This article explains how to manage cases in Personio Whistleblowing.

Access and organize cases

Personio Whistleblowing provides designated case managers with functionalities to organize, assign, and prioritize cases in the reporting channels they're assigned to. 

Access cases

To access cases, select Whistleblowing from the main navigation bar in Personio. The Whistleblowing app opens in a new window. Use the options on the left sidebar to view all cases, unassigned cases, or cases assigned specifically to you. Keep in mind that you will only be able to see cases submitted to the reporting channel(s) where you are a designated case manager.

Cases display in a ticketing style list, and each includes the following components:

• Case title (as defined by the reporter during submission)
• Creation date
• Case assignee (if assigned)
• Category (if assigned)
• Reporting channel 
• Status 
• Priority

Each case manager has a different view depending on their access rights and the reporting channels they're assigned to. See Add or remove case managers in Personio Whistleblowing.

Notifications

Case managers receive a notification in their Inbox and Dashboard on Personio as soon as a case has been submitted to a channel they are assigned. Click the notification to access the case and its details. 

• All case managers receive a notification via email and inbox in Personio when a new case is submitted to a reporting channel they're assigned to.
• Individual case managers receive a notification via inbox in Personio once they have been assigned to a case by another case manager.
• Individual case managers receive a notification via inbox in Personio once the reporter sends an update or reply. 

Filter and sort cases

Sort cases by last update or creation date

To change the way cases are sorted, follow these steps:

1. Go to Whistleblowing > Cases. Select Unassigned, Assigned to me, or All cases from the sidebar on the left.
2. By default, cases are sorted by Last updated. To sort cases by their creation date, click Last updated > Date created in the top-right corner.
3. Use the additional filter options at the top of the page to further refine the case list.

Filter cases by one or more components

Case managers can filter cases using the multi-select dropdown menus at the top of the page. To filter cases by one or more components, follow these steps:

1. Go to Whistleblowing > Cases. From the left sidebar, select Unassigned, Assigned to me, or All cases.
2. Click a filter at the top of the case list. (All assignees, All categories, All priorities, All statuses).
3. Activate the checkbox next to each component(s) you want to appear in the list view. 
4. Deactivate the checkbox next to each component(s) you want removed from the list view.
5. Click Done to update the list view according to your selections.
6. Repeat steps 1-5 to apply multiple filters at once.
7. To return to the original view, click a filter, re-activate all the checkboxes, and click Done. Repeat this until all checkboxes are activated across all filters.

Case logs

Select any case from the list to open its full case log and messaging system. Expand the sections below for a description of all case log components.

Full case history and details

• Case title: Entered by the reporter when submitting the report. It cannot be edited.
• Time of submission: This appears above the title and displays the time elapsed since the report was submitted.
• Communication history: All communication between the case manager and reporter appears in a chronological thread of messages. The thread begins with the original report submitted, and includes all subsequent communication between the case manager and reporter, including attachments.
• Change history: All changes made to the assigned case manager or status, including who performed the changes, are logged with time stamps
• Messaging interface: Use the text box to message the reporter. Use the paperclip icon to add an attachment.
• Time stamps: Everything in the case log is time stamped, showing the time elapsed since that action was performed. Hover over the time stamp to see the precise date and time of the action.
• ... icon: This icon is located at the top of the case log, to the right of the title. Click this to access the option to delete the case.

Case information and Service-Level Agreement tabs

Info tab

This tab is located on the sidebar to the right of the message history and displays the following:

• Status: Case managers can change this depending on their progress with the case. When this is changed, it reflects in the case log and both reporter and case manager can see it.
  The status options are: To do, In progress, Waiting, Resolved.
• Reporting channel: Selected by the reporter in the submission form. (The Branch option). It cannot be changed. 
• Assigned to: Displays the case manager currently assigned. This appears in the case log for both case managers and reporters. Case managers cannot respond to reporters anonymously.
• Category: Displays the category, if originally selected by the reporter, or updated by the case manager. No category is possible. The reporter cannot see the category assigned to their case.
• Priority: Displays the priority currently assigned to the case. No priority is possible. The reporter cannot see the priority assigned to their case.

SLA tab

This tab is located on the sidebar to the right of the log and displays the following: 

• Acknowledge by date: The date by which a case manager must acknowledge the report. The defined requirement is listed below. (Ex: Within 7 days).
• Provide substantial update by date: The date by which the case manager must provide a substantial update. The defined requirement is listed below. (Ex: Within 3 months).

Note:
The timelines for acknowledgement and providing a substantial update were established in the product to follow the EU Whistleblowing legislation, and cannot be customized.

Manage cases

Change or update case components

Case managers can change certain case components, like the Status, Assigned case manager, Category, or Priority. To change any of these, follow the steps below:

1. Go to Whistleblowing > Cases.
2. Find and select the case to open it. 
3. Click Info on the sidebar to the right. 
4. Click the component you want to update, remove, or unassign.
5. Select an option from the list that appears, or click remove/unassign.

All changes automatically appear in the case log, and the reporter will see any replies or updates related to the case manager or status.

Tip
Case managers within a reporting channel can assign a case manager, update the category, set the priority, or change the status of a case directly in the list view. Click a component to view the available actions.

Respond to a case

To respond to a case, follow these steps:

1. Go to Whistleblowing > Cases > Assigned to me.
2. Open the case you want to work on.
3. Under the Info tab on the right sidebar, select any components relevant to the request, such as the status, priority, and assigned case manager.
4. Type your reply in the message bar at the bottom of the request and click Send reply.
5. Return to the Info tab on the sidebar and adjust the status of the request if necessary.

The reporter will be able to see your reply and any updates to case manager or status.

Resolve a case

To resolve a case, and archive it, follow these steps:

1. Go to Whistleblowing > Cases.
2. Find and click the case to open it. 
3. Click Info on the sidebar to the right.
4. Click Status > Resolved.

The case appears as Resolved for both the case manager and reporter. The case moves to Whistleblowing > Cases > Archived and no longer appears in any case lists. Reporters and case managers can no longer respond or add attachments.

Restore an archived case

To restore an archived case, follow these steps:

1. Go to Whistleblowing > Cases > Archived.
2. Find and click the case to open it.
3. Click Info on the sidebar to the right.
4. Click Status and update the status.

The case will return to the list of open cases, and the progress will be updated for the reporter.

Delete a case

To delete a case, and permanently delete all its content, including messages and attachments:

1. Go to Whistleblowing > Cases.
2. Find and click the case to open it. 
3. Click the three dots icon > Delete case.
4. In the confirmation window that appears, type "DELETE" in the text box.
5. Click Delete case.

To delete a case from the archive, go to Whistleblowing > Cases > Archive and follow steps 2-5 above.

Note:
Deletion is not automated, so case managers must delete reports to comply with the statutory retention period. Once deleted, no data is retained in the system.