Organization of case types

Case types in your application are organized by type in a hierarchical format. The position of a case type in the hierarchy defines the parent-child relationships, methods of case creation, and scope for sharing information that the case type can support.

You can use the following types to classify each case type in your application:

  • Top level — A case type that does not have any parent case types but can become a parent of other case types.

    Top-level cases are typically created by case workers, and can propagate or aggregate case information. Not every top-level case type has child case types.

  • Child — A case type that represents work that must be completed to resolve the parent.

    Child cases are created by case workers or when an event, such as the creation of a parent case, occurs.

  • Remote — A top-level case type that supports users in a federation.

    Remote cases are created and processed in other applications.

You can create any number of top-level and child case types in your application.

Other items in your case-type hierarchy

In addition to the case types that you create or import, the following items can be present in your hierarchy of case types:

  • Case types that are listed on the Cases & data tab of your Application form.

  • Case types that belong to a class group in your application.

    These case types are denoted by (Work Pool) in their label.

  • Descendants of the Work- class that are covered by existing case types in your application.

    These work classes have limited functionality because they typically reside in a legacy application. It is recommended that you update the class to inherit from the Work-Cover- class or create a new child case type.

You can use the Case Type Explorer to review the structure of your case-type hierarchy.