Case Types & Steps
Set up the workflow each kind of case follows · its phases, its steps, who owns each one and how long they have.
- Live
- Web dashboard
On the dashboard
See it in action
In Admin Settings > Case Types, an administrator creates a Safeguarding Concern case type that opens automatically from Incident Report submissions, and its editor shows the workflow map of steps plus what needs attention before publishing.
How it works
Full guide in Help · 19 steps →Admin Settings > Case Types, then start a new one.
Good to know
A case type is the workflow a case follows: who picks it up, by when, and who is told if it slips. This one opens a Safeguarding Concern case whenever an Incident Report answers Yes to the safeguarding question.
Without a condition, every submission of that form opens a case. The condition is what makes the trigger narrow enough to be useful — one question on the form, and the answer that should open a case.
What it does
- Build a case type from phases and steps, from approving a form to handing off to an outside party.
- Assign each step to a role or named people, with a deadline.
- Open cases automatically from a form, only when a chosen answer is given.
- Choose who can see, edit or reopen cases of each type.
- Publish a case type when it is ready, or take it back to draft.
- For
- Administrators · Managers
- Works on
- Web dashboard
- Plans
- Every plan
- Released
- 7 Jul 2026
Works with
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