🚀 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
Find quick answers to common questions about Case Management, including Alerts and Cases. For more detailed guidance, follow the links to the related help articles.
General
What is Case Management?
What is Case Management?
Case Management is a module in Element451 that helps institutions identify student risk signals (Alerts) and turn them into accountable, coordinated work (Cases). It provides a shared place to triage concerns, assign ownership, track progress, and close the loop with clear outcomes.
What is the difference between an Alert and a Case?
What is the difference between an Alert and a Case?
An Alert captures a one-time signal that something happened (e.g., a missed class or grade drop). It's a decision point. A Case represents the ongoing work to resolve an issue over time. It's the system of record for that work. Alerts are triaged quickly; Cases are managed over time.
See Getting Started with Case Management for a full overview.
Where do I find Case Management?
Where do I find Case Management?
Navigate to Engagement > Case Management in the main navigation.
Alerts
How do I create an Alert?
How do I create an Alert?
Click the + New Alert button at the top right of the Case Management page. Fill in the required fields and click Submit. See Working with Alerts for details.
What are the Alert resolution statuses?
What are the Alert resolution statuses?
Alerts have the following resolution statuses:
Triage — the Alert is new and needs review (default)
In Progress — the Alert is being actively reviewed
Resolved — the concern has been addressed
Dismissed — the Alert was reviewed and no action is needed
Escalate to Case — the Alert requires a Case for ongoing follow-up
Can an Alert belong to more than one Case?
Can an Alert belong to more than one Case?
No. An Alert can be related to only one Case at a time. If you un-relate an Alert from a Case, it can then be related to a different Case.
Do Alerts expire automatically?
Do Alerts expire automatically?
Alerts do not "expire." They are organized into Open and Closed views, which you can toggle when viewing the Alerts table to filter by status. We consider an Alert "closed" when it's resolution is Resolved, Dismissed, or Cancelled.
What does "Reviewer" mean on an Alert?
What does "Reviewer" mean on an Alert?
The Reviewer is the staff member or team accountable for triaging the Alert. This term is intentionally different from "Assignee" (used on Cases) because Alert ownership is expected to be short-lived and decision-oriented.
Cases
How do I create a Case?
How do I create a Case?
Click the + New Case button at the top right of the Case Management page. Fill in the required fields and click Create. Cases can also be created by escalating an Alert or through automation (coming soon). See Working with Cases for details.
What are System Status Groups?
What are System Status Groups?
System Status Groups are four fixed categories that organize custom statuses: To Do, In Progress, Resolved, and Cancelled. Every custom status must belong to one System Status Group. See Case Settings for configuration details.
How do I mark a Case as complete?
How do I mark a Case as complete?
In the Case detail panel, click the Mark as complete dropdown button at the top right. Select a status from the Resolved group to complete the Case.
What does making a Case "Private" do?
What does making a Case "Private" do?
A Private Case is completely invisible to anyone who is not the Case creator, the Case Assignee, or a user with the View All Cases permission. Even administrators cannot see Private Cases without that permission. See Working with Cases for details.
Can a Case have multiple Assignees?
Can a Case have multiple Assignees?
Each Case has one Assignee (which can be a team or individual). However, you can add Subscribers who follow the Case for awareness without being responsible for resolution.
What objects can I link to a Case?
What objects can I link to a Case?
Cases can relate to Alerts, Tasks, Conversations, Appointments, and Documents. These related objects retain their native behavior and remain accessible in their original modules. See Relating Objects to Cases for details.
Permissions
Who can see Alerts and Cases?
Who can see Alerts and Cases?
Visibility is determined by multiple layers, and you must pass all applicable checks to see an Alert or Case:
Individual permissions — You must have the relevant Alert and/or Case permissions assigned to your user.
Alert & Case Type visibility settings — Configured at the permission group level, these settings control which Alert and Case types are visible to different user groups.
Contact visibility groups — If visibility groups are applied to your user, you may not see Alerts or Cases associated with students outside your visibility scope, even if you have general access to the module.
Case privacy — Individual cases may have privacy settings that further restrict who can view them.
Related object permissions — Objects inside a case (Conversations, Tasks, Appointments, Documents) each carry their own native permissions. Having access to a case does not automatically grant access to everything inside it — you'll need the appropriate permissions for each object type to see them within the case detail panel.
What permission levels are available for Alerts?
What permission levels are available for Alerts?
There are four Alert permission levels:
Access Alerts — view-only access
Manage My Alerts — create and edit Alerts you created
Manage My Team Alerts — create and edit Alerts created by your team
Administer Alerts — full control over all Alerts and Alert settings
Settings and Automation
Where do I configure Alert Types, Priorities, and other settings?
Where do I configure Alert Types, Priorities, and other settings?
Click the ⋮ (more menu) at the top right of the Case Management page to access Settings. See Alert Settings and Case Settings for more information.
Can I automate Alert and Case workflows?
Can I automate Alert and Case workflows?
Soon! The ability to automation creation and routing of alerts and cases is under development. Check back for updates and more information.
Are Alert Templates available?
Are Alert Templates available?
Soon! Alert Templates are currently in development. When available, they will allow you to pre-fill Alert fields for consistency and speed, with support for exact and relative due dates.