Case Manager Definitions

Before a case manager can be used by the X Engine and the console, it must be defined. This involves creating queues, status codes, list values, fields, selections, actions and tasks. It is relevant to mention this here, so that it is clear that the case manager described in this section is just one of many examples of how your specific case manager may be defined.

Defining a case manager can only be performed by an administrator. There are two ways to undertake this task: Setting it up manually through the console or importing an existing definition.

A case manager definition can be exported so that it can be used with other case managers. This may, for example, apply if you have one case manager per application, country or company division. Exported definitions can be downloaded and shared between consoles. Please see the section “Creating a Case Manager Definition” later in this manual for more details.