Creating a case

Goal. Open a case for a client with its service, responsible person, forms and dates, and know what the CRM creates automatically when you do.

Prerequisites. The "Create cases" permission. Services and their stages are defined in "Settings" › "Services"; forms and their checklists in "Settings" › "Services" › "Manage the forms catalog".

What a case is

A case is each matter or engagement for a client: it has a service, a stage workflow, a responsible person, a document checklist, its documents, its payments and a deadline. A client can have several open cases at once.

Creating the case

1. In "Cases", click "+ New case". The button is also on the client's record.
2. In "Client", choose the client from the list. If they do not exist yet, "+ Quick new client" creates them on the spot with "Client full name", "Phone (with country code)", "Email (optional)" and the "The client agrees to receive messages (reminders, case links)." box; "Pick an existing one" returns to the list.
3. Choose the "Service". It defines the case's stage workflow.
4. Choose the "Responsible" from the team. If left empty, the CRM assigns the case to the active administrator or operator with the fewest open cases.
5. Under "Forms", tick the forms that apply to this case. Each form contributes its document checklist and its intake fields.
6. Review the "Received date", which defaults to today, and set the "Deadline" if there is one.
7. Click "New case". The case page opens.

What the CRM does when creating the case

• Assigns the "Case number" with the company prefix and the year, for example AUR-2026-0001. The prefix is changed in "Settings" › "Cases".
• Places the case in the first stage of its service.
• Generates the "Document checklist" from the chosen forms.
• Computes the "Traffic light" from the deadline: green, yellow or red with the days the company set in "Settings" › "Cases".
• Notifies the responsible person with "Case assigned to you".

Troubleshooting

• The newly created case shows "Locked" although the lock is off. The notice corrects itself on the first stage change or when a payment or contract is recorded; it does not prevent working the case.
• The service you need is missing. It is deactivated or does not exist; an administrator reviews it in "Settings" › "Services".
• The "Forms" list is empty. No form is associated with that service. They are associated in "Settings" › "Services" › "Manage the forms catalog".
• The case has no checklist. The chosen form has no checklist items. Add them in "Settings" › "Services" › "Manage the forms catalog"; cases already created are not updated.
• "+ New case" is missing. Your role lacks "Create cases".