This lesson will show you how to create a case plan in AgileCase in order to set milestones and manage your case timeline.
Accessing case plans
Case plans allow you to set a series of milestones for each of your case types in order to ensure that every case you open proceeds on schedule.
To begin creating a case plan, access the case plan page by clicking the "Milestones" button on the settings menu under "Case Type Settings".
Add a new case plan
To add a new case plan, click "Add Case Plan". Any previous case plans you have created will be listed on this page so they can be edited.
Name your case plan
Upon creating a new case plan you will be prompted to create a name for it. After you have done so, click "Save Case Plan" to return to the case plan page.
Edit your new case plan
In order to begin adding milestones to your case plan, use the dropdown menu opposite and select "Edit".
This can be done to any case plan at any time. In addition, you can also use the "Set Inactive" option to send the selected case plan to the recovery bin, which you can read more about here.
Add a milestone
With a case plan selected you can see the name and description as well as any milestones you have created. In order to create your first milestone, click the "Add Milestone" button to proceed.
Fill out the milestone details
You can now fill out the details of the milestone. First of all you must create a title which will be displayed in your case milestones tab.
The next step is to configure the parent of the milestone. The parent of a milestone is a preceding event from which you set a time scale for the milestone in question to occur.
For example your first milestone will have a parent of "Open Date". Setting the days difference to "0" will cause this milestone to be triggered on the day that you open the case. You can also select whether the "days difference" category is measured in working or calendar days.
At this stage you can also set whether or not a milestone is mandatory, which governs whether or not it is required for a case to progress.
Creating other milestone
To create further milestones, follow the same process as the first.
From this point you can also use previous milestones as parents, allowing you to plot out a whole case on the system. For example the second milestone here uses the previous milestone as a parent with a days difference of "3" so it will be triggered 3 days after the case has been opened.
A future milestone will be use this as a parent with a difference of "14" days. This means that, even if this milestone is achieved late, the next will be triggered in 14 days time which allows you to have an accurate plan even for cases that have slipped behind schedule.
Editing milestones
If you need to edit or delete a milestone you can do so using the opposite dropdown menu, selecting either "Edit" or "Delete" as appropriate.
Save your milestones and relate the case plan to a case type.
Once you are happy with your case plan, click "Save Changes" to complete it. In order to use it in a case you must relate the case plan to a particular case type, which is covered in the lesson here.
Viewing your case plan
You can now see your case plan under the "Details" tab in any case of the specified type. All of the milestones are displayed along with an expected date of completion as well as an actual date field that you can fill in, in order to chart the progress of a case.
Once you have updated your progress use the "Save Changes" button to save the update case plan.
Timeline view
You can also view case milestone using the timeline view feature, which you can read more about here.