The case page is where you can manage case tickets related to the constituent. A case ticket is something that allows you to track constituent's concern, and manage it by way of categorizing, assigning, and setting up follow-up reminders respectively. If you wish to keep a simple note, the notes section would be best utilized.


Upon landing on this page you will see one of two things:

  1. A blank case ticket form 
  2. A list of case tickets


Case tickets in CivicTrack follow a Parent-Child structure, where the case ticket is the Parent, and case items are it's child. We'll see what this means in the examples below.


Creating a case ticket



  1. Click the add case link if you are not already presented with the blank case ticket form.
  2. Type in a description and the notes of the matter on the left hand side
  3. Select the correct open date
  4. Select a case type
  5. Select a sub type
  6. Select a case code
  7. Select a status
  8. Select who to assign this ticket to
  9. Click Add


Once a case ticket is created, it will appeared on the assigned users' home page. They will also receive an email notifying that a ticket has been created for them.


Creating a case item

You can record additional notes and actions, as you progress through a case ticket. This can be done by adding case items - these are considered child records to the parent case ticket.

  1. Click a case ticket
  2. Click the add case item link
  3. Type in a description and the notes of the matter on the left hand side
  4. Select an action
  5. Select who this should be assigned to
  6. Select a follow-up date reminder if applicable
  7. Click Add


If you added a follow-up date reminder, an email will be sent to you on that date, listing all the case tickets that need your attention.


Uploading attachments to a case ticket

Attachments can be uploaded to case items, through the add file link.


  1. Click the add file link
  2. Select the files from your computer
  3. Click Upload


Closing a case ticket

Once you have resolved the case ticket, you'll want to close it off so that it's no longer showing on the home page. To do this, simply set the case ticket status to 'Closed', and click update.


Reopening case tickets

Reopening a case ticket is as simple as setting the status back to Open.

  1. Click a case ticket
  2. Set the status to 'Open'
  3. Click Update