Case templates
This feature is available if the Cases feature has been activated for your account.
In short: A case template describes what needs to come in for a particular kind of case: individual fields (such as a policy number), documents (such as a payslip) and, for each document, checks (such as “name matches the applicant”). aishaa uses the template to assess incoming messages and attachments and to calculate the completeness of each case.
Where to find this
Click Cases in the main menu and choose Templates. The page is called Case templates with the subtitle Manage templates for cases.
Who: viewing from the Viewer role upwards, creating and adding to templates from the Organisation admin role upwards. Templates belong to the whole account and are available in all organisations of the account.
The template overview
The overview shows the columns Name, Status, Default, Fields (number of required fields), Files (number of required documents) and Updated for each template. Click a name to open the template. Without templates it shows There are no templates yet.
A template has one of these statuses:
| Status | Meaning |
|---|---|
| Draft | The status of every newly created template. |
| Active | The template is in use. |
| Archived | The template has been put away. |
Creating a template
- Click New template. The New case template page opens.
- Fill in the Name (required) and optionally a Description.
- If needed, tick System template or Default template (see the table below).
- Click Create. You see Template created. and the template’s detail page opens.
| Tick box | Meaning |
|---|---|
| System template | Marks the template as a system template. This marking is stored with the template and has no further effect on how cases behave. |
| Default template | Marks the template as the default template; the overview shows this in the Default column. When you create a case, this template is not preselected automatically: you choose the template yourself for each case. |
Adding required fields
On the detail page, under Required fields, is the explanation Add individual details that are needed in the case, such as monthly income, VAT number, or policy number.
- Under Field, enter what is needed, for example “VAT number” (required field).
- Under Help text, optionally explain what aishaa should look out for, for example “Eleven characters, starts with NL”.
- Leave Required switched on if this field counts towards completeness; switch it off for an optional field.
- Click Add field.
Each field you add appears in the list with its help text and Required: Yes or Required: No.
Adding required documents and checks
Under Required documents is the explanation First add a required document, such as a payslip or ID document. Then add checks for each document.
- Under Document, enter which document is needed, for example “Payslip” (required field).
- Under Help text, optionally enter what the document must meet, for example “Not older than three months”.
- Leave Required switched on or switch it off.
- Click Add document.
Each document gets its own Checks block in the list. As long as there are none, it shows No checks have been added yet. A check is something aishaa verifies in the document:
- Under Check, enter the check, for example “Employee name matches the customer”.
- Optionally enter a Help text.
- Leave Required switched on or switch it off.
- Click Add check.
When a customer sends in a document, aishaa assesses the document itself and then each check separately. The status of the document follows from the statuses of its checks.
The detail page of a case template with the Required fields and Required documents sections, a document with checks and the input fields Field, Document, Check, Help text and Required.
How aishaa uses the template
- Only requirements with Required: Yes count towards the completeness of a case. Optional requirements are assessed and shown, but do not keep a case at Incomplete.
- A template without required items makes every case Complete straight away.
- A good Help text helps aishaa with the assessment: describe specifically what a field or document must meet.
- Changes to a template take effect at the next assessment of cases that use this template. Use Recalculate completeness in a case to include the new requirements straight away.
Good to know
- On the detail page you can only add fields, documents and checks. Editing or removing a requirement once it has been added is not possible on screen, so check the text before you click add.
- You cannot change the name, description and status of a template on screen after it has been created. A new template is set to Draft and stays that way; this does not affect its use: when you create a case, all templates can be chosen, regardless of their status.
- Templates cannot be deleted.
- With Back to templates you return to the overview.