Basic Concepts and Terminology

Case Reference Date

Many charts and reports focus on analyzing case data on specific dates or over a range of dates.

By default, Cubu uses the case's reference date property for these analyses.

For cases created through walk-in services, the reference date corresponds to the case's creation date. For appointment-based cases, the reference date is the scheduled appointment date.

Note: Cubu reports present the reference date in the local time zone of the unit where it was created.

The Case Lifecycle

A "case" is a record that encapsulates a customer's issue, storing key details such as a unique identifier, customer information, issue description, status, and priority.

A case transitions between various statuses throughout its lifecycle until it is resolved and closed. It can also move between different inboxes as it progresses through different business process steps. Each change in the case's status or inbox is recorded as a "case state".

The segment of the journey where states occur within a single inbox is called a "Phase." When a case moves to a different inbox, a new phase begins.

The following diagram depicts a case lifecycle:

Case lifecycle diagram

See also:

Introduction to Cases | Cubu Docs