Managing issues and resolutions in a case

In this guide we will look at how to create and manage issues and resolutions within a case.
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Written by Nathan Polito
Last updated February 9th 2020

Requirements You will need your own MODRON Spaces account. If you don’t already have your own account, we invite you to try the platform totally free.



Step 1. Create an issue from Caseview

First you need to have a case created. If you need help with how to create your case check out this guide.

When you click on your case in the main navigation you will be taken to what we call the Caseview. Each case gets a high-level view that aggregates the relevant information from the various conversations taking place within it so you can find everything easily.
Within Caseview you can scroll down to see the Issues section which will display all the issues created in a case. You can click the Create option within the Issues section to create a new issue at any time.
Step 2. Describe the issue
Once you click the Create option within the Issues section, the create issue screen will open. Here you can describe the new issue then click the Submit option when you are finished.
Step 3. The new issue is logged in Caseview
When you click the Submit option a new issue is created it is logged and displayed in the Caseview. You can create any number of issues at any time throughout a case.
Step 4. The new issue is posted to the Everybody Space
When a new issue is created it is also posted to the Everybody space within a case so that every participant will be able to see it.
Step 5. Resolving an issue
Once you have created an issue, you can quickly record it as resolved at any time during a case by checking the box next to the issue within Caseview.
Step 6. Resolved issues are documented in the Everybody Space
If you record an issue as resolved it is also posted to the Everybody space within a case so that every participant will be able to see it.
Step 7. You can open a resolved issue at any time
Once you have recorded an issue as resolved, you can open it again at any time by un-checking the box next to the resolved issue within Caseview. If you open a resolved issue it is also posted to the Everybody Space within a case so that every participant will be able to see it.
Step 8. Create a resolution from Caseview
When you click on your case in the main navigation you will be taken to what we call the Caseview. Each case gets a high-level view that aggregates the relevant information from the various conversations taking place within it so you can find everything easily. Within Caseview you can scroll down to see the Resolutions section which will display all the resolutions created in a case. You can click the Create option within the Resolutions section to create a new resolution at any time.
Step 9. Describe the resolution
Once you click the Create option within the Resolutions section, the create resolution screen will open. Here you can describe the new resolution then click the Submit option when you are finished.
Step 10. The new resolution is logged in Caseview
When you click the Submit option a new resolution is created it is logged and displayed in the Caseview. You can create any number of resolutions at any time throughout a case.
Step 11. The new resolution is posted to the Everybody Space
When a new resolution is created it is also posted to the Everybody Space within a case so that every participant will be able to see it.
Step 12. All the issues and resolutions in a Space are aggregated in the Space panel
By clicking on the Arrow button at the top right of the Everybody space you can open and close the Space panel. Here you will find all the important information about the Space in one place including all the issues and resolutions.
Conclusion

If you have followed the steps, you will have created an issue, marked it as resolved and then opened it again. You will have also created a resolution in a case.

“Issues and resolutions can be created at any time and logged in a case. These tools can be used to set a framework for establishing the issues in a case and working to reach resolutions for those issues. Have a think about the potential use cases in your own dispute resolution processes.”

If you don’t already have your own MODRON Spaces account, sign up for a free trial and see how easy it is to setup your own Spaces, your way.

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