The Cases feature allows agencies to create, manage, track, and follow up on issues, requests, concerns, investigations, customer service matters, and internal workflows within Aaniie.
Cases can be assigned to staff, tracked through completion, searched using multiple criteria, and configured with follow-up reminders to ensure important items are not overlooked.
Common uses include:
Client concerns
Caregiver issues
Scheduling investigations
Billing inquiries
Compliance reviews
Internal tasks
Customer service follow-up
Navigate to:
Menu → Resources → Cases
The Cases page allows users to:
Search for existing cases
View case details
Create new cases
Monitor open and closed cases
The search area provides multiple filters to help locate specific cases.
Open Cases
Closed Cases
All Cases
Date Filters
Assigned Staff
Activity Tags
Case Status
Additional search criteria
When the Case Status field is left blank:
Open cases are included.
Closed cases are included.
This allows users to search all available cases at once.
After performing a search:
All cases visible to your security role will appear in the results list.
Results can be filtered further using the available search options.
The results grid provides a quick overview of case information.
Case Title
Primary Subject
Role
Follow-Up Staff
Assigned Staff
Status
To open a case:
Locate the case in the results list.
Click the Case Title link.
The full case record will open for review and editing.
To create a case:
Navigate to:
Menu → Resources → Cases
Click the Open a New Case icon.
Complete the required fields.
Enter any optional information needed.
Click Save.
The case will immediately become available for tracking and follow-up.
Fields marked with a red asterisk (*) are required and must be completed before the case can be saved.
Additional optional fields may also be completed depending on the situation.
The Case Title identifies the purpose of the case.
Client Complaint
Billing Inquiry
Missed Shift Investigation
Caregiver Follow-Up
Use clear, descriptive titles to make searching easier.
The Primary Subject identifies the person or entity the case pertains to.
Examples may include:
Client
Caregiver
Representative
Staff Member
This field helps organize and locate cases later.
When enabled:
Only the following users can view the case:
Assigned Staff
Associated Staff
Administrators
Employee investigations
HR matters
Sensitive client concerns
Compliance reviews
Private cases provide additional confidentiality.
When a new case is created:
Status automatically defaults to Open.
Common statuses include:
Open
Closed
The status can be updated as work progresses.
Assigns ownership of the case to a specific staff member.
The assigned user is generally responsible for:
Investigating the issue
Managing follow-up
Updating case details
Resolving the case
Additional staff members can be linked to the case.
Supervisors
Coordinators
Billing staff
Compliance personnel
Associated staff can collaborate on the case without being the primary assignee.
A follow-up reminder can be scheduled for the case.
Helps prevent missed follow-up activities
Improves accountability
Supports case management workflows
The system can generate reminder notifications based on the configured date and time.
Activity Tags can be attached to cases to improve organization and searching.
Scheduling
Billing
HR
Compliance
Client Concern
Tags make it easier to locate related cases in the future.
The Initial Communication section documents how the case originated.
This provides historical context and improves recordkeeping.
Examples:
Phone Call
Text Message
In Person
Website Inquiry
Records the date the initial communication occurred.
Records the time of the initial communication.
After completing the necessary information:
Review all entered details.
Click Save.
The case is immediately created and available for viewing, updating, and follow-up.
Create a case.
Assign to supervisor.
Set follow-up reminder.
Track resolution.
Create a private case.
Assign HR or management staff.
Document communication and follow-up.
Create a billing case.
Assign accounting staff.
Track investigation progress.
Create a case linked to the affected client or caregiver.
Assign scheduling staff.
Monitor until resolved.
Use clear case titles.
Assign cases to a responsible staff member.
Use follow-up reminders whenever action is required.
Apply activity tags consistently.
Mark sensitive matters as private cases.
Update case statuses promptly.
Document initial communications accurately.
Verify:
Search filters are correct.
Case Status is not restricting results.
Your user role has permission to view the case.
Private cases are limited to:
Assigned Staff
Associated Staff
Administrators
Verify appropriate permissions and assignments.
Verify:
Follow-Up Date and Time were entered correctly.
The case was saved after entering the reminder.
Verify:
All required fields marked with a red asterisk have been completed.
| Task | Location |
|---|---|
| View Cases | Menu → Resources → Cases |
| Search Cases | Menu → Resources → Cases |
| Open Case Details | Click Case Title |
| Create New Case | Open a New Case Icon |
| Assign Staff | Assigned To Field |
| Add Additional Staff | Associated Staff Field |
| Create Reminder | Follow-Up Date and Time |
| Restrict Visibility | Private Case Option |
The Cases feature in Aaniie provides a centralized method for tracking issues, requests, investigations, and follow-up activities. By using assignments, reminders, activity tags, and case statuses, agencies can improve accountability, organization, and communication while maintaining a complete history of case activity.