   
CAPS™ for case handling is an enterprise-level case-handling application. It
enables groups of people to collaborate efficiently and dynamically manage
tasks, issues and requests, submitted by a user community. Although
originally designed to support helpdesk problems and case handling in
IT-support organizations, it can be easily adapted to handle any workflow
process that can be described in terms of cases, actions, notes, messages
and documents. The CAPS™ for case handling module is built on the CAPS™
framework and can be combined with other CAPS™ applications.
Case components
Requests, issues and tasks are organized into Cases. Cases can be
input manually or automatically via incoming email. Cases can contain an
unlimited number of actions, so that complex issues can be
subdivided into smaller steps. Actions can also be used as a checklist
for tasks within a case. Dependency of actions is supported. Cases and
actions may have unlimited messages, notes and
documents attached. Message can hold text and any type of attached
MIME data (text, sound, pictures, video, documents, spreadsheets, etc.).
Messages can be received through email and stored automatically in the
right case. Additionally, messages can be created manually in the system,
and, if needed, sent by email. Notes are editable text, and documents can
be any type of MIME data. Journals are kept automatically to keep
track of the history of a case. Finally, cases have properties such as a
unique case number, creation specifics, last updated date, a name and
description, a responsible person, case handlers, a priority level and
completion state. They can belong to a predefined category and to an
internal business unit. Cases can be merged and actions can be made into
cases.
Figure 1: List view of cases
Search & View
Powerful search filters can be easily defined and stored to list specific
cases, actions, or other information that is of interest to users in
general, or a specific user. Search buttons are added with one click for
repetitive searches. A search result is listed in the upper part of the
CAPS™ for case handling window, and details of a selected item are shown in the
bottom.
Access Privileges
An individual or group has read/write, read only, or no access to a
particular case or specific case components. A handler can decide to
share or give away a case or action to another individual or group.
Macros
Sequences of steps that have to be repeated over and over again can be
combined into a macro, which automatically executes these steps on an
active object or upon object creation.
Figure 2: Search view
Events, Recurring Events & Notifications
Events are one-time occurrences set against any one object to notify an
individual or group at a certain time or when something changes (e.g., a
cases priority is set to urgent). When the condition is met a system
notification is sent automatically to the specified users. Recurring
events are set against all objects of a certain type. They will be
triggered when an object is created that matches the specified conditions
or if an object enters these conditions. Besides notifying users,
(recurring) events can also automatically execute macros, enabling full
automation of certain processes.
Figure 3: Notifications
Real-Time
Changes are immediately made available throughout the system to other
users with access to the information, and show up automatically in the
views of those who have a pertinent search active.
Real-time Monitoring
Any data stored in any of the attributes in the system can be gathered
and processed statistically. The output may be viewed by an external
application through its COM interface, for example Microsoft® Excel.
With every relevant transaction the viewing application is updated,
resulting in a constant up-to-the-minute managerial view. Managers of
all levels are thus enabled to at any time have a current view of the
state of and the changes in their particular business. Also
up-to-the-minute reports can be generated.
Figure 4: Example of real-time monitoring of a trouble ticket process.
System Requirements
The CAPS™ server is running on Linux® or Windows®, while GUI clients or
front-ends are available for Linux®, Solaris™ and Windows®. A
Web-server front-end is also available. Additionally, reporting of
cases may be done by email or using the CAPS™ Web report tool.
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