Hi Martin,
in general, it is possible to "re-open" a closed case but it should typically be considered when designing the solution.
Splitting a case, as you already mentioned, will not be a proper solution for you as it creates a new case. The new case instance is linked to the original case and can cary along all case metadata from the original case as well as the case documents but there will be no activity (task) related information as no activities have been executed for this new case when it just started. Also you need to be careful as for example the new case may immediately trigger activities because of the metadata that is used when splitting the case.
If you want to "re-open" an existing case, you could do the following
1) Add a discretionary activity (e.g. "Re-open case") to the case type in Case Builder.
2) Design the discretionary activity in such a way that it moves to case into the desired state.
3) Use the
caseSynchronizer tool to add the new activity to all existing casesThe actual challenge is the second step. It depends on the design of the current solution whether it can be done easily or whether it actually requires to change the existing case design.
For example, of you had three different case activities, each of which is triggered by a metadata condition. If you currently use the "A property condition is met" condition, you would not be able to re-execute this activity (it will only be triggered once, when the case metadata meets the condition for the first time).
You would have to change the starting condition for the activity to be "A case property is updated" and the metadata condition and set the check box "Activity is repeatable" to true:
This way, you could set the case metadata to the required value in the "re-open" activity and this would actually cause the corresponding case activities to be triggered again, thus allowing to "re-process" the case.
To re-open a case, a user would search for the closed case, open it and from the case details page add the "Re-open case" activity. In the re-open activity, you may allow the users to somehow select the desired target state for the existing case (if applicable) and then adjust the corresponding case metadata accordingly.
Hope this helps to get an idea how it would work. Let me know if you have further questions.
Best regards
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Michael Kirchner
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Original Message:
Sent: Tue March 23, 2021 11:48 AM
From: Martin Iturbide
Subject: Case Features (Case Manager) - How to reassign tasks (By code)
Thank you very much Michael
I have an additional question, and I want to ask you since you seem to have more experience on Case Manager than me.
Is there a way to reopen a case that had been completed?
I got the need that if a case is closed, they want to re-open it and move it to an specific activity of the workflow. Do you know if that is possible in Case Manger (Case Features)? I know there is the "slip case", but in this case the requirement is to maintain the same case number.
Regards
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Martin Iturbide
Consultant
Next Step C.A.
Quito
Original Message:
Sent: Tue March 23, 2021 07:19 AM
From: Michael Kirchner
Subject: Case Features (Case Manager) - How to reassign tasks (By code)
Hi Martin,
making the "Reassign" button on a task details page available for users in a particular role only would require some tweaking via JS API (when loading the page).
Bulk reassignments of steps are possible out of the box from the inbasket. The action "Reassign" is per default activated for multi-selection, so you can apply it to multiple items selected from an inbasket:
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Michael Kirchner
Original Message:
Sent: Mon March 22, 2021 11:09 AM
From: Martin Iturbide
Subject: Case Features (Case Manager) - How to reassign tasks (By code)
Thanks for the reply. I will be testing it out.
What I think it may be a limitation, is that it will be desirable to reassign only to the users on one specific role, and not to any user in the LDAP (Active directory).
Is the "Reassign item" configurable to do that kind of things?
Also, what kind it be a good solution for "bulk reassings", like reassigning all the work of "John" to "Mary" since John is no longer working on the company. We used to have the "old school" tracker applet for that, but I don't think it is good to use that anymore.
Regards
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Martin Iturbide
Consultant
Next Step C.A.
Quito
Original Message:
Sent: Mon March 22, 2021 06:27 AM
From: Michael Kirchner
Subject: Case Features (Case Manager) - How to reassign tasks (By code)
Hi Martin,
I assume that you want to re-assign a task which is implemented on the FN CPE, is that correct?
And presumably you want to do that at the level of the step page (step has been opened from the inbasket)?
In that case, you can easily add a button to re-assign the step to a person via configuration of the task menu. Simply put, you'd have to perform the following steps:
- Edit the task details page ("work page") for the step you want to be able to re-assign
- Add a button to the "work item toolbar"
- Configure this button and to use the "Reassign item" action
- Redeploy and test
This will add the re-assign button to the top menu bar of the opened workflow step as shown:
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Michael Kirchner
Original Message:
Sent: Fri March 19, 2021 02:36 PM
From: Martin Iturbide
Subject: Case Features (Case Manager) - How to reassign tasks (By code)
Hi
I'm developing a solution on Case Features (Case Manager) and I need to reassign a task by using a button. So, I need to use javascript and the API to reasign a task. Can someone give me a tip and/or point me in the right direction of the API documentation?
Also, on which table/database is this task reassign logged for auditing?
Regards
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Martin Iturbide
Consultant
Next Step C.A.
Quito
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