Using a Case
To view a case you have access to, use the Search everything box at the top of the screen, or click View All in the left navigation panel. You can also bookmark the URL of your case and create a shortcut in your browser.
Starting a new item
To create a new item in the case, click New Item on the top right corner of the screen. A new form will open and you can add values to the fields. When you are finished, click Save and Close.
Additionally, if you have permission to work on the case board, you can start a new item by finding the Not Started step, and clicking Add New Item.
All new items will immediately be added to the Not Started step.
Users who can only initiate an item in the case can view the Feed and My Items tabs. Users with the permission to work on the case and the Flow Admins can also see tabs for the Board and All Items.
The feed lets members of the case collaborate and shows the latest updates about the items. All flow members can create or comment on posts. Flow Admins can make announcements. New feed cards are added to the feed each time an update is made to an item. Use an @ mention to tag others.
The My Items tab lets you see information about the items you initiated, including all the form data and what step and resolution state the item is in. You can search for items, change what fields are shown and hidden, and filter items.
If you select the checkboxes beside items, you can do a bulk archive or delete. Archiving removes the items from being active on the board. Delete will remove the item entirely from the flow.
Use the Open item button () to view any item and edit the values.
The board gives you a visual layout of the case. Items appear as cards and steps appear as columns. Drag and drop the item to different steps, or resolutions. Click on an item to change values in the form or reassign it.
Filters . Click this button to add filters to highlight different items based on the parameters you choose.
Fullscreen . Click here to expand the board. Click it again to return to the standard view.
Show/hide fields. Click this button to select which fields you want to display on the card for each item.
States and resolutions within a step
All steps in the case start with an In progress state. You add other resolutions and states. Steps in a case can have multiple resolutions. When items move into any of the resolutions, they are unassigned from the last assignee, and should be manually reassigned to a new member.
To archive an item from the Board tab, click the Archive item button () that shows when you hover over the item.
When you drag an item to the completed step, it is finished and will be marked as unassigned. You can leave items in this step as long as you want, or archive them to clear them from the board, but maintain their data.
The All Items tab lets you see all the items in the flow in a tabular display and also perform bulk actions that you can’t do from the board layout. Click the Open item button () to view any item and edit the values.
By selecting the checkboxes next to items, you can perform the following bulk actions to items. Click the More options button () to access some of these features.
- Move to Step. A popup box will let you move the selected items to a particular step and resolution.
- Reassign. A popup box will let you reassign the items to a member of the case.
- Archive. This removes items from your board, but maintains the data in the All Items layout.
- Delete. This removes all of the data about the selected items permanently.
If you have items you want to unarchive, select the checkbox beside them and click Move to Step to choose where you want to move the item to.
Notifications let you know the latest activity on the case. By default, you will be notified about all the activities that take place in the case.
To change the case notification, click the More options button () > My notification preferences and select your preference.
- All - You will be notified about all the activities that happen on the case.
- Relevant - Kissflow will learn which case notifications you click on and will tailor notifications to your usage pattern.
- Only actions - You will be notified only when something requires your action.
- Silent - You will not receive any notifications.