Create a case

Create a case when a new matter starts, and add the client and your team in the same step.

1. 1

   Open Create New Case

   In Cases, choose NEW.

2. 2

   Describe the case

   • Case Title, which is required.
   • Tag ID, also required: a permanent label such as rear-end-2026, unique in your hub. Use letters, numbers, dashes and slashes; it's saved in lower case. Clients see it in notifications, so keep private details out.
   • Description, if you like. Clients don't see it by default.
   • Date Opened, Case Status and Case Type start at today, Active and General.
   • Stage, which starts at No stage. Creating a case at a stage doesn't add its milestone post.

   Fill in custom fields later, from the case's edit window.

3. 3

   Add the client and team

   Choose Assign Users, type each person's full email address or phone number, choose their Role and confirm with the tick. You aren't added automatically, so add yourself if you'll work on the case. Tick Email user about case assignment for everyone who should get their invitation now.

   For someone not in your hub yet, type their First Name and Last Name and choose Create and Assign.

4. 4

   Save the case

   Choose Save Case.

What happens next

Everyone you ticked gets an invitation by email, or by text if they have only a phone number. Your Assign Cases rules add their staff a few seconds later, and your Bootstrap Cases rules run for each person added. To invite someone later, see Invite a client to their case.

If something goes wrong

• "Case reference ID is already in use. Please choose a different one." Another case has that Tag ID. A deleted case keeps it until it's fully removed, which takes a while.
• "Case created, but assigning some users failed" Add the missing people from the case's edit window. This also shows when an Assign Cases rule already added them.
• "This user is disabled. Activate them before assigning them to the case." Re-enable them in Users first.
• Save Case stays greyed out. Fill in the title, Tag ID and type, and check the Tag ID's characters.