Action
The 'Action' box allows free-text entry. The box can be used for recording information about the case, for giving instructions to the person who the case is being assigned to, or for making a note about what has been done.
Assistant
Assistants can act on behalf of their councillors. They are able to view and update all of the information which their councillors can view and update.
The My party page shows which assistant helps which councillors.
Assigned to
The person to whom a case is currently assigned to is the person responsible for taking actions on it. All users are able to reassign cases.
Case
Each case relates to one problem or issue, and can only be assigned to one person at any one time.
Client
A client can be either an individual citizen or an organisation (such as a community group). Cross-party organisations are always visible to all e-Casework users in your authority.
Councillor
Councillors can add and update cases and clients, and close cases. Assistants can do exactly the same as the councillors for whom they work.
Cross-party organisation
Clients of the type 'Cross-party organisation' are visible to all of the e-Casework users in your authority. Once a client has been set to 'Cross-party organisation', this can't be changed.
External system
An external system is one which is not e-Casework. It is used by your authority to store case and/or client information. An example would be Customer Relationship Management (CRM) software.
External system reference
This is the case ID in the external system.
If the external system is web-based and supports this, e-Casework will create a link to the case in that external system for any references entered.
FAQ
FAQ stands for Frequently Asked Question. These are simple queries which often come up, with clear and concise answers.
Keywords
Cases and clients can be tagged with keywords. This allows you to produce lists of cases and clients linked by that keyword - either by using the search, or by clicking on a keyword in a case or client 'Keywords' tab.
Once you start entering a keyword, e-Casework will automatically bring up a list of matching ones, to help you find keywords currently in use.
Officer
Officers cannot add cases or clients, or close cases. They can add references to external systems.
Owned by
Usually, the councillor who added their case is the person who owns it. If the case was added by an assistant, he or she should mark it as 'Owned by' the appropriate councillor.
Raised by
If a client reported a problem or asked a question which resulted in the case being opened, the case is 'Raised by' that client.
Related to
If a client is being complained about or has caused the problem or question which resulted in the case being opened, the case is 'Related to' that client.
Subscribe
If you are subscribed to a case, you receive an e-mail notification each time that case is edited. This e-mail contains a template so that you can update the case by replying.
Template
The e-mail template is a grid with the case information in. This information can be changed and e-mailed back to e-Casework, and the case will be updated.
Unstructured e-mail
An unstructured e-mail is one which does not use the grid format. e-Casework will accept e-mails in any form.
UPRN
UPRN stands for Unique Property Reference Number. This is a nationally unique property reference number which is attached to Lambeth properties in the e-Casework address database.
Visibility
The visibility of a case limits which e-Casework users are able to view and update that case. Cases will never be visible to councillors or assistants outside your party.