Case Details and Comments

Case Details

Details of a Case display the current status of the Case, names of Case participants, and the option to cancel or rollback a Case. Follow these steps to view Case details:

1. Ensure that you are logged on to ProcessMaker Platform.

2. Click the Cases option from the top menu to see cases.

3. From the cards on top, click My Cases, In Progress, Completed, or All Cases card.
   
   

4. Click the Case # or Case Title column link to view tasks for the case.

5. Use the open menu icon on the right to open a collapsible panel and view case details.

The Details tab displays information depending on the status of the case.

Canceling a Case

The option to cancel a case is available in the Details tab when viewing a case. Process participants can cancel a case if they have the following necessary permissions:

• Cancel Case permission in general process permissions

• Cancel Case permissions in individual process configuration

Follow these steps to cancel a case:

1. Navigate to the Cases page.

2. Open the case you want to cancel.

3. Click on the Details tab.

4. Select Cancel Case to terminate the case.

Important:

• Canceling a case is irreversible. Once canceled, the case cannot be resumed.

• Any ongoing requests or tasks within the case will also be terminated.

Comments

Comments allow Case participants to solicit and provide feedback on business decisions throughout a Case:

• Post Case comments: Post comments to the currently displayed Case. All Case participants see that comment. Write and preview comments using rich text features including but not limited to text styles, images, hyperlinks, and lists. The commenting editor uses Markdown syntax.

• Tag users in a Case comment: Precede a user's username with the @ symbol to invite that user into the comment thread so that user can participate in the discussion. Upon using the @ symbol and then typing the initial letters of the user to tag, those users that match those initial letters display for selection.
  

  After sending the comment with tagged users, those users receive a notification of the comment they were tagged within, and then may select that notification to view that Case comment. Selecting a notification for a tagged comment opens that Case with the tagged comment. If the tagged user is not a Case participant prior to being tagged in a Case comment, that user becomes a Case participant only for that Case.

Use a Markdown syntax quick guide for the most commonly used Markdown syntax.

View Comments

Follow these steps to view posted comments to a Case:

1. Ensure that you are logged on to ProcessMaker Platform.

2. Click the Cases option from the top menu to see in-progress Cases.

3. From the top, click one of the following Cases tiles:

   • My Cases page. See View Your Cases That You Started.

   • In Progress page. See View Cases That Are In Progress.

   • Completed page. See View Completed Cases.

   • All Cases page. See View All Cases. (Note that your user account must have the Cases: View All Cases permission to view the All Cases page.)
     
     

4. Click the Case # or Case Title column link to view tasks for the case.
   
   

5. Use the open menu icon to open the collapsible details panel on the right. Click the Comments tab. Case comments display on the Comments panel in chronological order. If necessary, click Refresh at the bottom menu to update new comments.
   

   

Each posted comment contains the following information:

• Avatar and Name: The user's avatar identifies the sender of each comment. Next to the user's avatar is the person's full name. Click the user's avatar to go to the User Information window.

• Task Name: The task name where a user is acting.

• Comment: The posted comment appears below the preceding information and may include tagged users. If a comment is a reply, the original comment is highlighted in blue above it.

• Datetime: The datetime displays when the comment was posted. The time zone is determined by the Time Zone setting of the ProcessMaker Platform instance or the user's profile.

• Edit: If you are the owner of the comment, click the Edit icon to edit the comment. See Edit a Comment in a Case.

• Delete: If you are the owner of the comment, click the Delete icon to delete the comment. See Delete a Comment in a Case.

• Reply: Click the Reply icon to reply the comment. See Post or Reply to a Comment in a Case.

Post or Reply to a Case Comment

Follow these steps to post or reply to a Case comment:

1. View the Case summary to post or reply to a Case comment.

2. Do one of the following:

   • Post a new Case comment: View the end of the Comments section to locate the Add a comment... field to write and post a new comment to that Case.

   • Reply to an existing Case comment: Browse through that Case's comment to locate the existing comment to which to reply, and then click the Reply  icon at the bottom of that Case comment. The Add a comment... field displays below that Case comment.
     

3. From the Add a comment field, enter your Case comment. In the commenting editor, optionally you can use Markdown syntax. Use a Markdown syntax quick guide for the most commonly used Markdown syntax. Follow these guidelines:

   • Text styles, including bold, italics, strikethrough, and code styles: Follow Markdown syntax in the commenting editor. Place your cursor between the Markdown syntax, and then write your text to display in that text style. For example, enter four asterisks in the commenting editor: two asterisks to precede your text and two to follow your text since bold-style text in Markdown syntax requires two asterisks both preceding and following text for that style.

   • Tag users in a Case comment: Precede a user's username with the @ symbol to invite that user into the comment thread so that user can participate in the discussion. Upon using the @ symbol and then typing the initial letters of the user to tag, those users that match those initial letters display for selection. After sending the comment with tagged users, those users receive a notification of the comment they were tagged within, and then may select that notification to view that Case comment. Selecting a notification for a tagged comment opens that Case summary that contains the tagged comment. If the tagged user is not a Case participant prior to being tagged in a Case comment, that user becomes a Case participant only for that Case.

4. Do one of the following to post the comment, otherwise, click Cancel to cancel the comment:

   • Click the Comment button if you are posting a new comment.

   • Click the Reply button if you are replying to a comment.

Edit One of Your Case Comments

Case participants may edit their own comments, but not those posted by others.

Follow these steps to edit one of your Case comments:‌

1. View the posted comments for a Case.

2. Locate your posted Case comment to edit.

3. Click the Edit icon on the bottom right of the posted comment. The commenting editor displays at the end of the Comments section with the posted content.

4. Edit your comment using the commenting editor as you did when you posted or replied to a comment.

5. Click the Edit button. The edited comment posts. Otherwise, click Cancel.

   

Delete One of Your Case Comments

Case participants may delete their own comments, but not those posted by others. If the comment being deleted has replies, then its replies are also deleted.

Follow these steps to delete one of your Case comments:‌

1. View the posted comments for a Case.

2. Locate your posted Case comment to delete.

3. Click the Delete icon on the bottom right of the posted comment. The Caution screen displays to confirm the deletion of the Case comment.

   

4. Click Confirm and the comment is deleted from the list of posted comments.

Refresh Comments

Follow these steps to refresh Case comments if any user made a new comment while using the Comments feature:

1. View the posted comments for a Case.

2. On the bottom right of the Comments section, click the Refresh button. New comments or replies from other users display in the Comments panel.