Bookings
      Back to home
      1. Knowledge Base
      2. Venues
      3. Bookings

      Case and Issue Management

      Learn how to manage complaints/feedback/incidents and post event reports with iVvy's Case Management Tool

      Case and Issue management is a feature to allow you to create complaints/ feedback/ incidents against bookings in the iVvy system, allowing you to assign to individuals and keep track of their progress.

      Please note this feature is an add on. Please reach out to Support@ivvy.com for more information. 

      To Create a New Case: 

      1. There are 3 areas in the system you can start to log a case:
        • Option 1: Navigate to Contacts > Case Management > Click 'Add Case'
        • Option 2: Navigate to Bookings > Case Management > Click 'Add Case'
        • Option 3: Navigate to Bookings > Bookings > Edit Booking > Create New > Select 'Case'
          Note:            This option will also automatically pre-fill the new Case with Booking and Contact information.
      2. Complete the following information:
        • Type: This will determine the Type of case this is, the options are:
          • Feedback
          • Complaint
          • Incident
          • Post Event Report
        • Case Ref: This is a randomly generated alphanumeric ID to identify the case. This can be changed to a manual entry if you prefer, though it must be unique within the account.
        • Booking Name: This search field will allow you to search for the booking this case is associated with.
        • Booking Ref: This will display the booking reference for the chosen booking.
        • Contact Type: This field will let you choose a Company or Contact for this Case, once chosen a new field will display allowing you to search for the Contact/Company. If a Company is chosen in the first selection then a Contact for that Company will need to be selected.
        • Venue: This search field will allow you to search for the Venue this case is associated with. 
        • Description: This large text field will allow you to enter a description of the case.
        • Attachment: This will allow you to upload and documents/images etc that are related to the Case

      3. Click 'Save' 

      Managing Cases 

      There are 2 areas in the system you can manage your cases:
      • Option 1: Navigate to Contacts > Case Management
      • Option 2: Navigate to Bookings > Case Management 

      From this screen you can Edit or Delete certain Cases from your Account/Venue. There is also a filter/search bar to allow you to filter or search for specific Cases.

      Once a case has been created, it will automatically have the Status of 'Open'. 

      There are 3 available statuses:

      • Open
      • In Progress
      • Closed

      Staff can edit the Case to update the Status is required can also assign an Owner who will be responsible for the Task.

      Once a Case is ready to be closed a User can edit the Case > Update the Status and Add an Outcome > Save.