Use ArkCase to collect, review and make decisions on pre-case information. The form reflects your organization's business process and rules, which determine the specific information required to initiate a request and apply a workflow.
To open the form:
- From the title bar, click the New button to open the menu.
- Click the Complaint The first section of the form opens.
Note: The "New" options you see may be different than the example. Your organization customizes the application according to its business processes.
New Complaint Form (Pre-case Request)
Your organization's business rules and processes dictate how information is identified (field labels) and the minimum amount of information required to evaluate a case request.
Form navigation is similar to a wizard. A navigation path appears along the top of the form and buttons at the bottom of each page prompt action for proceeding (next or previous) or terminating (cancel or submit). Your entries are kept as you move between the form pages—until you close (cancel) the action.
Note: Plan to complete the form in one session. There is no option for saving information and re-opening later. Except for the required fields, information can be added and updated after the complaint is created.
Page and Panels
The form consists of multiple pages. Your organization has configured the number and the content of each. Each page is comprised of one or more panels. Panels are similar to containers of information. They define sections and subsections of the page.
Panel Control Buttons
Some panels (sections) can be collapsed (and expanded), which allows you to hide the form section from view—after a section has been completed, if a section is not needed, when the case requires multiple instances of the information.
Add (and remove) entities
The form makes available the option to conveniently create more than one instance of similar information. For example, create records for multiple people related to the complaint or case, and multiple forms of contact information for each person (phone numbers, e-mail addresses, social media, etc.).
Note: Section titles and field labels, drop-down options, required fields represent the Core ArkCase. Your organization's configuration may be different.
Completing the Request Form
You can use the Tab key on your keyboard to move between fields. An * asterisk marks fields that are required. Fields of special note:
- Description text box
- Notes text box
- Default text
- Calendar date select
- Drop-down list
- Select box (Check box/Radio button)
ArkCase retains the information you enter, as you move between pages and fields, until you close the form.
Move between pages
A wizard-like navigation bar appears above the form with which you can move between sections.
The example above from Core ArkCase uses color to indicate that a section has required fields.
Navigation buttons are at the bottom of each page.
Use them to move ahead and back.
Close the form
Two buttons close the form.
Submit initiates a check of the form for missing required information, closes the form and creates a complaint.
Cancel closes the form without saving entered information.
Uploading Existing Information to Form
Searching for Existing Contact Information
Creating New Contact Information
Four subsections are available for creating contact information for associated people (Initiator and People sections).
[How to reach people.]
[The organizational entity to which the contact belongs.]
[The contact address for the person.]
[For use when person uses or has used another name.]
- Select from a drop-down list, designated as the "assignee."
- Select one assignee at a time. Option to delete a selected user from the list.
New complaint is added to the assignee's My Complaints list (in their dashboard).
User will receive notification when changes to the complaint occur; Followers are considered "read-only" participants.
Submit the Completed Form
ArkCase creates a new complaint from the information collected in the form.
- Click the ….Submit The system checks for missing required information.
Note: If the form is incomplete, a message appears.
The Submit button label changes to Please Wait, after which the message Thank You! Your submission has been received appears.
Case Workflow – Submit Complaint
ArkCase initiates a workflow when a new form is successfully submitted.
Complaint number. The system generates a number for the item (complaint). The number is useful for identifying and organizing complaints—searching, sorting, filtering. [The number gets associated to all documentation related to the complaint—incorporated into the documents' filenames.] Your organization configures the numbering convention, e.g., use of date, number of digits, etc.
Complaint status. The system assigns Draft state to the newly submitted item. See the complaint summary area of the content frame.
Copy of the completed form. The system generates a .PDF (Adobe Portable Document Format) document of the submitted form and automatically associates the document to the complaint. Your organization configures the format of the filename. The document is found in the Documents section of the complaint.
Notification. If people are associated as follower to the new complaint, the system can be configured to send a notification.
The button will show the number of notifications awaiting view.
Complaints list. The new item is added to your organization's list of open complaints, where it can be reviewed and edited. The complaint gets associated to the owner/assignee (added to My Complaints widget).