What is a Case?

Understand what a case is and how it is created.

Overview

To enable more effective analysis of business processes, users can now monitor cases. A case is created each time a user starts a process and can have one or more requests. It serves as a logical grouping for related requests within a workflow. For simple processes, one case will consist of just one request. Complex processes built with additional components, such as sub-processes, may generate additional requests for the same case.

This feature enables a more comprehensive understanding of process analytics, especially in complex workflows with sub-processes or additional elements.

Case Creation and Propagation

  • Request Initialization: When a user initiates a request, the system checks if it has an existing case number. If a case number exists, the request associates with that case.

  • Case Assignment: Requests initiated without a case number are automatically assigned one. This case number is propagated to subsequent requests during the execution of the process. A new case is created for any request that was not generated by another request.

  • Sub-Requests: If a request triggers additional requests through subprocesses, data connectors, PM Blocks, or signals to related processes, they will inherit the original case number. This prevents the case counter from counting them separately, as they are logically part of the same workflow.

A case may be started in any of the following ways:

However, a case is not created for the following events:

  • A new case is not generated for a sub-process started from a parent request.

  • A new case is not generated for a request initiated from a data connector or PM Block triggered from a parent request.

  • A new case is not generated for any request initiated from a signal start event triggered by another process.

Watch the following product tour to learn how to start and manage a case.

Configure Case Title

The title of a case can be customized to display relevant information about the case. Watch the following product tour to learn how to configure a case title or click here for more information.

Use Case Examples

Consider a process like Leave of Absence. A case in this context would represent the entire process of requesting, reviewing, and approving one leave of absence. If the process is simple and does not involve any sub-processes or calls to another process, then one case of the process will have just one request in it. On the other hand, if the process calls a sub-process, a single case will encompass two or more requests.

Similarly, for a process like Account Opening, a case would encompass the application, review, and creating new bank account requests. Even if these requests are mapped across multiple process models (e.g., request, review, communication), they share the same case as they pertain to the same applicant and account.

Frequently Asked Questions

How accurate is the case counter? The accuracy of the case counter is ensured through various mechanisms that track any request that is not initiated by another request. Each request is carefully evaluated to maintain accurate case tracking.

Is there a limit to how many subprocesses count towards a case? No, as long as they are all initiated as part of the same parent process.

Why is there an "+Case" button now instead of "+Request"? The "+Case" button replaces "+Request" to better align with the enhanced case tracking feature. The functionality does not change.

Can I limit case consumption for users? No, this limit can't be defined.

How can I trust the data provided? In the Analytics tab, you can view the number of cases used by each process every month. Track the performance of processes to ensure they are used as expected so you can make adjustments as needed in real time. In contract reviews between Customer Success Managers and clients, both sides will be using the same case count so there are no surprises.

How does this change affect the transition from PM3 to PM4? This will not impact transitions from PM3 to PM4.

Why are you introducing Cases in addition to Requests? The case counter feature is aimed at enhancing the analysis of business processes. Tracking cases provides an accurate representation of Platform usage. Clients can see for themselves how much a process is used. By tracking cases in this way, process designers are encouraged to follow best practices, including the use of PM Blocks, sub-processes, and other features that generate additional requests beyond the initial parent request. Clients will not be penalized for having processes that have any number of sub-processes or other elements. What happens if I use more or less than my purchased cases? You will not be penalized or capped for going over the expected number of cases for the year. CSMs will work with clients to fit contracts to the reasonably expected number of cases per month for the length of the upcoming contract terms. Each year - or as needed - CSMs and clients will review past usage and upcoming expected use to adjust for the next contract term.

Who do I contact if I disagree with the case count? If there are disagreements with the case count, please reach out to our support team. They will assist in investigating and resolving any discrepancies to ensure accurate tracking.

Viewing Case Counters

The Case Counter chart is available in the Analytics Dashboard and automatically counts and tracks cases for processes in your organization.

pageConfigure Process General SettingspageStart a CasepageWhat is a Request?

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