Given that there's an upcoming code sprint in the UK where rumor has it there will be some work done to improve CiviCase, I thought I would put my wishlist out there and get the community's response. I'm a pretty frequent and detailed user of CiviCase, and although the majority of our actual service delivery is interactive, either on the phone or in person, we send and receive a lot of email correspondence, some of which ends up being relevant to one or more cases. So one category of improvements I'd like to see involve the email processor and its functions.
I wish the email processor would:
We also tend not to put client's names in emails that we send outside our walls, but instead refer to case numbers. Currently, the only way to find a case or a contact by case number is through the full-text search. It would be nice if there was a specific search box to search by case number.
After using CiviCase very intensely for three years or so, I'm wanting to see the CiviCase dashboard (different from the client dashboard) laid out differently. I think it would be more helpful to see a single list of all my open cases (with the option to switch to everyone's open cases). In that list, it would help me to see the date of the last activity, the date of the next activity (scheduled or proposed) maybe a couple of other columns, like the case type (a field which we use to describe the service package we're offering, rather than the problem presented by the client).
So there you have it, my top three suggestions - email processor improvements, case number search, and updated dashboard. I'm curious to know what other intensive users of CiviCase think of these ideas. Whatever folks think, I wish the team a productive and fun time at the upcoming code sprint!