Case management

In the Configuration section, under Settings/Case management, you can add case types and create standard respones that can be used to communicate with the patrons.

Standard responses

Standard responses are used to communicate with the patrons in the Case module. If the standard respone is entered in several languages, the one entered as the communication language on the patron account is used.

Click on the button Add response to create a new response. Add a title and description to the response and write the response text in the field Text. You can add translations by choosing the language in the drop down and click Add. Save the respone by clicking Save.

Case types

It is not mandatory to add Case types but they are useful to filter cases and for analytics.

Click Add case type to add a new case type. Give the case type a title and a description and click Add case type to save.

If you want to be able to filter on the cases added by patrons in Arena you can do this by checking the box General request or Media request for the case type.