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Cases Application User Manual

Welcome to the Cases Application — your centralized platform for managing and tracking various types of cases across departments. Whether you're handling customer support tickets, project issues, or internal inquiries, this application helps you organize, assign, and monitor case activity from creation to closure.

This guide will walk you through every step, from logging in to managing permissions and troubleshooting common issues.

1. Introduction

The Cases Application is a flexible and centralized tool designed to help teams manage, track, and resolve a wide range of case types — from customer support tickets and project issues to internal service requests and operational incidents.

Built with collaboration and efficiency in mind, the app provides users with a structured environment to log new cases, assign responsibilities, monitor progress, and ensure timely resolution. Whether used by support teams, project managers, or operations staff, the Cases App simplifies task tracking and improves response accountability.

🔑 Key Features:

  • Case Lifecycle Management
    Create, edit, assign, update, and close cases throughout their lifecycle.

  • Multiple Views
    Switch between a structured List View or a visual Kanban View for intuitive workflow tracking.

  • Priority and Status Tracking
    Categorize cases by priority (Low, Medium, High, Urgent) and manage their status (New, Assigned, Pending, Closed).

  • Case Filtering and Search
    Quickly find relevant cases using filters for priority, type, status, assigned user, and date ranges.

  • Task Integration
    Track subtasks or action items associated with a case through the built-in Tasks tab.

  • Export Functionality
    Export case data to Excel for reporting, auditing, or offline analysis.

  • Permissions-Based Access
    Control who can view, edit, assign, or manage cases using flexible role-based permissions.

✅ Benefits:

  • Improves Organizational Transparency
    Everyone involved has clear visibility into responsibilities, deadlines, and status updates.

  • Increases Productivity
    Streamlined workflows reduce manual tracking and eliminate communication gaps.

  • Enhances Collaboration
    Easily assign, reassign, and comment on cases to keep everyone aligned.

  • Supports Audit and Reporting Needs
    Maintain structured records of all actions taken for compliance and performance reviews.

The Cases Application is a powerful solution for any team needing to track open issues, requests, or support tasks. Its adaptability makes it a valuable tool for teams across customer service, IT, project management, HR, and beyond.

2. Getting Started

Logging In

  1. Open the Application
    Launch the Cases App from your desktop or mobile browser.

  2. Enter Credentials
    Input your assigned username and password.

  3. Click Login
    Press the "Login" button to access your dashboard.

⚠️ Note: If you don’t have an account or forgot your credentials, contact your system administrator.

3. Dashboard Overview

Once logged in, you'll arrive at the Dashboard, which provides a summary of your case activity.

Key Components:

  • 📌 Navigation Bar
    Located at the top, it allows you to switch views, access filters, and adjust personal settings.

  • 📋 Case List
    Displays all cases accessible to you, including ID, title, status, priority, and due date.

  • 📊 Statistics
    Visual insights into case volume, categories, status breakdowns, and assigned workload.

4. Managing Cases

👁 Viewing Cases

  • List View
    See all cases in a detailed table format — perfect for sorting and bulk reviewing.

  • Kanban View
    Organizes cases by status (e.g., New, Assigned, Pending, Closed) into column-based cards for easy workflow tracking.

Use the View Toggle at the top of the dashboard to switch between these modes.

🆕 Creating a New Case

  1. Click "Create Case" from the action toolbar.
  2. Fill in the form fields:
  3. Title
  4. Description
  5. Priority (Low, Medium, High, Urgent)
  6. Type (e.g., Bug, Request, Task)
  7. Due Date
  8. Unit
  9. Assigned To
    • Account
    • Supplier
    • Employee
    • Candidate
  10. Responsible person
  11. Label
  12. Click "Confirm" to save the new case.

✏️ Editing an Existing Case

  1. Select a case from the list or Kanban board.
  2. Click "Edit" in the case detail view.
  3. Update the relevant fields.
  4. Click "Save" to apply changes.

🗑️ Deleting a Case

  1. Open the case you want to remove.
  2. Click "Delete".
  3. Confirm the deletion when prompted.

🔒 Permissions Note: Only users with the proper access rights can delete cases.

5. Using Filters

Filters help refine your view and locate specific cases based on attributes.

Available Filters:

  • Supplier
  • Account
  • Employee
  • Candidate
  • Labels
  • Unit
  • Priority – Low, Medium, High, Urgent
  • Status – New, Assigned, Pending, Closed
  • Type – Filter by case category or purpose
  • Responsible Person – Show only cases assigned to specific users
  • Assigned to me - Show only logged user cases

To use filters: 1. Open the filter bar at the top of the Case List. 2. Select desired values. 3. Click "Apply".

6. Permissions

Access and functionality within the Cases App are governed by your role or permission level:

Permission Description
View Cases Allows the user to view cases assigned to them.
Manage Assigned Cases User can edit and update cases they are responsible for.
Manage All Cases Full control over all cases in the system (Admin or Manager roles).
View All Cases Allows visibility into all cases across the organization.

📌 Tip: Contact your admin if you believe you need higher access for your role.

7. Exporting Case Data

You can export cases for reporting or external use:

  • Navigate to the dashboard.
  • Click the "Export" button.
  • Data are exported in XLSX Excel format.

8. Additional Features

👤 Assigning a Case

  • Open a case → Click "Edit" → Select a user from the "Assigned To" dropdown → Click Save

📌 Tracking Tasks within a Case

Each case may include associated tasks. To view or update them:

  • Go to the case detail view.
  • Click the "Tasks" tab.
  • Click the "+" button to add a new task associated with the case.
  • Manage task status, add notes, or reassign tasks as needed.

9. Support and Resources

If you encounter issues or have questions:

  • Contact your HR Administration for guidance.
  • Online Resources: Check the Pulsawork Help Center for tutorials and FAQs.
  • Pulsawork Support: Reach out via the support portal.

This detailed manual helps you use Pulsawork’s Approvals App efficiently, from simple searches to bulk actions and AI-powered data extraction. Happy controlling! 🚀

10. Frequently Asked Questions (FAQ)

How do I reset my password?

Go to the login screen and click "Forgot Password", then follow the recovery instructions.

Can I export case data?

Yes, use the "Export" option from the dashboard to download cases in Excel format.

How do I switch to Kanban view?

Use the view toggle button at the top right of the dashboard to switch between List and Kanban views.

What if I encounter a system error?

Refresh your browser or log out and back in. If the issue continues, contact technical support via the Help section.

How do I assign a case to another team member?

Open the case, click Edit, and select the new responsible user from the dropdown.

Can I manage tasks within a case?

Yes, open the case and go to the "Tasks" tab to track and update related tasks.

How does the page look like?

Cases Table Example