🚀 Case Management is Coming Soon!
This feature is currently in Closed Beta and limited to select partners. We'll keep you in the loop as we work toward a wider release.
Overview
Case Settings allow administrators to configure the types, statuses, and priorities that define how Cases work in your institution's Case Management module. These settings control the options available when creating and managing Cases.
This article walks through each Case settings page and explains how to configure them.
Accessing Case Settings
To access settings, click the ⋮ (more menu) at the top right of the Case Management page and select a settings option. Selecting any option will open Case Management Settings.
In the Settings left sidebar, expand the Cases section to find:
Types
Statuses
Priorities
Case Types
Case Types categorize the kind of work a Case represents. You can customize your Case Types to match your needs.
Element451 provides the following default Case Types to get you started. However, you can edit, rename, or delete them if you wish.
Academic
Advising
Conduct
Engagement
Financial
Retention
Wellbeing
Managing Case Types
Managing Case Types
The Case Types settings page displays a table with the following columns:
Column | Description |
Type | The name of the Case Type |
Description | A brief description of when this type should be used |
Enabled | Toggle — controls whether this type is available for use |
≡ (Drag handle) | Drag to reorder how the types appear in drop down menus |
⋮ (Actions) | Edit or Delete the type |
Adding a New Case Type
Click + Add Type at the bottom of the table to create a new Case Type.
Editing a Case Type
Click the ⋮ (more menu) and select Edit to update:
Name — custom name
Description — text area for the type's description
Enabled — toggle to enable or disable the type
Case Statuses
Case Statuses define the stages a Case moves through during its lifecycle.
This is the most detailed settings page in Case Management, because statuses use a two-tier system: fixed system status with custom statuses layered on top.
Element451 provides the following default Case Statuses to get you started. However, you can edit, rename, or delete them if you wish. (Note: You can only delete a status if another one exists in that system status group. Continue reading to learn more.)
Custom Status Name | System Status |
To Do | To Do |
In Progress | In Progress |
Resolved | Resolved |
Cancelled | Cancelled |
System Statuses
System Statuses
Every custom status must belong to one of four system status groups. These groups cannot be renamed or removed — they provide the underlying structure for the Case lifecycle:
System Status | Meaning | Examples |
To Do | Cases that are pending or not yet started | Not Started, Awaiting Assignment |
In Progress | Cases that are actively being worked on | In Progress, Waiting on Student, Under Review |
Resolved | Cases that have been completed successfully | Resolved, Referred to External, Graduated |
Cancelled | Cases that were closed without resolution | Cancelled, Duplicate, Withdrawn |
🚨 Important: At least one custom status must exist in each system status group. Element creates default statuses for you, which you can rename or edit.
Default Status
Default Status
At the top of the Case Statuses settings page, a dropdown lets you choose the default status for newly created Cases.
For example, "Not Started" means when you click "Create Case," the form will open with the status "Not Started" pre-selected for you.
Managing Custom Statuses
Managing Custom Statuses
Each System Status Group section shows:
+ Add button to create a new custom status within that group
A list of custom statuses, each with a drag handle (≡) for reordering how they appear in drop down menus and an actions menu (⋮)
Editing a Status
Click the ⋮ (more menu) on a status and select Edit to open the edit panel. From there you can edit:
Name
Status Group — a dropdown that lets you move this status to a different group (e.g., moving a status from To Do to In Progress)
🧠 Good to Know: Statuses in the Resolved group appear in the "Mark as complete" dropdown on the Case detail panel. When a user clicks Mark as complete, they select from the Resolved statuses (if more than one exists).
Case Priorities
Case Priorities define the urgency levels available when creating or managing Cases. Each priority has a custom color and icon for visual distinction in list views.
Element451 provides the following default Case Priorities to get you started. However, you can edit, rename, or delete them if you wish. (Note: You can not delete the Critical priority because it's used by the system to count the total number of Critical cases to display on the All Cases table.)
Critical
High
Medium
Low
Managing Case Priorities
Managing Case Priorities
The Case Priorities settings page works identically to Alert Priorities. The table shows columns for Custom Priority, Icon, Color, Enabled toggle, drag handle, and actions menu.
Adding a Custom Priority
Click + Add Custom Priority at the bottom of the table.
Editing a Priority
Click the ⋮ (more menu) and select Edit to update:
Name — enter a custom name
Icon — select from the icon library
Color — set a hex color code with visual swatch preview
Enabled — toggle to enable or disable the priority
✨ Pro Tip: You can enable or disable priorities directly in the table without opening the edit panel, making quick configuration changes easy.
Case Templates
🚧 Coming Soon: Alert Templates are currently in development and not yet available. This section will be updated when the feature is ready.
Case Templates will allow you to pre-fill Case fields for speed and consistency. Templates are especially useful when creating Cases through automation or when your team frequently creates the same type of Case.