There are many components of a Leave case and many actions you can do in a Leave case. This page will go over some of the basic components of a Leave case while the links below will walk you through specific case actions.
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Components of a Leave Case Record
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Case Status Bar Section
This status bar allows you to state the Status of a case. You can skip statuses or revert back to old ones.
When selecting some of the statuses (ie: Awaiting HRSC Audit or Closed), the system may force you to populate some information.
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Case Information Section
This will most likely be the first section you edit in your case.
Case Owner: This identify who owns the case. You can change the Case Owner at any time by click the Change Owner button.
Identifying the Case
Inquiry Type: Either Case or Question
Type: Select between FMLA - Employee, FMLA - Family, OJI, Parental - Employee, or Parental - Family
Subtype: Only applicable to Parental Leave types
Parent Case: If applicable, you can connect a smaller case to a larger Parent case.
Status: In addition to the Status bar (see above), you can edit the case Status here.
Description: By default, this will copy the text of the employee’s original email. You can clear this once you have reviewed to reduce the amount of space it takes up.
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Case Details Section
Based on how you identified your case by Inquiry Type and Type, Salesforce will only display applicable “Case Details.”
If your Inquiry Type = Question, this section will be blank.
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Case Close Details Section
This section will generally be filled out when you are closing a case, but the fields can be populated at anytime.
Certain Case Close fields will only display based on the case Type.
The only Case Close fields for Question cases will be: Case Closure Reason and Case Closure Reason Comments.
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Employee Information Section
This section is populated by whoever is identified as the Primary Employee/Contact of the case.
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Cherwell & Cherwell Details Section
This section will only show up for cases that were brought over from Cherwell. We didn’t want to lose this data, so we are preserving it here.
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System Information
This system is mostly a catch-all for back-end/technical information about the case. However, there are some fields that may be helpful to Leave Coordinators:
ER Case Number: You are able to identify an ER case number if there is a connected ER case.
Sharepoint HRI Case Number: Despite the name of this field, this case number is the Cherwell case number, and will only be populated for cases that came over from Cherwell.
Legacy Data: Similar to the preceding field, this field will only be checked if the case came over from Cherwell.
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Checklists Tab Section
This section will populate when you are working with a FMLA Case, OJI Case, or Parental Case. The displayed fields are conditional based on the Type.
Many of the fields in this section are conditional based on answers of previous fields. Ex: If Employee Eligible = YES, then the system will display the Employee Eligible Date field.
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Activity Tab Section
This section has three components:
Unread Email: If there is a new employee email logged into the case, the Unread Customer Email(s) checkbox will automatically get checked. You will need to manually uncheck this checkbox after reviewing the email. There is also a Last Email Received Date and Last Email Sent Date to help keep track of email sends/receives.
New Email / New Case Note / New Task: This is where you can send an email, add a case note, or create a task.
Activity Feed: This area is the running log of case updates, field changes, etc.
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Child Cases Section
This section shows any connected Child Cases. You can’t identify a child case from a parent case--you have to identify the parent case from a child case by updating the Parent Case field on the child case.
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Case Contacts Section
This section shows the people related to the case. These people need to be manually added--the one exception is the Primary Employee/Contact who is generally automatically added when they create the case by emailing leave@colorado.edu.
The process to add additional Case Contacts is explained in Adding Additional Case Contacts.
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Files Section
This section shows all the files related to the case. Files are added in three ways:
Manually: The Leave Coordinator can manually add files to a case by drag-and-dropping.
From Employee’s Email: If an employee attaches a file to their email, it will get saved in the Files section.
From Leave Coordinator’s Email: If the Leave Coordinator attaches a file to their email, it will get saved in the Files section.
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Emails Section
This section shows all emails sent and received related to the case. Clicking into the emails will show more details (ie: recipients, content, attachments, etc).
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Case Notes Without Emails Sections
This section is where you can see the history of general case notes, phone calls, in person meetings, etc. Clicking into a Case Note allows you to see more details.
You process to add a Case Note is explained in Adding a Case Note.
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Case Notes Section
This section compiles all emails, general case notes, phone calls/in person meetings/etc. This allows you to see all case updates/activities chronologically. Clicking into a Case Note allows you to see more details.
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Open Activities Section
This section displays case Tasks that are yet to be completed. Clicking into an Activity allows you to see more details.
The process to add a Task is explained in Creating Tasks.
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