on the patrons account, no pick-up branch is created in the case.

Case types are defined in Settings – Case management – Case types. It is optional to have case types, but they can be used for filtering and for analytics.

In the right part of the view, you can write a message to a patron or an internal message that is only visible to library staff. This is selected with the radio buttons Patron message and Internal message (default).

Notification to patrons

When responding to a patron, you can either choose a predefined Standard respone (which is configured in Settings – Case management – Standard responses). Select which default answer you want from the list and click Add. If the standard respone is entered in several languages, the one entered as the communication language on the patron account is selected.

You can also write your own free text message, in the language of your choice.

When you click Send to patron, an e-mail message is automatically sent to the patron. The entered text is also saved on the case and can be read by the patron in Arena. The content of the e-mail message is configured in Settings – Circulation and notifications – Message texts. There you can choose whether the patron should receive a message that includes the answer you wrote in the case or just a message that there is a new answer to read in Arena.

Internal message

Here you write a message that can be read by library staff who have authorization for Cases. No message is sent to anyone in connection with this.

Event log

The right side also contains an event log where you can follow the case step by step.

Analytics

You can create analytics on the number of created, closed and reopened cases and get information on the average processing time. The figures can be broken down by case account, case authority, case branch and case type.

See also: https://help.quria.axiell.com/sv_SE/Content/Analytics/creating-report.htm