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Cases enable the tracking of specialty processes within the Lifecycle Management Suite. Cases provide a streamlined method of tracking processes such as bankruptcies, foreclosures, and repossessions, and are easily customizable by a System Administrator.

Listed below are the case details and the actions that can be taken while working a case:

• Task Navigation Panel
  • Task Statuses
• Case Task Details
  • Work Task
    • General Task Type
    • Execute Code Task Type
    • Workflow Task Type
    • Screen Task Type
    • Execute Rules Task Type
  • Summary
  • History
  • Attachments
• Creating a Case
  • Creating a Case from the Workspace Toolbar
  • Creating a Case Workflow Step
• Adding Additional Persons and Accounts to Cases
• Opening a Case
• Working a Case
  • Managing the Task Navigation Panel
    • Adding Task Processes
    • Adding Case Tasks
    • Changing Case Status
    • Changing Case Stage
    • Canceling Tasks
  • Viewing Task Instructions
  • Changing a Task Status
  • Posting a Comment
  • Assigning a Task to a Queue
  • Managing Attachments
  • Changing Case Status and Stage
  • Storing Case Data

A case in context is displayed as a Case Tasks tab in the Overview section of the workspace. This tab contains a task navigation panel in the left side of the screen and Case Task Details, organized as tabs in the main area of the screen.

If no task is in context, the main area of the screen displays a "Select a task from the tree to the left" message.

If a task is in context, the main area displays the name of the task and the task details.

Task Navigation Panel

The task navigation panel displays the tasks that have been scheduled to be worked to complete the case. Tasks display in a tree that groups individual tasks into processes which have been assigned to a case type by an administrator. From the task navigation panel, users can open a task, add additional tasks and case processes to the case, and cancel case processes.  

Task Statuses

A Task Status is assigned to a task to indicate the state of the task. There are three states of task statuses: Active, Inactive, and Closed.

• Active: A task that is being worked or scheduled to be worked to complete a case. These tasks must be resolved and closed. There are two active statuses: In Progress and Waiting to Start.

  The task navigation panel only displays tasks that have an active status.

• Inactive: A task that is dependent on the result of an Active task. The only inactive status is Not Started.

  Inactive tasks are not visible to the user. These tasks automatically populate in the task tree when a closed task returns results that activate these tasks.

• Closed: A task that has been resolved. There are three closed statuses: Completed, Canceled, and Will Not Start.

When a case is created, every task in that case type is assigned a Task Status. Users can change task statuses by completing or canceling tasks.

The below foreclosure case process example provides a reference for all the Task Statuses in the Lifecycle Management Suite.

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Case Task Details

When a task is selected from the task tree, it opens in the main area of the case and provides task details grouped into tabs. The task's Work Task, Summary, History, and Attachments details are system defined screens. By default, when opening a task the Work Task tab is displayed.

Work Task

The Work Task screen is used to complete all the work needed for a task. The work task details vary based on Task Type and change when a task changes status types from Active to Closed.

• General

  The General task type provides instructions for users to complete a basic business process such as Seizing Vehicles in an Auto Repossession case.

  

  The status of a general task does not affect the content of the Work Task tab. Instructions are always displayed in the same format.

• Execute Code

  When the Execute Code task type is started, it is automated to run code to accomplish tasks such as evaluating data and interacting with systems outside the Lifecycle Management Suite. If the task is completed, results automatically activate the next task in the case.

  On the Work Task screen, a message is displayed that varies depending on the status of the task:

  • If the code runs successfully and the task is Completed, the work task screen displays a success message.
  • If the code fails and the task is still In Progress, the work task screen displays a message stating "There was an error executing the code. Please complete the task manually." The user has to follow the instructions of the task to complete the task.
  • If the task is Canceled, the work task screen displays a message stating "The task has been canceled."

   

  More information about why the code has failed can be found in the event log. Access the event log by selecting  from the Help drop-down in the Lifecycle Management Suite Ribbon.

• Workflow

  Workflows are predefined step-by-step processes used to perform work on one or more accounts. The Workflow task type provides the ability to run both automated and manual workflows within a case. In the Foreclosure Case Process example, the Reinstate Loan is a workflow task that consists of multiple steps that need to be completed to reinstate a mortgage loan.

  On the Work Task screen, a hyperlinked message displays and varies depending on the status of the Workflow.

  • If the workflow has not been started, "Start the Workflow." displays. Clicking Start opens the workflow in the Work Task screen.

    If no account is in context, clicking Start displays a pop up window containing the related accounts and related cases grid. Account(s) and/or case(s) must be selected to run the workflow.

  • If the workflow is in progress, "The workflow is in progress. Continue the workflow." displays. Clicking Continue opens the workflow to the current workflow step.

  • When a workflow is opened through a workflow task, it displays within the work task screen.

     

  • If the workflow has been completed, "The workflow has completed. View the workflow details." displays. Clicking View opens the Workflow History Detail Screen in a new window.

  When a workflow exists within a task, the following behavior applies:   If the workflow is completed within the task, the task is automatically completed. If the workflow is completed outside the task, such as in the workspace, the task remains open and the user to must complete it. If the workflow is canceled (within or outside the task), the task remains open and the user must complete it.
• Screen

  The Screen task type allows users to view and edit a screen. The Work Task tab displays the Screen that is selected for the task. From within the work task details, users can save, refresh, and print the screen while working on it. Once the task is completed, the screen saves automatically.

  

• Execute Rules

  Execute Rules task type is an automated task that uses business rules to analyze data and start additional tasks automatically. The work task tab for an Execute rule task displays a message to alert the user that the task was executed successfully.

  If the task was not executed successfully, users manually select the result by completing the task.

  

  More information about why the rule(s) failed can be found in the event log. Access the event log by selecting  from the Help drop-down in the Lifecycle Management Suite Ribbon.

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Summary

The summary tab provides an overview of the task. Depending on the task status, the information displayed varies.

Status Type	Details
Active	A task that has a status of In Progress or Waiting to Start is considered active. The summary details of an active task are: Field Description Name Displays the name of the task. Status Displays the current status of the task. Task Type Displays the task type. Assigned Queue Displays the name of the queue in which the task is currently located. Description Displays the description of the task provided by an administrator. Last modified by Displays the name of the most recent user to make modifications to the task. Last modified on Displays the date and time the most recent modifications were made. Started on Displays the start date and time of the task. Expected completion Displays the date and time the task is expected to be completed. Overdue Displays a message based on the expected completion date. If the expected completion date has not passed, No is displayed. If the expected completion date has passed, Yes is displayed.
Closed	A task that has a status of Completed or Canceled is considered closed. The summary details of a closed task are: Field Description Name Displays the name of the task. Status Displays the current status of the task. Task Type Displays the task type. Description Displays the description of the task provided by an administrator. Completed by If applicable, displays the name of the user that completed the task. This field only displays if the task was closed due to completion. Completed on If applicable, displays the date and time the task was completed. This field only displays if the task was closed due to completion. Canceled by If applicable, displays the name of the user that canceled the task. This field only displays if the task was canceled. Canceled on If applicable, displays the date and time the task was canceled. This field only displays if the task was canceled. Results If the task was completed, displays the result(s) of the task.

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History

The history tab tracks the work done at the task level of a case. By default all history types are displayed; however, users can filter the history displayed by selecting and clearing check boxes next to the history types.

• Comment History: Shows the history of all the comments associated to the task.
• Audit History: Shows the history of all field changes made in the task.
• Attachment History: Shows the history of any attachments associated to the task.

The columns displayed on the History screen are:

Column	Description
User	Displays the name of the user that performed the action.
Details	Displays a description of the action.
Date	Displays the date and time of the action.

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Attachments

Attachments are used to provide supporting information to a task. Any document type such as .pdf, .docx, and .xlsx can be attached to the task. Users may attach a document for a number of reasons.

For example, while working a Loan Default Confirmation task in a Foreclosure Case Process, an institution may request users to attach a Loan Payment History directly to the task to display all payments made and the remaining balance of the defaulted loan.

Details about the attachments are displayed on the Attachments screen:

Field	Description
File Name	Displays the name given to the file when it was uploaded.
Description	Displays details for the purpose of the attachment.
Date Created	Displays the date and time the upload was added to the task.
Uploaded By	Displays the name of the user that uploaded the attachment.

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Creating a Case

The Lifecycle Management Suite allows two different ways to create a case on an account. Cases can be created by using the icon or by running the Create Case workflow step.

Creating a Case from the Workspace Toolbar

• Click .
• The Create Case window appears.        
• Enter the Case Title using company defined standards.

  If a Case Title is not provided, the Lifecycle Management Suite will automatically populate the generated Case Number in the Case Title field.

• Select the Case Base Type from the drop-down. Case Base Types are pre-determined by the system administrator.
• Select the Case Type from the drop-down. Case Types in the drop-down are populated depending on the Case Base Type selected.  
• The Accounts tab and Persons tab appears for all Case Base types selected, and depending on the Case Type selected, a Collateral tab may display. On each tab, select the account(s), person(s) and collateral to relate to the case.

  

• When finished entering all of the necessary information, click Create Case to save and create the case.
• The Create Case window closes and a pop up message appears stating the workspace must be refreshed in order for the new case to display. Click Refresh Workspace to refresh the workspace.

  

• The new case then appears and is in context.

  

• The Case Tasks screen loads automatically so the case can be worked, provided the user has appropriate permissions to the screen.

  

Creating a Case Workflow Step

Users can create cases by running the create case workflow step as a part of a workflow. The system administrator can configure the workflow step to be either automated or manual.

• If set to automated: When the workflow step executes, it completes automatically. No manual steps need to be performed. Refresh the workspace to see that the case was created.
• If set to manual: When the workflow step executes, a message appears that allows the user to manually create a new case from within the workflow step.

  

• Clicking the link opens the Create Case window. Follow the steps provided at the beginning of this section to create the case. When finished, a message appears in the workspace indicating the case has been created.

  

• After completing the workflow, refresh the workspace to see that the case was created. The case is in context in the Related Cases grid and the Case Task screen loads automatically.

  All associated collateral is linked to an account when using the automated Create Case workflow step from within an automated or manual workflow.

Adding Additional Persons and Accounts to Cases

Additional persons and accounts can be added to a case after it has been created. To add a person or account to a case, navigate to the Case type screen that contains the Related Person and Related Account panels and click or . The Basic Search window displays.

 

Enter any person or account criteria to use in the search and click . Double-click on the desired result displayed within the Results grid to add the person/account to the case, automatically close the Basic Search window, and return to the workspace.

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Opening a Case

Existing Cases can be accessed through a search or by selecting a case from the Related Cases panel in the workspace.

Opening a Case from the Workspace

• If configured to display in the workspace, click the Related Cases panel. All cases associated with the person display.

  

• Select a case from the grid. The case is now in context and can be worked via screens, workflows, and tools configured for the specific case type.        

  System Administrators can configure a  to display in a column within the Related Accounts panel to alert that an account has an open case associated with it. Hovering over the icon displays the Case Number(s) and Case Type(s), providing immediate access to this information in the workspace.

Opening a Case from a Search

• From the search window, enter any criteria to search for and select the Cases radio button. Click the Search button and the cases appear in the results grid.

  

• Double-click a case in the results grid to open the workspace for which the case is associated. The case is in context (highlighted yellow) in the Related Cases panel and is displayed in the Overview section, ready to be worked, when the workspace is loaded.

  

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Working a Case

A case is worked by resolving all the tasks in the Task Navigation Panel. While working tasks, users can perform actions such as changing the task status, posting comments, and assigning tasks to a case queue.

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Managing the Task Navigation Panel

While working a case users may need to add additional processes and tasks or cancel existing tasks. These actions are performed within the task navigation panel.

• Adding Case Processes

  Users may need to add additional case processes that are not always required to complete a case, but sometimes are necessary. For example, in a foreclosure case a maintenance case process contains such tasks as landscaping and pest control and could be added to the case every month that the property is owned by an institution.

  • To add a case process, click .
  • An Add Case Process box appears. Select the case process that is to be added from the list of available processes.

    

    Available case processes are determined by an administrator when configuring case types.

  • Once a case process is selected, the name populates at the bottom of the screen. This is an editable field.
  • Click OK to add the desired case process. Click Cancel to return to the case without adding an additional process.

  Adding a Case Process to a Closed or Cancelled case results in the case returning to an Open status. When attempting to add a case process to a Closed or Cancelled case, a message informs users "Adding this task process will reopen the case.".

•        
• Adding Case Tasks

  Users may need to add individual case tasks that are not always required to complete a case, but sometimes are necessary. For example, in a foreclosure case, if a property in an institution's possession requires snow removal during the winter, a task can be added to the foreclosure case.

  • To add a case task, click .
  • An Add Task To Case box appears. Select the case task that is to be added from the Task Definition drop-down.

    

    Available case tasks are determined by an administrator when configuring case types.

  • Once a case task is selected, provide a name for the task.
  • Select the radio button to add the new task to an existing case process and select the desired case process from the drop-down or select the radio button to create a new process and name the process.
  • Click OK to add the desired case process. Click Cancel to return to the case without adding an additional process.

  Adding a Task to a Closed or Cancelled case results in the case returning to an Open status. When attempting to add a task to a Closed or Cancelled case, a message informs users "Adding this task will reopen the case."

  Change Status

  Users have the ability to change the status of cases from the task navigation panel.

  • In the task navigation panel, click More, and select Change Status.
  • Complete the New Status and Reason fields.
    
          
  • Click OK.
  • A confirmation message appears.
  • Click Yes to change the status of the case. Click No to return to the case screen without changing the status of the case.

• Change Stage 

• Users have the ability to change a case's stage from the task navigation panel.

  • In the task navigation panel, click More, and select Change Stage.
  • Complete the New Stage field.

    The New Stage field does not show the current stage as an option.

    
    
  • Click OK.
  • A confirmation message appears.
  • Click Yes to change the stage of the case. Click No to return to the case screen without changing the stage of the case. 
•        
• Canceling Tasks

  Users have the ability to cancel an individual task or all open tasks for an entire process from the task navigation panel. This functionality may be used when a user accidentally adds the wrong case process.

  • In the task navigation panel, select the case process or case task that is to be canceled, click More, and select Cancel Task.

    If a user clicks Cancel, without selecting a process or task, an error message informs the user that a task or process must be selected prior to cancelling a task.

  • A confirmation message appears.
  • Click Yes, Cancel Task to cancel the task(s). Click Close to return to the case screen without canceling the task.

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Viewing Task Instructions

Administrators provide instructions for users to reference on how to work a task to completion.

• If instructions have been provided for a task, clicking  displays an instructions pop-up box. If an administrator has not provided instructions for a task the  button is disabled.

• 

  The instructions screen can be expanded to fill the case screen by clicking . Users can display the instruction screen in a new window by clicking .

• To close the Instructions screen click  in the upper right corner, or click OK.

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Changing a Task Status

In the task toolbar, users can close a task by changing the status of a task within the Status drop-down.

The status drop-down contains three options: Complete, Cancel, and Undo. If a status is not available, the option is disabled. For example, if a task has not been canceled or completed, the status change cannot be undone; therefore, the Undo option is disabled.

• Complete

  Completing a task can only be performed if the task is active and the work is completed. By default, the Complete option is the displayed selection from the Status drop-down.

  • To complete a task select from the status drop-down

    If a user attempts to complete a workflow task that has not been worked, a message appears telling the user what must be done in order to complete the task.

  • A message box appears containing one of the following scenarios:
    • If the task can only be completed with no defined results to select, the only option is to complete or cancel the status change.
    • If a task can have only one result, select the radio button next to the desired result. For example, after a vehicle has been seized in a Repossession case an institution can keep the vehicle as payment, reinstate an account holder's loan, or sell the vehicle. Each of these results provides different tasks to be accomplished.                       

      

    • If multiple results can be chosen, select the check box next to the desired results. For example, when confirming a loan has defaulted, a user can selected to freeze the account holder's accounts, provide a notice of default, or do both.                       

      

  • A confirmation message appears. Click OK to complete the task. Click Cancel to return to the task without completing it.

    This confirmation message is bypassed, in certain scenarios: Scenario Bypass Confirmation Dialog? The task does not have defined results Yes The task has one defined result Yes The task has more than one defined result No. The user must select the result

  • After the task is completed, additional tasks populate in the task navigation panel if necessary.                
•        
• Undo

  Undoing a task provides users the ability to undo results of a closed task and work the task again to provide different results.

  • If a task has a closed status, selecting Undo Task allows a user to undo the task and sets the task status to In Progress.
  • A confirmation message appears.

    

    Click OK to undo the task. Click Cancel to return to the task without undoing the current results.

    When a task is undone, all dependent task are also undone and set to Not Started. This happens because the new results of the undone task may produce different tasks that need to be completed.

  • Once a task is undone, a new tab displays in the task called Undo Instructions.

    The undo instructions provide the user details on how to proceed.

     

    Once a user exits the task, the undo instructions tab is no longer available. It is recommended that the undo instructions are printed.

    If a task is undone after dependent tasks have been closed, the undo instructions for all the tasks are displayed.

•        
• Cancel

  Canceling a task can only be performed if the task is active. If a task is not active, canceling a task is disabled. This updates the status of all dependent tasks to Will Not Start.

  • To cancel a task, select Cancel Task from the drop-down.
  • A confirmation message appears

    

  • Click OK to cancel the task. Click Cancel to return to the task without canceling it.

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Posting a Comment

The Post Comment button in the task toolbar allows users to post a comment directly to a case task.

• To post a comment, click .
• A Post Comment box appears.

  

• Insert the comment in the textbox.
• Click OK to save the comment and close the Post Comment box. Click Cancel to return to the task without posting a comment.
• All comments posted to a task can be viewed in the History details tab.

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Assigning a Task to a Queue

Users can assign tasks to Case Queues for reasons such as to escalate a concern or to turn the task over to another department to address an issue with data captured earlier in the case.

• Assign a task to a Case Queue by clicking .
• An Assign to Case Queue box appears containing three required fields.

  

• Select the Queue from the Queue drop-down.
• Select the reason for Queuing the task from the reason drop-down.

  Inactive tasks are not visible to the user. These tasks automatically populate in a ticket when a closed task returns results that activate these tasks.

• Provide additional information about queuing the task.
• Click OK to Queue the task. Click Cancel to return to the task without queuing it.

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Managing Task Attachments

Case task documents can be uploaded, viewed, or deleted from the Attachments tab within a task.

• Upload Document

  • Click  to display the document upload screen.

  • 

  • Click Browse to locate the desired file to upload.

  • Select a file and click Open. The document path is now populated in the Document Upload screen.

  • Enter a description to provide details to users about the upload. The description is displayed in the Attachments tab.
  • Click Upload to upload the document to the task and return to the Attachments tab. Click Cancel to return to the Attachments tab without uploading the document.
         

  View Document:

• • To view an attachment, select a document in the list and click .
  • An Internet Explorer message appears asking to Open, Save, or Cancel viewing the document.

    

    • Open: Selecting Open opens the file based on the file type. For example, a word document attempts to open in Microsoft Word, while a PDF file opens in a Picture Viewer.
    • Save: Selecting Save allows the document to be saved to the user's local files.
    • Cancel: Selecting Cancel cancels the attempt to view the document and returns the user to the Attachments tab.       

  Delete Document:

• • To delete an attached document from a task, select the document and click .
  • A confirmation message appears.
  • Click Yes to delete the document. Click No to return to the Attachments tab without deleting the document.

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Changing Case Status and Stage

While working a case, it is important to maintain the status and stage of the case. The case status can be updated by opening a case screen that has been configured to include the case status button.

Clicking the case status button opens a Change Status pop-up. Select the status from the drop-down and supply a reason for the change in status. When finished, click Change.

Optionally, financial institutions may make use of the case stage that defines what stage or phase the case is in. For example, a repossession case in "Open" status has a stage of "Auction." The case stage provides better visibility to the progress of the case. The case stage can be updated by opening a screen that has been configured to include the case stage button.

Clicking the case stage button opens a Change Stage pop-up. Select the stage from the drop-down and click Change.

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Storing Case Data

A number of fields are included in the database for value capture when creating, working, and linking cases. This replaces the need to create custom fields or rename User-Defined Fields and manually populating them. Business Rule functionality can be employed to set the values of these new fields automatically. The following fields have been added to capture data values and can be found in the field list when creating Screens and Reports:

Field	Data Values
Bankruptcy-Related Fields	Balance At Bankruptcy DQ Amount At Bankruptcy Days DQ At Bankruptcy Late Charges At Bankruptcy Interest Due At Bankruptcy Minor Code At Bankruptcy Collateral Code At Bankruptcy Purpose Code At Bankruptcy Loan Type Code At Bankruptcy
Foreclosure-Related Fields	Balance At Foreclosure DQ Amount At Foreclosure Days DQ At Foreclosure Late Charges At Foreclosure Interest Due At Foreclosure Taxes Due At Foreclosure Escrow Balance At Foreclosure Minor Code At Foreclosure Collateral Code At Foreclosure Purpose Code At Foreclosure Loan Type Code At Foreclosure
Legal-Related Fields	Balance At Legal DQ Amount At Legal Days DQ At Legal Late Charges At Legal Interest Due At Legal
Repossession-Related Fields	Balance At Repo DQ Amount At Repo Days DQ At Repo Late Charges At Repo Interest Due At Repo Minor Code At Repo Collateral Code At Repo Purpose Code At Repo Loan Type Code At Repo

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