Case handling

Owned by Erich Must Wessel
Last updated: Jul 26, 2024
2 min read

  • The case manager receives an e-mail from the system giving them responsibility for the case. They can also find the case in the Better Startpage.

  • The case is always visible in the Case list. Any user can open the case in view mode to see the progress and details.

  • Only the case manager (field in the case list), deputy (field in the case list), and Better administrators (a user rights group) can enter edit mode for a case to manage/process the case.

  • The case manager analyzes the case further, assigns measures to correct the incident (for example), coordinate the cause analysis, improve the situation in the future, create new material/processes, coordinate the implementation of new material/process, hold training and communicate changes.

  • After all the actions have been completed, the case manager analyzes the outcome of the measures and assesses whether there is a need for more. If not, the case can be closed.

  • Before closing, the case manager should consider whether one or more verifications should be set up to ensure that the case is resolved effectively and that things work as they should in the future. The case manager gives a closing comment and clicks the Close switch to "on" to close the case.

  • After checking, the system will send a message to the person in charge to complete the verification.

  • If the verification was successful, comment and indicate that nothing needs to be done and that the case can remain closed. If the follow-up check reveals that the case management has not produced the improvements that were desired, comments on this and indicates possible further actions. This will require reopening the case. The case manager takes care of this.

Roles

  • The case manager is responsible for processing the case

  • The deputy has case-handling rights, receives no notifications and is only someone who can step in and assist, take over the case if necessary (sickness notices, high workload etc.)

  • Escalation can monitor and receive a notification when the case has gone x days past the date without having been closed.

  • Copy to receive an email when the case is created

Videos

Open a case in edit mode

Better - Open a Case in Edit Mode to Start Managing it

Manage a case

Better - Manage a Case

Work with actions

Better - Create, Manage, and Close an Action