The case page, its checklist and its documents

Goal. Work a case from its page: change the stage, follow the checklist, upload and share documents, generate the case documents and leave notes.

Prerequisites. The "View cases" permission. Deleting documents requires "Delete documents"; stopping sharing requires "Stop sharing documents". For documents to be stored in the cloud, an administrator must have Google Drive or Microsoft 365 connected in "Settings" › "Integrations".

Header and details

The header shows the case number, the client, linking to their record, the "Stage" selector, the traffic light and the "Archive" and "Delete case" buttons. Below, a notice reads "Unlocked" or "Locked" with the lock's reason.

The details card shows "Received date", "Filed date", "Biometrics", "Deadline", "Forms" and, with the amounts permission, "Quoted", "Paid" and "Balance".

Changing the stage

The "Stage" selector moves the case to any stage of its workflow, just like the board arrows. The last stage closes the case. With the lock on, work stages require a signed contract and a deposit.

"Document checklist"

Each item starts as "Pending". "Mark received" moves it to "Received" when the client hands in the document, and "Mark reviewed" to "Reviewed" once the team has checked it. "Mark pending" undoes. Items come from the case's forms and are defined in "Settings" › "Services" › "Manage the forms catalog".

"Documents"

1. Type the "Name / description".
2. Choose the "Document type". Categories are managed in "Settings" › "Cases".
3. Select the "File": PDF, image or Word, at most 25 MB.
4. If relevant, link it to a "Checklist item (optional)".
5. Click "Upload document".

Each document shows where it is: "In the cloud" once copied to Google Drive or OneDrive, "Pending sync to the cloud" while it waits, or "Sync failed (will retry)". The actions are "View", "Download", "Share (read-only)", which copies a read-only link and marks the document "Public", "Stop sharing" and "Delete document". Deleting also removes the file from the client's cloud and cannot be undone from the CRM.

The "Cover letter" and "Evidence index" buttons generate, as PDF with the case data, the cover letter and the index of documents.

"Notes"

Case notes are internal: type in "Write a note…" and click "Add note". They appear on the case and under the client's "Activity".

On a phone

Troubleshooting

• "The document is not in the cloud yet". It cannot be shared until the sync finishes. Without a connected cloud the document stays on the equipment and cannot be shared by link.
• "File type not allowed" or "The file exceeds 25 MB". Convert the file to PDF, image or Word, or reduce its size.
• "Sync failed (will retry)". The cloud rejected the copy; the CRM retries on its own. If it persists, an administrator must check the connection in "Settings" › "Integrations".
• The stage cannot be changed. The "Move cases between stages" permission is missing, or the lock requires contract and deposit.
• "Delete document" is missing. Only users with "Delete documents" see it, by default the Administrator.