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Case Central® Knowledge Base

System Settings

Some administrative settings apply globally to a Case Central® environment, meaning that they will drive the availability and behavior of certain features for all users. They are typically configured initially during implementation, although they may be updated at any time if desired.

These global settings and system preferences include:

  • Case Management Structure

    • Case Categorization - determines how case inventory will be organized and sets up related Intake Forms

    • Case Linking - establishes whether similar cases are to be automatically linked and assignedCase Linking

    • Case Lifecycle Thresholds - set SLA-like timeframes for moving cases through their expected lifecycles

  • Case Investigation Process

    • Checklist Configuration Settings - determine certain aspects of how the Data Compare content type may be used in Investigation Checklists as well as which Checklist data will be available for reporting

    • Resolution States - define the requirements for documenting investigation findings and setting a case to Resolved

    • QA Review System Preferences - enable one-click approval and case auto-resolution upon approval

  • Integrations and Files

  • Communications

    • Global Email Notifications - controls system-generated communications about certain case-related activities and To Do's

    • Submit Help Request – Provides access to a form where users can report issues, request assistance, or submit feedback to support.

  • Global System Preferences

    • Data Masking – controls how sensitive personal information (such as account number, date of birth, and social security number) is displayed on the Case Details screen by masking all but the last four digits, helping protect Personally Identifiable Information (PII).

    • Styles - set the colors used for that particular Case Central® environment

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