# Cases

## Overview <a href="#requests-overview" id="requests-overview"></a>

The main record of the Recovery module is the Case, which encapsulates all the other records into a single, managed record. Although it appears complex, there are very few required fields within this form, meaning users can simply collect the information they know, and leave the rest unfilled.

{% hint style="info" %}
Privacy and Security is extremely important when working with Cases. Ensure that security permissions and consent are observed in sharing personally identifiable information.
{% endhint %}

Cases provide the following features:

* Users adding Cases can nominate a **Case Manager** and **Field Officer** by searching existing users, entering a new requestor or nominating themselves. These officers have special permissions to view and edit Cases that they manage.
* Easy information capture through sections and fields for capturing notes, multimedia, documents and sketches.
* **Contact Details** for the **Primary Contact** and other **Affected Persons** or **Organisations**. The system tracks consent and permission to share with external agencies and provides permissions and fields for additional privacy and security control. Additionally, their attendance at relief centres can also be tracked through integration with the **Relief Registration** register.
* An **Affected Property** can be looked up and attached to the request and associated with an owner or tenant. Additionally, damages to **Private Assets**, **Agriculture**, **Livestock** and **Environmental Health Assessments** and identified hazards can be attached the the property. A **map can be annotated** to show the property. Attaching a Property is optional, to allow you to record impacts to assets where the owner or occupier information is not yet known, or in the instance of assisting persons who may be homeless.
* **Initial Impact Assessment** (IIA) data can be processed using the Assessments register.
* **Infrastructure** damage (such as damage to public assets, roads or bridges) can be associated with a Case, or managed as a standalone record
* Various workflow fields allow for **prioritising**, **assigning**, setting of **due dates** and **tagging** to aid in management.
* Ability to create **Needs & Tasks** to help meet an Applicant's Recovery needs and to **refer Cases** to external agencies with security policies for access levels.
* **Financial tracking** of damages and impacts to property
* Assignment and management of Cases can be handled by **Recovery Coordinators** or **Recovery Managers**
* Users with permission to send the contents of the Case can create a **Communication Message** with Persons as recipients
* Detailed Case Files can be generated using the **Correspondence** functions. Using the consent and information sharing policies to observe security and privacy, Case Files can help for example to provide evidence in legal or insurance claims.

<div align="center"><figure><img src="https://lh7-rt.googleusercontent.com/slidesz/AGV_vUf2V2458UzancjJvU6fvNCPFMFKdhfDNC7cjemX2t9Vbu--_tkzqfheadX0elMkAQ-v6Cr_cDBgcBtGezp9zkyYzD6DrB8gVFrWMwJqqnnxj4WsxTPJyvwVwi31RgR_I4jBnr1Inw=s2048?key=RmtGLVsw66vvKXaVCkbvoMVi" alt=""><figcaption><p>The Case record acts as flexible container for case management of multiple assessments</p></figcaption></figure></div>

### Sub-Items

The following information can be recorded as sub-items in relevant sections of the Case record.

Access to each of the listed registers is based on your system's configuration and license.

<table><thead><tr><th width="186">Register</th><th>Uses</th></tr></thead><tbody><tr><td><a href="persons">Persons</a></td><td>For managing contact information of affected persons</td></tr><tr><td><a href="needs-and-tasks">Needs &#x26; Tasks</a></td><td>For recording the recovery needs and followup tasks for the Case</td></tr><tr><td><a href="private-assets">Private Assets</a></td><td>For recording details and evidence of impacted assets of the case/property</td></tr><tr><td><a href="infrastructure">Infrastructure</a></td><td>Track and manage infrastructure such as roads, culverts, signs and facilities that have been affected by disasters<br>Can be added to Cases or standalone</td></tr><tr><td><a href="livestock">Livestock</a></td><td>For recording impacted livestock</td></tr><tr><td><a href="environmental-health">Environmental Health</a></td><td>For recording detailed environmental health assessments of the property</td></tr><tr><td><a href="agriculture">Agriculture</a></td><td>For recording impacted agriculture</td></tr></tbody></table>

### Access <a href="#requests-usingrequests" id="requests-usingrequests"></a>

To access Cases:

* Cases must be [enabled for the event](https://docs.cw.crisisworks.com/system-administration/managing-events).
* [Go on duty](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/working-with-events#setting-your-duties-for-events) with an appropriate role such as a Recovery Officer or Recovery Manager. If you can't access it you may need to ask your administrator to check your permissions.

Locate the *Cases* register under **Recovery** > **Cases** in the menu.

<div align="center"><figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2F8UCy4nG1EFVVnvrOpTaD%2Fimage.png?alt=media&#x26;token=4188b87b-a428-4d49-97e4-f404c74d7f28" alt="" width="375"><figcaption><p>Location of the Cases register in the Recovery module</p></figcaption></figure></div>

### Setup and Configuration <a href="#setup-and-configuration" id="setup-and-configuration"></a>

To enable Cases, an Administrator needs to:

1. [Add the Resources register to the Event](https://docs.cw.crisisworks.com/system-administration/managing-events#positions)
2. [Add the appropriate Positions to the Event](https://docs.cw.crisisworks.com/system-administration/managing-events#positions). All Recovery positions support Cases to some degree. In addition [security policies](#security-policies) for Cases can be assigned to any position.

#### **Security Policies**

Refer to: [Positions: Security Policies​](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/positions#security-policies)

<details>

<summary><strong>Security Policy explanations</strong></summary>

The following security policies apply to Cases:

<table data-header-hidden><thead><tr><th width="268.61328125">Security Policy</th><th>Use</th></tr></thead><tbody><tr><td>Recovery Case Core - Change Status Basic Access</td><td>Basic access to change the status for items in the register. Requires a Write policy to be selected.</td></tr><tr><td>Recovery Case Core - Create</td><td>Create a new items for register</td></tr><tr><td>Recovery Case Core - Read Only Assigned</td><td>Read Only access to assigned items for the register</td></tr><tr><td>Recovery Case Core - Read Only Full</td><td>Read Only access to all items for the register</td></tr><tr><td>Recovery Case Core - Read Write Assigned</td><td>Read Write access to assigned items for the register</td></tr><tr><td>Recovery Case Core - Read Write Full</td><td>Read read &#x26; write full access to register</td></tr><tr><td>Recovery Case Core - Read Write Own</td><td>Read Write own items for register</td></tr><tr><td>Recovery Case Optional - Assign Items</td><td>Assign Items for register.</td></tr><tr><td>Recovery Case Optional - Bypass state machine</td><td>Bypass state machine for register. Requires a Write policy to be selected.</td></tr><tr><td>Recovery Case Optional - Change Classification</td><td>Change System Classifications for register. Requires a Write policy to be selected.</td></tr><tr><td>Recovery Case Optional - Change special readonly (immutable) fields</td><td>Can change fields that have been configured to be readonly (immutable) once set. Requires a Write policy to be selected.</td></tr><tr><td>Recovery Case Optional - Change Status Full Access</td><td>Change Status Full Access for register. Requires a Write policy to be selected.</td></tr><tr><td>Recovery Case Optional - Item Bulk Create Access</td><td>Bulk Create Items for register. Requires the Create policy to be selected.</td></tr><tr><td>Recovery Case Optional - Item Bulk Edit Access</td><td>Bulk Edit Access for register. Requires a Write policy to be selected.</td></tr><tr><td>Recovery Case Optional - Item Change Event</td><td>Change Event for items in register. Requires a Write policy to be selected.</td></tr><tr><td>Recovery Case Optional - Item Import</td><td>Import items for register. Requires a Write policy to be selected.</td></tr><tr><td>Recovery Case Optional - Merge Items</td><td>Merge Items for register. Requires the Create policy to be selected.</td></tr><tr><td>Recovery Case Optional - Report Access</td><td>Report Access for register.</td></tr></tbody></table>

</details>

## Finding Cases <a href="#information-editinganexistinginformationitem" id="information-editinganexistinginformationitem"></a>

{% content-ref url="../../concepts-and-fundamentals/on-a-computer/searching-filtering-and-querying-registers" %}
[searching-filtering-and-querying-registers](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/searching-filtering-and-querying-registers)
{% endcontent-ref %}

The register includes a number of features to assist in finding Cases:

* [Datagrid](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid#data-grid-view) view
* [Map](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid#map-view) view
* Filters including workflow, A\&TSI, applicant sharing consent, property damage, priority, saved searches, assignments, classifications and tags
* Combination filters and search by most fields including property type

Links to Cases can also be found in Sub-Items such as Affected Persons, Relief Registrations etc.

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2F4jYmff9tMkZUAbpbHw6M%2Fimage.png?alt=media&#x26;token=6fcb6ebd-7d31-4616-8a33-bcb2bfae0237" alt=""><figcaption><p>Sample Cases register Datagrid</p></figcaption></figure>

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FPq73mF8uBX9LLtDdrFyi%2Fimage.png?alt=media&#x26;token=cbb4fbe5-8fbc-4c5a-9cb6-0fee3e888773" alt=""><figcaption><p>A sample Cases register map view with item summary</p></figcaption></figure>

#### Filtering <a href="#filtering" id="filtering"></a>

Filters help make management easier by focusing on specific groups of items on the datagrid.

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FxSHJ5Phm98kSiPxstJL7%2Fimage.png?alt=media&#x26;token=e5d24fd6-c7aa-48c3-9bed-1b8f5198abb9" alt="" width="134"><figcaption><p>Cases filter menu</p></figcaption></figure>

<details>

<summary>Filter menu explanations</summary>

The following lists some of the filters and how to use them.

```
```

For CQL queries and field definitions consult the [CQL Reference](https://docs.cw.crisisworks.com/security-and-support/technical-reference/cql-reference).

<table><thead><tr><th width="156.73828125">Filter Group</th><th width="128">Filter/s</th><th width="278.0625">CQL</th><th>Use</th></tr></thead><tbody><tr><td>Main</td><td><br></td><td></td><td></td></tr><tr><td></td><td>Active</td><td><code>is:active</code></td><td>Finds all Cases with a positive Status code</td></tr><tr><td></td><td>Recently Updated</td><td><code>is:active dateUpdated:>today-5d</code></td><td>Finds all Casesupdated in the last 5 days</td></tr><tr><td></td><td>All</td><td><code>is:any</code></td><td>Finds all Cases</td></tr><tr><td>Custom</td><td>[List is based on your system configuration]*</td><td></td><td></td></tr><tr><td></td><td>ATSI Cultural Specific Support</td><td><code>applicant:(ATSICulturalSupport:[yes,potentially]) OR relatedContacts:(ATSICulturalSupport:[yes,potentially])</code></td><td>Finds Cases containing related Contacts with ATSI cultural support requirements</td></tr><tr><td></td><td>Sharing Level - Not Yet Asked</td><td><code>sharingLevel:notYetAsked</code></td><td>Identifies Cases where consent has not been requested to share details</td></tr><tr><td></td><td>Urgent Priority</td><td><code>priority:4</code></td><td>Finds all Cases marked as Urgent</td></tr><tr><td></td><td>High Priority</td><td><code>priority:3</code></td><td>Finds all Cases marked as High Priority</td></tr><tr><td></td><td>No Applicants</td><td><code>is:active applicant:none</code></td><td>Identifies Active Cases without a related Contact</td></tr><tr><td></td><td>Major - Damage Primary Residence</td><td><code>is:active AND (privateAssets:(primaryPlaceOfResidence:true AND is:active AND buildingDamage:[4,3,2])) OR (recoveryEnvironmentalHealth:(is:active AND (waterOnsite:no OR isSepticAndEffluentLinesOperational:no OR hazardousChemicals:yes OR isPotentialHazardsPresent:yes OR electricityOnsite:no)))</code></td><td>Identifies Cases where there is major damage to the primary residence</td></tr><tr><td></td><td>My Inspections Required</td><td><code>status:INSPECT assigned:@me</code></td><td>Finds Cases with a Status of Inspect that are assigned to you</td></tr><tr><td>Property Damage</td><td>Damage Requires Inspection</td><td><code>propertyDamage:unsure</code></td><td>Identifies Cases where the Damage is possible and requires inspection/follow up flag is set</td></tr><tr><td>Primary Contact's Relationship to Property</td><td>[List is based on your system configuration]*</td><td><code>is:active relationshipToProperty:</code></td><td>Finds cases witha relationship to property match</td></tr><tr><td>Referral Source</td><td>[List is based on your system configuration]*</td><td><code>is:active referralSource:</code></td><td></td></tr><tr><td>Classification</td><td>[List is based on your system configuration]*</td><td><code>is:active systemClassification:</code></td><td></td></tr><tr><td>Region</td><td></td><td></td><td></td></tr><tr><td></td><td>No Region</td><td><code>is:active region:none</code></td><td>Finds all Assessments with no Region set</td></tr><tr><td></td><td>[List is based on your system configuration]*</td><td><code>is:active region:</code></td><td></td></tr><tr><td>Workflow</td><td></td><td></td><td></td></tr><tr><td></td><td>Inspection Required</td><td><code>status:inspect</code></td><td></td></tr><tr><td></td><td>New</td><td><code>status:new</code></td><td></td></tr><tr><td></td><td>No Action Required</td><td><code>status:open_no_action</code></td><td></td></tr><tr><td></td><td>Open</td><td><code>status:open</code></td><td></td></tr><tr><td></td><td>Reopen</td><td><code>status:reopen</code></td><td></td></tr><tr><td></td><td>Resolved</td><td><code>status:resolved</code></td><td></td></tr><tr><td></td><td>Review</td><td><code>status:review</code></td><td></td></tr><tr><td>Active tags</td><td></td><td><code>is:active #</code></td><td><p>Any tags in use.</p><p>Refer to: tags</p></td></tr><tr><td>Assignments</td><td></td><td></td><td></td></tr><tr><td></td><td>Unassigned</td><td><code>is:active assigned:none</code></td><td>Finds all Cases not assigned to any Position</td></tr><tr><td></td><td>[List is based on your system configuration]*</td><td></td><td></td></tr></tbody></table>

\* May vary based on your system configuration

</details>

#### Querying <a href="#querying" id="querying"></a>

CQL searches can be performed via either the Filter menu or Search bar.

The following provides some sample searches for users. For a list of available fields, consult the [Contacts Data Dictionary](https://docs.cw.crisisworks.com/modules/recovery/broken-reference).

<details>

<summary>Query examples</summary>

#### Assigned to

* `assigned:value` Filter on a specific value of `assigned`
* `has:assigned` Filter records where `assigned` is set to any value
* `hasnt:assigned` Filter records where `assigned` is not set

#### Case Officer <a href="#assignee-assigned-via-case-officer-assignment" id="assignee-assigned-via-case-officer-assignment"></a>

* `assignee:value` Filter on a specific value of `assignee`
* `has:assignee` Filter records where `assignee` is set to any value
* `hasnt:assignee` Filter records where `assignee` is not set

#### Field Officer <a href="#fieldofficer-assigned-via-field-officer-assignment" id="fieldofficer-assigned-via-field-officer-assignment"></a>

* `fieldofficer:value` Filter on a specific value of `fieldofficer`
* `has:fieldofficer` Filter records where `fieldofficer` is set to any value
* `hasnt:fieldofficer` Filter records where `fieldofficer` is not set

#### Sharing Level <a href="#agriculture-related-to-agriculture-related" id="agriculture-related-to-agriculture-related"></a>

This field has a defined set of values: `notYetAsked` ,`none` ,`full`

* `sharinglevel:value` Filter records with `sharinglevel` set to `value`
* `sharinglevel:[value1,value2]` Filter records with `sharinglevel` set to any specified value
* `has:sharinglevel` Filter records where `sharinglevel` is set to any value
* `hasnt:sharinglevel` Filter records where `sharinglevel` is not set

#### Applicant is Known <a href="#agriculture-related-to-agriculture-related" id="agriculture-related-to-agriculture-related"></a>

* `isapplicantknown:value` Filter records with `isapplicantknown` set to `value`
* `isapplicantknown:[value1,value2]` Filter records with `isapplicantknown` set to any specified value
* `has:isapplicantknown` Filter records where `isapplicantknown` is set to any value
* `hasnt:isapplicantknown` Filter records where `isapplicantknown` is not set

This field has a defined set of values:

* `unknown` The affected person(s) are unknown
* `known` The affected person(s) or organisation are known

#### Persons <a href="#applicant-related-to-persons-related" id="applicant-related-to-persons-related"></a>

* `applicant:(id:123)` Search the related record by related record ID `123`
* `applicant:(field1:value field2:value2)` Search the related record using a nested set of filters
* `has:applicant` Filter records where `applicant` is set to any value
* `hasnt:applicant` Filter records where `applicant` is not set

#### ATSI Origin <a href="#atsiorigin-search-the-contents-of-atsiorigin-enum" id="atsiorigin-search-the-contents-of-atsiorigin-enum"></a>

This field has a defined set of values: `yes` , `no` , `preferNotToSay` and `notYetAsked`

* `atsiorigin:value` Filter records with `atsiorigin` set to `value`
* `atsiorigin:[value1,value2]` Filter records with `atsiorigin` set to any specified value
* `has:atsiorigin` Filter records where `atsiorigin` is set to any value
* `hasnt:atsiorigin` Filter records where `atsiorigin` is not set

#### Relationship to Property

* `relationshiptoproperty:value` Filter records with `relationshiptoproperty` set to `value`
* `relationshiptoproperty:[value1,value2]` Filter records with `relationshiptoproperty` set to any specified value
* `has:relationshiptoproperty` Filter records where `relationshiptoproperty` is set to any value
* `hasnt:relationshiptoproperty` Filter records where `relationshiptoproperty` is not set

#### Private Assets <a href="#asset-the-related-asset-code-or-id-id" id="asset-the-related-asset-code-or-id-id"></a>

* `privateassets:(id:123)` Search the related record by related record ID `123`
* `privateassets:(field1:value field2:value2)` Search the related record using a nested set of filters
* `has:privateassets` Filter records where `privateassets` is set to any value
* `hasnt:privateassets` Filter records where `privateassets` is not set

#### Property Use

The following queries check whether or not the following property use boxes are ticked.

**Accommodation**

* `propertyuseaccommodation:true`
* `propertyuseaccommodation:false`

**Community**

* `propertyusecommunity:true`
* `propertyusecommunity:false`

**Farm**

* `propertyusefarm:true`
* `propertyusefarm:false`

**Government**

* `propertyusegovernment:true`
* `propertyusegovernment:false`

**Infrastructure**

* `propertyuseinfrastructure:true`
* `propertyuseinfrastructure:false`

**Residential**

* `propertyuseother:true`
* `propertyuseother:false`

**Residential (Primary)**

* `propertyuseresidentialprimary:true`
* `propertyuseresidentialprimary:false`

**Residential (Secondary)**

* `propertyuseresidentialsecondary:true`
* `propertyuseresidentialsecondary:false`

**Residential (Unclassified)**

* `propertyuseresidentialunclassified:true`
* `propertyuseresidentialunclassified:false`

**Vacant**

* `propertyusevacant:true`
* `propertyusevacant:false`

**Other**

* `propertyuseother:true`
* `propertyuseother:false`

#### Property Insured <a href="#asset-the-related-asset-code-or-id-id" id="asset-the-related-asset-code-or-id-id"></a>

This field has a defined set of values: `no` ,`yes` ,`unknown`

* `propertyinsured:value` Filter records with `propertyinsured` set to `value`
* `propertyinsured:[value1,value2]` Filter records with `propertyinsured` set to any specified value
* `has:propertyinsured` Filter records where `propertyinsured` is set to any value
* `hasnt:propertyinsured` Filter records where `propertyinsured` is not set

#### Property Damage <a href="#propertydamage-search-the-contents-of-propertydamage-enum" id="propertydamage-search-the-contents-of-propertydamage-enum"></a>

This field has a defined set of values: `no` ,`unsure` ,`yes`

* `propertydamage:value` Filter records with `propertydamage` set to `value`
* `propertydamage:[value1,value2]` Filter records with `propertydamage` set to any specified value
* `has:propertydamage` Filter records where `propertydamage` is set to any value
* `hasnt:propertydamage` Filter records where `propertydamage` is not set

#### Agriculture <a href="#agriculture-related-to-agriculture-related" id="agriculture-related-to-agriculture-related"></a>

* `agriculture:(id:123)` Search the related record by related record ID `123`
* `agriculture:(field1:value field2:value2)` Search the related record using a nested set of filters
* `has:agriculture` Filter records where `agriculture` is set to any value
* `hasnt:agriculture` Filter records where `agriculture` is not set

#### Livestock

* `livestock:(id:123)` Search the related record by related record ID `123`
* `livestock:(field1:value field2:value2)` Search the related record using a nested set of filters
* `has:livestock` Filter records where `livestock` is set to any value
* `hasnt:livestock` Filter records where `livestock` is not set

#### Environmental Health

* `recoveryenvironmentalhealth:(id:123)` Search the related record by related record ID `123`
* `recoveryenvironmentalhealth:(field1:value field2:value2)` Search the related record using a nested set of filters
* `has:recoveryenvironmentalhealth` Filter records where `recoveryenvironmentalhealth` is set to any value
* `hasnt:recoveryenvironmentalhealth` Filter records where `recoveryenvironmentalhealth` is not set

#### Assessments

* `relatedassessmentswithsameasset:(id:123)` Search the related record by related record ID `123`
* `relatedassessmentswithsameasset:(field1:value field2:value2)` Search the related record using a nested set of filters
* `has:relatedassessmentswithsameasset` Filter records where `relatedassessmentswithsameasset` is set to any value
* `hasnt:relatedassessmentswithsameasset` Filter records where `relatedassessmentswithsameasset` is not set

#### Relief Registrations

* `relatedreliefregistrations:(id:123)` Search the related record by related record ID `123`
* `relatedreliefregistrations:(field1:value field2:value2)` Search the related record using a nested set of filters
* `has:relatedreliefregistrations` Filter records where `relatedreliefregistrations` is set to any value
* `hasnt:relatedreliefregistrations` Filter records where `relatedreliefregistrations` is not set

#### Needs & Tasks

* `tasks:(id:123)` Search the related record by related record ID `123`
* `tasks:(field1:value field2:value2)` Search the related record using a nested set of filters
* `has:tasks` Filter records where `tasks` is set to any value
* `hasnt:tasks` Filter records where `tasks` is not set

#### Case Documents

* `has:casedocuments` Filter records where `casedocuments` is set to any value
* `hasnt:casedocuments` Filter records where `casedocuments` is not set

#### Referral Date

* `referraldate:<now-30d` Is less than 30 days from now
* `referraldate:2026-12-31` Is the date `2026-12-31`
* `referraldate:<2026-12-31` Is earlier than the date `2026-12-31`
* `referraldate:>2026-01-01 AND referraldate:<2026-12-31` Is in the year `2026`
* `referraldate:<"2026-12-31 12:31:00"` Is before `2026-12-31 12:31:00` (your local timezone)
* `has:referraldate` Filter records where `referraldate` is set to any value
* `hasnt:referraldate` Filter records where `referraldate` is not set

#### Referral Source

* `referralsource:value` Filter records with `referralsource` set to `value`
* `referralsource:[value1,value2]` Filter records with `referralsource` set to any specified value
* `has:referralsource` Filter records where `referralsource` is set to any value
* `hasnt:referralsource` Filter records where `referralsource` is not set

#### Region

* `region:value` Filter records with `region` set to `value`
* `region:[value1,value2]` Filter records with `region` set to any specified value
* `has:region` Filter records where `region` is set to any value
* `hasnt:region` Filter records where `region` is not set

</details>

## Viewing Cases <a href="#information-editinganexistinginformationitem" id="information-editinganexistinginformationitem"></a>

{% content-ref url="../../concepts-and-fundamentals/on-a-computer/using-the-datagrid/viewing-items" %}
[viewing-items](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/viewing-items)
{% endcontent-ref %}

Open and view a case, the form is long and have multiple sections so when working with specific attributes (such as persons or damage), it can be useful to collapse sections that you don't need to work with.

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FH4PZjS6B2f6SOiOl0lAh%2Fimage.png?alt=media&#x26;token=07afedf0-e207-47ca-ae7e-59b0926b295c" alt=""><figcaption><p>Sample Case record with sections</p></figcaption></figure>

As each section is completed, new fields and options will become available.

The Contacts, Property Damage, Needs & Tasks and other sub-items can be opened and viewed in detail using the View button.

## Case Settings

{% hint style="info" %}
The Case form is lengthy, however it is not necessary to complete it in one sitting. It is designed to have information added progressively as it comes to hand. This can be completed section by section as different recovery processes are initiated.
{% endhint %}

Cases are divided into the following sections (sections may or may not appear depending on what information is entered, your permissions level, and what mode you're viewing):

| Left Column                             | Right Column                                    |
| --------------------------------------- | ----------------------------------------------- |
| [Record Notes](#record-notes)           | [Workflow](#workflow)                           |
| [Affected Persons](#affected-persons)   | [Related Items](#related-items)                 |
| [Impacted Property](#impacted-property) | [Hazard Status](#hazard-status)                 |
| [Property Damage](#property-damage)     | [Classification](#classification)               |
| [Needs and Tasks](#needs-and-tasks)     | [Administrative](#requests-assigningarequest-7) |
| [Other Information](#other-information) | [Correspondence](#correspondence)               |
| [Communication](#communication)         | [Activity](#activity)                           |

The form is in an interactive questionnaire format, making it easy for Case and Field officers to complete even on a mobile device or iPad.

Broadly speaking, the following steps are made based on key case considerations:

1. Are any contacts known? If so, complete the Contacts section
2. Is there an affected property? If so, then complete the Impacted Property section including any property damage.
3. Are any follow-up services or tasks required? If so, then add Needs & Tasks
4. Update the record

The system caters for various scenarios including the following:

* Homeless or displaced people where there is no property to record
* Visitors from another region
* Properties that are owner occupied or tenanted
* Impacted or damaged businesses and their owner or manager details
* Damaged property that is vacant or for which the owners or occupiers are not known
* Visitors to evacuation or relief centres who have long term recovery needs
* Affected owners who don't live at the address
* Damaged property or infrastructure which is declared hazardous

### Record Notes

When editing, you can record notes as you make changes which will appear in the Activity log.

See [Recording Notes](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#recording-notes)

### Affected Person(s)

This section attaches [Persons](https://docs.cw.crisisworks.com/modules/recovery/persons) to a Case.

If you know any affected people or organisations associated with the case, you should add their details starting with the applicant.

#### Add persons and organisations to the case <a href="#recovery-people-and-property-ifyoudonotknowanycontacts" id="recovery-people-and-property-ifyoudonotknowanycontacts"></a>

If you don't know who the Case contact is (for example, if you are adding the case via a field inspection or initial impact assessment) leave the default setting to *The affected person(s) are unknown*. The [No Applicants counter](#information-editinganexistinginformationitem) helps track cases without applicants.

<div align="center"><figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FWDZc8T73HCBNrGTMBeQa%2Fimage.png?alt=media&#x26;token=ccc26f1f-ac8d-47ed-a2de-c03a7b2b3ef5" alt="Add persons and organisation to this case" width="563"><figcaption><p>Add persons section</p></figcaption></figure></div>

If you have a contact Person for the Case select *The affected person(s) are known.*

When selected a series of sub-forms appear.

#### Consent to share personal information

This setting records consent status and provides three options.

Consent statuses are colour coded. The box at the top of the Case indicates its current consent status by colour.

<div align="center"><figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FGY0x90hvNMu5NQunmcxO%2Fimage.png?alt=media&#x26;token=48cc4e89-2f74-4682-9505-601321169675" alt="" width="563"><figcaption><p>Consent section</p></figcaption></figure></div>

{% hint style="info" %}
Only share information with other agencies if there is a green consent box
{% endhint %}

<table><thead><tr><th width="266">Option</th><th>Consent message</th><th>Consent box colour</th></tr></thead><tbody><tr><td><em>Primary contact(s) have not yet been asked (Default)</em></td><td>Please let the person know that the information they share will be recorded and shared with the appropriate agencies.</td><td>Orange</td></tr><tr><td><em>Do not share my details</em></td><td>Primary Contact does not consent to sharing information</td><td>Red</td></tr><tr><td><em>Share my full details with other agencies for use in recovery</em></td><td>Primary Contact consents to sharing information</td><td>Green</td></tr></tbody></table>

#### Aboriginal or Torres Strait Islander question

For assisting in the provision of cultural support you must specify if any of the group is of Aboriginal or Torres Strait Islander origin. If yes, this question will be asked for each individual in the case with an additional question asking if 'culturally specific support' is needed. If the response is yes, a reminder will appear to '*Please add a Need/Task record to manage it'* prompting you to add a [Need/Task](https://docs.cw.crisisworks.com/modules/recovery/needs-and-tasks) for the case using the 'A\&TSI Specific Referral' category for assignment to the responsible external agency.

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2Fx1mXrHKDcpyzocmt7ZjF%2Fimage.png?alt=media&#x26;token=c2c1b34d-7603-4800-8081-5e79b27781ee" alt="" width="563"><figcaption><p>Aborignal or Torres Strait Islander question</p></figcaption></figure>

#### Specify the Primary Contact(s)

This section stores one or more [Persons](https://docs.cw.crisisworks.com/modules/recovery/persons) designated as **primary contact(s)** in the Case. These are the ones that the Case Officer speaks with first about the Case.

You can add multiple primary contacts to the case if needed by clicking the **Add Another** button directly under the applicant form.

<div align="center"><figure><img src="https://datalink.atlassian.net/wiki/download/thumbnails/103126530/Screen%20Shot%202020-07-27%20at%204.42.56%20pm.png?version=1&#x26;modificationDate=1595832224338&#x26;cacheVersion=1&#x26;api=v2&#x26;width=600&#x26;height=608" alt="" width="375"><figcaption><p>Affected Persons section</p></figcaption></figure></div>

When completing the Persons sub-form:

1. You may **Search** for existing primary contacts — this searches only the current event, and allows you to avoid duplicates.
2. Use the **Contact Type** to classify them as an individual or businesses
3. Enter optional Contact information (these appear in guided questionnaire format) including the **Family Name**; **Given names**; **Age**; **Gender**; **Primary Phone**; **Mobile Phone**, **Email**; **Language (if translator is required)**; **Born in Australia?**; **Identify as having a disability?**
4. If they are attending a relief centre, check the *Attending Relief Centre* box, and then select the **Relief Centre** from the list provided (these options are managed by an administrator using the Recovery: Relief Centres [Lookup](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/lookups)).
5. If they are living in a temporary address as a result of displacement, check the *Has been displaced to a temporary address* checkbox, and then enter their **Temporary Address** in the fields provided.
6. Nominate their preferred postal address in the **Where can we send postal communication?** section:
   1. *Use address of property in this case* — this will use the case's primary property address which will be entered later
   2. *Use temporary address* — if the primary contact is using a temporary address, this will use the temporary address
   3. *Specify other address* — allows another address to be specified
7. Nominate their **Preferred method of contact**

#### Add related persons and organisations

This section records additional related persons and organisations. It is similar to the primary contact with some small differents, notably the Relationship to primary contact.

Use the **Add** (or **Add Another**) button to add as many as require&#x64;**.**

#### **Relationship to primary contact**

If the primary contact represents a family, then affected family members can be entered here. If the primary contact is a business owner, their affected staff or customers may be entered.

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2Ff6w507x8xIiCABodxQGn%2Fimage.png?alt=media&#x26;token=83c645c6-4acf-4412-83f1-df6bbc43e712" alt=""><figcaption><p>Related persons section</p></figcaption></figure>

### Impacted Property

This section records any affected properties involved in the Case.

Many cases will have affected (or possibly affected) properties.

For example, any primary contact with a property within the municipality should have their property recorded. Visitors to the municipality are an example of a case that will not have an affected property.

#### If there is no affected property <a href="#recovery-people-and-property-ifthereisnoaffectedproperty" id="recovery-people-and-property-ifthereisnoaffectedproperty"></a>

If there is no affected property, you can skip the entire section.

<div align="center"><figure><img src="https://datalink.atlassian.net/wiki/download/thumbnails/103126530/affected%20property.png?version=2&#x26;modificationDate=1542342270276&#x26;cacheVersion=1&#x26;api=v2&#x26;width=600&#x26;height=126" alt="" width="563"><figcaption><p>Adding property to a case</p></figcaption></figure></div>

#### If there is an affected property <a href="#recovery-people-and-property-ifthereisanaffectedproperty" id="recovery-people-and-property-ifthereisanaffectedproperty"></a>

If you specify **Add a property within the municipality**, then a subform will appear with additional options for the property.

1. Enter the property's **Address.** This will look up your local property database and will match the asset database, and confirm the location of the property on a map.
2. Specify the **Property Use** by ticking on the appropriate checkboxe&#x73;**.** You can select multiple property uses for the property if needed.

   If you click on the **Residential** Property Use checkbox, three additional checkboxes will appear: **Residential - Primary**, **Residential - Secondary** and **Residential - Unclassified**. If you click on the **Residential** checkbox and don't choose one of these options, **Residential - Unclassified** will be automatically selected on save of the case.
3. Specify the **Primary Contact's Relationship** to the property (these options are managed by an administrator using the Recovery: Applicant’s relationship to property [Lookup](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/lookups)).&#x20;
4. If required, enter any additional **Property Details** to aid in identifying the property and its purpose. This is useful for farming and business cases.

<div align="center"><figure><img src="https://datalink.atlassian.net/wiki/download/thumbnails/103126530/Screen%20Shot%202020-04-29%20at%205.05.51%20pm.png?version=1&#x26;modificationDate=1588143977306&#x26;cacheVersion=1&#x26;api=v2&#x26;width=600&#x26;height=633" alt="" width="375"><figcaption><p>Add property section</p></figcaption></figure></div>

### Property Damage

If you added a property, you can now define any property damage in the **Is any property, buildings or private assets damaged?** field.

<div align="center"><figure><img src="https://datalink.atlassian.net/wiki/download/thumbnails/103126530/property%20damage.png?version=1&#x26;modificationDate=1542342438442&#x26;cacheVersion=1&#x26;api=v2&#x26;width=600&#x26;height=126" alt=""><figcaption><p>Property Damage section</p></figcaption></figure></div>

If there is no property damage, then you can answer **No** and skip this section.

If damage is known, select **Damage has been confirmed**.

In some cases, you may not know whether there is any property damage, for example when entering cases from a relief centre. If this is the case, select **Damage is possible and requires inspection/followup.** This activates the inspection workflow counter that guides post-impact assessment teams to coordinate field inspections to determine the damage.

The following sections will only appear if you specify **Damage has been confirmed**.

If you know the applicant's insurance details, you can specify in the **Is the property insured?** and **Insurance Details** fields.

#### Affected Private Assets <a href="#recovery-people-and-property-enteraffectedprivateassets" id="recovery-people-and-property-enteraffectedprivateassets"></a>

{% content-ref url="private-assets" %}
[private-assets](https://docs.cw.crisisworks.com/modules/recovery/private-assets)
{% endcontent-ref %}

Affected private assets includes homes, sheds, machinery, fencing and economic loss. Your administrator can also define custom asset types specific to your area.

<div align="center"><figure><img src="https://datalink.atlassian.net/wiki/download/thumbnails/103126530/recovery%20form%20501.png?version=1&#x26;modificationDate=1491978201677&#x26;cacheVersion=1&#x26;api=v2&#x26;width=600&#x26;height=500" alt="" width="375"><figcaption><p>Private Assets section</p></figcaption></figure></div>

To add an affected asset:

1. Click **Add New** to enter any affected private assets such as homes, vehicles, fencing, etc.
2. For each private asset:
   1. Select the asset type (these are set by an administrator using the Recovery: Private Asset Category [Lookup](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/lookups)) and optionally sub-type (these are set by an administrator using the Recovery: Private Asset Type [Lookup](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/lookups))&#x20;
   2. Enter the number of units damaged or lost
   3. Specify the damage level
   4. Enter a description of the asset and its damage
   5. Upload any photos
   6. Enter an approximate damage value

Some assets have additional fields. For example, **fencing** offers fields for the internal and external fencing length, in kilometres.

#### Affected Agriculture <a href="#recovery-people-and-property-enterdetailsonanyimpactedagriculture" id="recovery-people-and-property-enterdetailsonanyimpactedagriculture"></a>

{% content-ref url="agriculture" %}
[agriculture](https://docs.cw.crisisworks.com/modules/recovery/agriculture)
{% endcontent-ref %}

Tip: Agriculture types can be defined by your administrator to match your local area.

To add details on the affected crops:

1. Click **Add New** to enter each impacted agriculture crop
2. For each crop:
   1. Select the agriculture type (these options are managed by an administrator using the Recovery: Agriculture Types [Lookup](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/lookups)).
   2. Specify the damage level
   3. Enter a description and a damage level

<div align="center"><figure><img src="https://datalink.atlassian.net/wiki/download/thumbnails/103126530/recovery%20form%205-2.png?version=1&#x26;modificationDate=1491978274086&#x26;cacheVersion=1&#x26;api=v2&#x26;width=600&#x26;height=470" alt="" width="375"><figcaption><p>Affected Agriculture section</p></figcaption></figure></div>

#### Affected Livestock <a href="#recovery-people-and-property-enterdetailsonanyaffectedlivestock" id="recovery-people-and-property-enterdetailsonanyaffectedlivestock"></a>

{% content-ref url="livestock" %}
[livestock](https://docs.cw.crisisworks.com/modules/recovery/livestock)
{% endcontent-ref %}

For each type of livestock, click **Add New** to record the details. Make sure to save the Case.

For each livestock:

1. Select the Category (these options are managed by an administrator using the Recovery: Affected Livestock Category [Lookup](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/lookups)).

<div align="center"><figure><img src="https://datalink.atlassian.net/wiki/download/thumbnails/103126530/recovery%20form%205-3.png?version=1&#x26;modificationDate=1491978427902&#x26;cacheVersion=1&#x26;api=v2&#x26;width=600&#x26;height=261" alt="" width="375"><figcaption><p>Affected Livestock section</p></figcaption></figure></div>

#### Performing Environmental Health Assessments <a href="#recovery-people-and-property-performingenvironmentalhealthassessments" id="recovery-people-and-property-performingenvironmentalhealthassessments"></a>

{% content-ref url="environmental-health" %}
[environmental-health](https://docs.cw.crisisworks.com/modules/recovery/environmental-health)
{% endcontent-ref %}

It is common to perform Environmental Health Assessments (EHA) of affected properties.

1. If performing an EHA on an existing case, find the case in the **Recovery Case** datagrid, and click the case to load the view form, then click **Edit**. If the case cannot be found, click **New Case** to add a new case, and fill in the basic particulars as above.
2. In the Environmental Health Assessment section, click **Add New**
3. Complete the form
4. Click **Save** to save the form

The Environmental Health Assessment is a long questionnaire suited to specialists. The top part of the form looks as follows:

<div align="center"><figure><img src="https://datalink.atlassian.net/wiki/download/thumbnails/103126530/recovery%20form%20eha.png?version=1&#x26;modificationDate=1491979402103&#x26;cacheVersion=1&#x26;api=v2&#x26;width=600&#x26;height=593" alt="" width="375"><figcaption><p>Environmental Health Assessment section</p></figcaption></figure></div>

### Needs and Tasks <a href="#needs-and-tasks" id="needs-and-tasks"></a>

{% content-ref url="needs-and-tasks" %}
[needs-and-tasks](https://docs.cw.crisisworks.com/modules/recovery/needs-and-tasks)
{% endcontent-ref %}

Needs and Tasks are used for any services, tasks and immediate needs that require actioning by a provider. This can be a recovery team member or team or an external agency or provider. Needs and tasks can be referred or assigned.

Needs and Tasks are Sub-items. You can [add](https://docs.cw.crisisworks.com/modules/needs-and-tasks#adding-needs-and-tasks) as many as needed. These will be created in the [Needs & Tasks](https://docs.cw.crisisworks.com/modules/recovery/needs-and-tasks) register where you can view the full details. Note that you can only create them through Cases, not to the Needs & Tasks register.

For each Need and Task:

1. Select the Category (these options are managed by an administrator using the Recovery: Immediate Need Category [Lookup](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/lookups))
2. Optionally assign to an agency. When an external agency is assigned a task and has the required consent, they can manage it through Needs and Tasks.

<div align="center"><figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2F1KVYcHX8TIOFOl6bxfe5%2Fimage.png?alt=media&#x26;token=b442ecff-ce82-4e0f-810b-19b0b29fd0aa" alt="" width="375"><figcaption><p>Needs &#x26; Tasks section</p></figcaption></figure></div>

<div align="center"><figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2Fv3jMrcjBKB2Z6OzKE9sE%2Fimage.png?alt=media&#x26;token=195f56c6-491a-4762-bd98-b5cb298191a5" alt="" width="375"><figcaption><p>A case with multiple Needs and Tasks.</p></figcaption></figure></div>

### Other Information

The Other Information section contains optional fields for any additional or miscellaneous case handling instructions and information required to perform case tasks not listed elsewhere in the case. These are typically only visible to case managers and the responsible case officer.

**Special Case Notes** can be used to record information in the form.

**Case Documents** can hold one or more file attachments.

<div align="center"><figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FPbjLdgmgRZHePFsefHt8%2Fimage.png?alt=media&#x26;token=6f11e997-e0ed-4d74-91b5-c38307298359" alt="" width="375"><figcaption><p>Case documents section</p></figcaption></figure></div>

### Communication

{% content-ref url="../communication" %}
[communication](https://docs.cw.crisisworks.com/modules/communication)
{% endcontent-ref %}

The Communication section may contain a **Message History** in the form of a delivery report of anyone sent this case details.

### Workflow

The Workflow section of a Case is used to record information about the record, including the status, priority, assignments any related referral or relief information.

<div align="center"><figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FpEIsgJLlvYkXEt4sFgXk%2Fimage.png?alt=media&#x26;token=778f6b2b-0e03-4d9d-9363-2bde9eeb03f2" alt="" width="375"><figcaption><p>Sample Workflow section of a Case</p></figcaption></figure></div>

#### Status

Users set the status of the request by editing the request and changing the value in the **Status** field.

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FzQKKE9K6sUqgVegB5sfS%2Fimage.png?alt=media&#x26;token=771ddded-1f1c-4371-8f08-9bd59452776c" alt=""><figcaption><p>General workflow for Cases</p></figcaption></figure>

Statuses are indicated visually and colour coded on the datagrid which allows them to be filtered. Cases have the following Statuses, in order of which they can be set:

<table><thead><tr><th width="130">Status</th><th width="143">Datagrid Icon</th><th>Notes</th></tr></thead><tbody><tr><td>New</td><td><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FkWxxRBd5pPoLhwYdMrrc%2Fimage.png?alt=media&#x26;token=70c95bbb-eeb4-4ca7-9cf6-3d841cefbeb0" alt="" data-size="line"></td><td>All new Cases begin with this status</td></tr><tr><td>Open</td><td><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FBFmUlvJ7eLb3XvuLKner%2Fimage.png?alt=media&#x26;token=be4ebb99-c2c4-45a2-8734-1d47e2372656" alt="" data-size="line"></td><td>Case is current and being worked on</td></tr><tr><td>Review</td><td><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2Fib4ITcvPqYoFjflzpG2p%2Fimage.png?alt=media&#x26;token=897a9251-eec4-47df-9a39-edf65b96ccd7" alt="" data-size="line"></td><td>Case is under review</td></tr><tr><td>Inspection Required</td><td><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2Fgfl0gyzrElEpCkz0Cph5%2Fimage.png?alt=media&#x26;token=3a3302f9-da85-44c5-8641-e5c243ee94f2" alt="" data-size="original"></td><td>An inspection has been requested</td></tr><tr><td>No Action Required</td><td><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2Fenx139UvFcy89g7Ri1fu%2Fimage.png?alt=media&#x26;token=d49a3cc9-6ea5-4042-9b89-fc8139f22992" alt="" data-size="original"></td><td>Case doesn't require any further action, but will remain in reports</td></tr><tr><td>Resolved</td><td><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FL8V55djgfcoZ2jXiXjQF%2Fimage.png?alt=media&#x26;token=9356b6ab-2ae2-4822-8fdd-f42e277872c6" alt="" data-size="line"></td><td>Resolved cases are awaiting final review and closure by a Recovery Manager</td></tr><tr><td>Closed</td><td><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FYD67IDbJLu2x4e7H3vCl%2Fimage.png?alt=media&#x26;token=ce1de5f9-61df-438d-8cd5-721cea7a659e" alt="" data-size="line"></td><td>Closed cases are no longer active and will disappear from active filters</td></tr><tr><td>Reopen</td><td></td><td>Closed cases can be set to this status if they require further work after being closed.</td></tr></tbody></table>

{% hint style="info" %}
Users cannot override the next available step without special permissions
{% endhint %}

#### Priority <a href="#requests-assigningarequest" id="requests-assigningarequest"></a>

This field indicates the Case as Urgent, High, Low or Normal Priority.

#### Case Officer <a href="#requests-assigningarequest" id="requests-assigningarequest"></a>

This field sets the person ultimately responsible for the Case. The Case Officer receives notifications when someone else updates the Case. A Coordinator selects a person from the list to assign the Case, or a Case Officer can assign new cases to themselves.

#### Field Officer <a href="#requests-assigningarequest" id="requests-assigningarequest"></a>

This field sets the person who usually conducts on site inspections of properties or interviews contacts in person. A Coordinator selects a person from the list to assign the Case. It can be the same person as the Case Officer, i.e. a Case Officer can assign new cases to themselves.

#### Referral Source <a href="#requests-assigningarequest" id="requests-assigningarequest"></a>

This field indicates if the Case has been referred from an external agency which is selected from a list. Referrals can come from various sources, however only one can be selected.  These options are managed by an administrator using the Recovery: Case Referral Source [Lookup](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/lookups).

#### Referral Date

This field sets the date that the Case was referred.

#### External Case ID <a href="#requests-assigningarequest" id="requests-assigningarequest"></a>

This field sets a reference number for an external source it the Case is also stored in another system. This helps them to be reconciled for review.

#### Relief Registration <a href="#requests-assigningarequest" id="requests-assigningarequest"></a>

This field is set if the Case began as a [Relief Registration](https://docs.cw.crisisworks.com/modules/recovery/relief-registration). This will provide the ID of the record as well as a link back to it.

### Related Items

This section identifies any [Assessments](https://docs.cw.crisisworks.com/modules/recovery/assessments) related to the Case and provides an ID and link.

Assessments that show up include Active items associated with the same property/Asset in the same Event.

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FuHRLxMxyhr5dVjvVgs32%2Fimage.png?alt=media&#x26;token=2ada6855-4809-4d5c-b99b-6364b5a7fd81" alt="" width="375"><figcaption><p>Related Items showing Related Assessments</p></figcaption></figure>

### Hazard Status

This section provides a warning if any hazards exist on the site.

<div align="center"><figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FN2GOAlBHcsbSwD2CWLWA%2Fimage.png?alt=media&#x26;token=c0d3c9e7-0e67-401b-b8f2-31cb1e740842" alt="" width="375"><figcaption><p>Hazard Status section of a Case with potential hazards onsite</p></figcaption></figure></div>

### Classification

Refer to: [Editing Register Items: Classification](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#classification).

These options are managed by an administrator using the Recovery: Case Classification [Lookup](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/lookups).

### Financial <a href="#requests-assigningarequest" id="requests-assigningarequest"></a>

This section allows coordinators to record dollar amounts for the Total Cost Estimate and Total Cost to Date which is based on any costs logged against the Case.

The system automatically calculates the total cost based on assigned Tasks.

The Total Cost Estimate can be entered manually, however if the total cost of assigned resources exceeds the estimate entered the total of those assigned tasks will be automatically displayed.

<div align="center"><figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FshYCco57Uf7F2axpRo8L%2Fimage.png?alt=media&#x26;token=62fc296d-f6d8-4acf-a410-f342587e2106" alt="" width="375"><figcaption><p>Financial section</p></figcaption></figure></div>

### Administrative <a href="#requests-assigningarequest" id="requests-assigningarequest"></a>

#### **Save this Item as a template**

When set this creates a type of blank Case that already has sections pre-filled. This can save time with future Case management.

Once a template is created, you can use [Create Copy](#bulk-actions) to copy a template and reuse it.

#### Address Title Override

This setting changes the Case title to a different address than the Property Address.

### Correspondence

Refer to: [Editing Register Items: Correspondence](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#correspondence)

### Activity

Refer to: [Viewing and Opening Register Items: Activity](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/viewing-items#activity)

## Updating Cases

{% content-ref url="../../concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items" %}
[editing-items](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items)
{% endcontent-ref %}

When updating Cases:

* Make sure to add notes using the yellow **Record Notes** field, these can be useful as the case is managed.
* [**Workflow**](#workflow) should be progressively updated to reflect the current status of the case.
* Ensure that the contact details are progressively filled in as information becomes available.
* Update the priority as more is known about the needs of the case.

## Adding Cases

{% content-ref url="../../concepts-and-fundamentals/on-a-computer/using-the-datagrid/adding-items" %}
[adding-items](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/adding-items)
{% endcontent-ref %}

To add a new Case:

1. From the Cases register, in the New item menu select the **New Case** <img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FKwgCZE0vBspiqU0NgSMr%2Fimage.png?alt=media&#x26;token=5335d834-a2c8-42a2-b309-aea591965b1d" alt="" data-size="line"> button (or drop down the list from any other register and select it)
2. Complete each section of the [Case Settings](#case-settings) as required. Note that some options may open up new sections to complete.
3. Save the Case <img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FooHTs7qWglekWYQsCgbk%2Fimage.png?alt=media&#x26;token=19badd33-ca14-4926-87b9-f4c6995b5213" alt="" data-size="line">

New Cases will appear with a Status of **New**.

## Bulk Actions

{% content-ref url="../../concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions" %}
[bulk-actions](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions)
{% endcontent-ref %}

The following additional bulk actions can be performed on Cases via the Actions menu:

| Action                                                                                                |
| ----------------------------------------------------------------------------------------------------- |
| [Copy IDs](#copy-ids)                                                                                 |
| [Bulk Edit](#bulk-edit)                                                                               |
| [Bulk Create Tasks](#bulk-create-tasks)                                                               |
| [Create a Copy](#create-a-copy)                                                                       |
| [Copy to Relief Registration](#copy-to-relief-registration)                                           |
| [Merge](#merge)                                                                                       |
| [Send Communication](#send-communication)                                                             |
| [Export Detailed Cases to Report](#export-detailed-cases-to-report)                                   |
| [Export Cases with basic applicant data to Report](#export-cases-with-basic-applicant-data-to-report) |

### Copy IDs <a href="#copy-ids" id="copy-ids"></a>

Refer to: [Copy IDs](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#copy-ids)

### Bulk Edit

Refer to: [Bulk Edit](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#bulk-edit)

Update for multiple Cases:&#x20;

* Notes
* Event
* Region
* Status
* Priority
* Case Officer
* Field Officer
* Referral Source
* Classifications
* Tags

### Bulk Create Tasks

Use this action to add [Needs & Tasks](#needs-and-tasks-1) for multiple Cases.

### Create a Copy

Refer to: [Create a Copy](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#create-a-copy)

### Copy to Relief Registration

Use this action to copy the Contacts in the Case to a [Relief Registration](#requests-assigningarequest-5). This can be used in cases where a Relief Registration wasn't initially created but you still need a record for one.

### Merge

Use this action to merge cases that are duplicates of one another.&#x20;

To do this:

1. Navigate to the **Recovery Case** datagrid
2. Ensure all datagrid items are deselected, by clicking the checkbox icon at the top left of the datagrid until the checkboxes for individual items are clear.
3. Select two or more cases that are duplicates, by checking their select boxes.
4. Go to the **Actions** menu, and select **Merge**

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FoLPw6In44jYJ9mV0j5CE%2FScreenshot%202026-02-10%20at%2010.49.24%E2%80%AFam.png?alt=media&#x26;token=ef2ce38f-f5c8-4d5f-85d3-85680bca5b37" alt=""><figcaption><p>Tick Recovery Cases to be merged, select Merge from the Actions</p></figcaption></figure>

5. The next screen will display the records selected to be merged
6. Select the **Primary Case** and tick to acknowledge the warning that this action is **not reversible**.

   The following fields will set to the Primary Case's value:

   `sharingLevel` `relationshipToProperty` `propertyDamage` `assetId` `assignee` `fieldOfficer` `status`
7. Click **Proceed** to start the merge.
8. **Review** the newly created Case and remove any duplicated sections or set them to 'Closed (Duplicate). See note on Sub-items below.

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FuPcBaNGsfHTt3QEz2Obl%2FScreenshot%202026-02-10%20at%2010.52.57%E2%80%AFam.png?alt=media&#x26;token=875cb88b-ed24-49c9-a42c-c9a9da3e2f40" alt="" width="448"><figcaption><p>Cases to be merged, warning this action is not reversible.</p></figcaption></figure>

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2Fx1VVjqdhVwTwMA4HC9FH%2FScreenshot%202026-02-10%20at%2010.56.40%E2%80%AFam.png?alt=media&#x26;token=18cb7af0-602b-48c6-a1d7-a2242884b455" alt="" width="486"><figcaption><p>Merge outcome screen</p></figcaption></figure>

#### General outcomes when merging <a href="#recovery-people-and-property-generaloutcomeswhenmerging" id="recovery-people-and-property-generaloutcomeswhenmerging"></a>

The following are the general rules that apply when merging cases:

* When Recovery Cases are merged, the selected source cases are merged into a NEW case record.
* The source cases are set to status **Closed (Duplicate)** and the most recently set status from the source cases will be applied to the new case.
* The tag **‘merged-item’** is added to the new Case.

<figure><img src="https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2F1RyMSur7i0ytf0DcXPQ0%2FScreenshot%202026-02-10%20at%2010.58.20%E2%80%AFam.png?alt=media&#x26;token=88043e0d-1f9b-4b78-ba29-105c955b44a0" alt=""><figcaption></figcaption></figure>

* The **activity log** from the source cases are not accessible from the new case, however, details of the closed cases can be found in the Activity Log of the new case.
* **Record Notes** from the source Cases are merged into a NEW Case record and are visible in the activity log.

#### General Rules for merging fields and sub-items <a href="#recovery-people-and-property-generalrulesformergingfieldsandsub-records" id="recovery-people-and-property-generalrulesformergingfieldsandsub-records"></a>

**Single fields**: A field that has a single value will generally gain the newest value from the source cases. Examples: a number field, a date, radio choice, or a picklist.

**RTE**: A rich text area or text area data in the source cases will be combined in the new case.

{% hint style="warning" %}
**SUB-ITEMS**

Sub-items (eg. needs/tasks, private assets, environmental health assessments) from source cases are moved to the new case. <mark style="color:$danger;">**Review them in the new case for duplicates.**</mark> If a duplicate sub-item is found, <mark style="color:$danger;">**set its status to "Closed (Duplicate)"**</mark> and save the case. To remove a sub-item, re-open the case, confirm its status is "Closed (Duplicate)," and click the red <mark style="color:$danger;">**X**</mark> icon at the top right of the sub-item.
{% endhint %}

#### Rules per field <a href="#recovery-people-and-property-rulesperfield" id="recovery-people-and-property-rulesperfield"></a>

| Label                                                                    | Field ID                           | Form Type                                        | Merge outcome                                                                                                                        |
| ------------------------------------------------------------------------ | ---------------------------------- | ------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------ |
| **Affected Person(s)**                                                   | <p><br></p>                        | <p><br></p>                                      | <p><br></p>                                                                                                                          |
| Add persons and organisations to this case                               | isApplicantKnown                   | radio                                            | Is selected if there is at least one linked primary contact(applicant).                                                              |
| Consent to share personal information                                    | sharingLevel                       | radio                                            | Set to Primary Case's value.                                                                                                         |
| <p>Specify the primary contact(s)</p><p><br></p>                         | applicant                          | <p>multiSubForm</p><p>(Recovery Contact)</p>     | All primary contacts are linked to the new merged case.                                                                              |
| Add related persons and organisations in addition to the primary contact | relatedContacts                    | <p>multiSubForm</p><p>(Recovery Contact)</p>     | All related people are linked to the new merged case.                                                                                |
| **Impacted Property**                                                    | <p><br></p>                        | <p><br></p>                                      | <p><br></p>                                                                                                                          |
| Add a property to this case                                              | fixedHomeAddress                   | radio                                            | Most recently added value or is selected. However if an address (asset) is set for the case, then this option will be set.           |
| Address                                                                  | asset                              |                                                  | Set to Primary Case's value.                                                                                                         |
| Property Use: Residential                                                | propertyUseResidential             | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Residential - Primary                                      | propertyUseResidentialPrimary      | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Residential - Secondary                                    | propertyUseResidentialSecondary    | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Residential - Unclassified                                 | propertyUseResidentialUnclassified | checkbox                                         | Most recently updated value. However if ‘*Residential – Primary*’ or ‘*Residential – Secondary*’ are selected, it will be unchecked. |
| Property Use: Commercial, Industrial or Business                         | propertyUseCommercial              | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Accommodation / B\&B                                       | propertyUseAccommodation           | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Farming                                                    | propertyUseFarm                    | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Community Facility                                         | propertyUseCommunity               | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Government Building                                        | propertyUseGovernment              | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Vacant Land                                                | propertyUseVacant                  | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Infrastructure                                             | propertyUseInfrastructure          | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Other                                                      | propertyUseOther                   | checkbox                                         | Most recently updated value.                                                                                                         |
| Property Use: Specify 'other' property use                               | otherType                          | text                                             | Most recently updated value.                                                                                                         |
| Primary Contact’s relationship to property                               | relationshipToProperty             | select                                           | Set to Primary Case's value.                                                                                                         |
| Property Details (if required)                                           | additionalInfo                     | textarea                                         | Values from both fields are added together.                                                                                          |
| Are any property, buildings or private assets damaged?                   | propertyDamage                     | radio                                            | Set to Primary Case’s value.                                                                                                         |
| **Property Damage**                                                      | <p><br></p>                        | <p><br></p>                                      | <p><br></p>                                                                                                                          |
| Is the property insured?                                                 | propertyInsured                    | radio                                            | Most recently updated value.                                                                                                         |
| Insurance Details                                                        | insurance                          | textarea                                         | Values from both fields are added.                                                                                                   |
| Affected Private Assets                                                  | privateAssets                      | <p>multiSubForm</p><p>(Private Assets)</p>       | All private assets linked to the new merged case.                                                                                    |
| Affected Agriculture                                                     | agriculture                        | <p>multiSubForm</p><p>(Agriculture)</p>          | All agriculture sub-items are linked to the new merged case.                                                                         |
| Environmental Health Assessment                                          | recoveryEnvironmentalHealth        | <p>multiSubForm</p><p>(Environmental Health)</p> | All EHAs are linked to the new merged case.                                                                                          |
| Affected Livestock                                                       | livestock                          | <p>multiSubForm</p><p>(Livestock)</p>            | All affected livestock sub-items are linked to the merged case.                                                                      |
| Damaged Infrastructure                                                   | infrastructure                     | <p>multiSubForm</p><p>(Infrastructure)</p>       | All infrastructure sub-items linked to the merged case.                                                                              |
| Sketch                                                                   | sketch                             | canvas                                           | Most recent sketch added.                                                                                                            |
| Photo(s) of property                                                     | photos                             | media                                            | All photos linked to the merged case.                                                                                                |
| Inspection Information                                                   | damageInfo                         | rte                                              | Values from both fields are added.                                                                                                   |
| Hazards exist at site                                                    | hazardExists                       | checkbox                                         | Most recently updated value.                                                                                                         |
| Hazard Information                                                       | hazardInfo                         | rte                                              | Values from both fields are added.                                                                                                   |
| **Needs and Tasks**                                                      | <p><br></p>                        | <p><br></p>                                      | <p><br></p>                                                                                                                          |
| Add services, tasks and immediate needs                                  | tasks                              | <p>multiSubForm</p><p>(Needs & Tasks)</p>        | All needs & task sub-items are linked to the new merged case.                                                                        |
| **Other Information**                                                    | <p><br></p>                        | <p><br></p>                                      | <p><br></p>                                                                                                                          |
| Special Case Notes                                                       | details                            | rte                                              | Values from both fields are added together .                                                                                         |
| Case Documents                                                           | caseDocuments                      | media                                            | All documents linked to the merged case.                                                                                             |
| **Workflow**                                                             | <p><br></p>                        | <p><br></p>                                      | <p><br></p>                                                                                                                          |
| Status                                                                   | hasStatus                          | status                                           | Set to Primary Case's value.                                                                                                         |
| Priority                                                                 | priority                           | select                                           | Most recently updated value.                                                                                                         |
| Case Officer                                                             | assignee                           | assignment                                       | Set to Primary Case’s value.                                                                                                         |
| Field Officer                                                            | fieldOfficer                       | assignment                                       | Set to Primary Case's value.                                                                                                         |
| Primary Referral Source                                                  | referralSource                     | select                                           | Most recently updated value.                                                                                                         |
| External Case Id                                                         | externalId                         | text                                             | Most recently updated value.                                                                                                         |
| **Classification**                                                       |                                    |                                                  |                                                                                                                                      |
| Event                                                                    | hasEvent                           | event                                            | Can only merge items in the same event.                                                                                              |
| Tags                                                                     | hasTags                            | tags                                             | All tags added to the merged case.                                                                                                   |
| Classification                                                           | systemClassification               | multiselect                                      | All records added to the merged case.                                                                                                |
| **Financial**                                                            | <p><br></p>                        | <p><br></p>                                      | <p><br></p>                                                                                                                          |
| Total Cost Estimate($)                                                   | text                               | costEstimate                                     | Will be calculated from the new case data.                                                                                           |
| Total Cost To Date ($)                                                   | readonly                           | costActual                                       | Can not merge items that have financial reconciliation value assigned.                                                               |
| **Administrative**                                                       | <p><br></p>                        | <p><br></p>                                      | <p><br></p>                                                                                                                          |
| Save this item as a template                                             | isTemplate                         | checkbox                                         | Template items can not be merged.                                                                                                    |
| Address Title Override                                                   | alternativeTitle                   | text                                             | Most recently updated value.                                                                                                         |
| **Record Notes**                                                         | <p><br></p>                        | <p><br></p>                                      | <p><br></p>                                                                                                                          |
| Enter an optional note to appear in the activity history                 | \_\_changeComments                 | textarea                                         | All record notes are added to the Activity Log in the merged case.                                                                   |

### Send Communication

Refer to: [Send Communication](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#send-communication)

Use this action to add the Primary Contacts for Cases as Recipients to a Communication.

### Export Detailed Cases to Report

Refer to: [Export to Report](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#export-to-report)

Use this action to generate the *Recovery Case with Detailed Applicant Data Report* for selected Cases.

### Export Cases with basic applicant data to Report

Refer to: [Export to Report](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#export-to-report)

Use this action to generate the *Cases with basic applicant data Report* for selected Cases.

## Importing Cases

{% content-ref url="../../system-administration/configuring-the-system/imports" %}
[imports](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/imports)
{% endcontent-ref %}

A System Administrator can add and/or update Cases in bulk via the Import system using the [Recovery Case Import](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/imports/register-items/recovery-case-import) option.

## Reports

{% content-ref url="../../system-administration/reporting/running-reports" %}
[running-reports](https://docs.cw.crisisworks.com/system-administration/reporting/running-reports)
{% endcontent-ref %}

Several reports are based on Case data. See [Recovery Reports](https://docs.cw.crisisworks.com/modules/reports/recovery-reports).

These are also available from the [Actions menu](#bulk-actions).

You can also run reports to detect possible duplicate entries and view files and images attached to cases.