Version 1.7.0.0 - Smarter Case Management, Greater Flexibility, Stronger Control

Overview

Version 1.7.0.0 represents a major evolution of One Cases, significantly expanding the platform's ability to support different types of operational case-management processes.

This release introduces a more scalable, template-driven case architecture, allowing organisations to manage very different processes within the same One Platform while maintaining the information, terminology, security and workflows relevant to each case type. The underlying design specifically moved towards account-optional cases, multiple contact relationships and separate information for individual case types.

This release focuses on:

• Introducing a flexible, configurable Case Type architecture

• Supporting richer relationships between Cases, Contacts and Accounts

• Introducing dedicated Case Files

• Strengthening security for confidential and restricted cases

• Providing richer case dashboards and operational insight

• Improving case lifecycle management and audit history

• Enhancing SLA, escalation and case-progress monitoring

• Providing greater control over timesheet locking

• Resolving reported issues and improving overall platform stability

  
  

The result is a faster, more stable platform that provides users with better visibility of priorities, deadlines, and responsibilities.

Key Enhancements

🧩 Flexible Case Types & Specialist Case Management

One of the most significant changes in version 1.7 is the introduction of a more scalable, template-driven case architecture.

Case-specific information can now be separated from the core Case record, allowing different types of Cases to capture the specialist information required by their process without continually expanding the central Case Register. The upgraded design uses dedicated child structures such as Case Type - Data Protection, with the same architecture available for other specialist case types.

The underlying build architecture was specifically designed around per-template details, allowing the core Case to retain common information while specialist case data is maintained separately.

This creates a much more scalable foundation for organisations that use One Cases across multiple teams and operational processes.

⚙️ Configurable Case Categories, Stages & Processes

Case Types can now be configured with their own operational structures rather than every type of Case having to follow the same process.

Version 1.7 supports configurable:

• Case categories

• Stages

• Root-cause values

• Severity rules

• Resolution targets

• Escalation targets

  
  

Categories can be defined independently for individual Case Types, while stage and root-cause values can reflect the terminology appropriate to the process being managed.

This allows One Cases to accommodate very different operational models within the same platform.

👥 Multiple Contacts & Richer Case Relationships

Cases are no longer restricted to a single contact relationship.

Version 1.7 allows multiple Contacts from different Accounts, as well as individuals who are not associated with an Account, to be linked with the same Case.

Each relationship can include relevant information such as:

• Contact role

• Notes

• Associated organisation

  
  

The primary contact terminology can also be configured to better reflect the process being managed, with examples including Case Lead, Incident Lead and Fee Owner.

This provides a considerably richer view of everybody involved in a Case and supports more complex scenarios involving clients, advisers, representatives and external specialists.

🏢 More Flexible Account Relationships

The underlying Case architecture has also been updated so that an Account does not have to be present for every Case.

The v1.7 architecture explicitly introduced an account-optional Case model. This provides greater flexibility for processes centred around an individual, event or internal matter rather than a conventional client Account.

📁 Case Files

Version 1.7 introduces improved Case Files, giving users direct access to the documents and supporting information relating to a Case.

Case Types can determine where their associated documents are stored within SharePoint, allowing different operational processes to use appropriate document locations while maintaining access through the Case itself.

This provides a more complete case-management experience by bringing structured Case data, activities, contacts and supporting files together.

🔒 Restricted Cases & Enhanced Case Security

Sensitive Cases can now be locked to provide stronger information protection.

When restricted, the Case is limited to the assigned user and authorised platform administrators. The v1.7 design specifically introduces restricted Cases so sensitive information can be protected from users who would ordinarily have wider access to Cases.

Restricted Cases are also excluded from wider Case views and searches where that access would otherwise expose the Case.

This makes One Cases more suitable for confidential processes where information should be visible only to the people responsible for managing the matter.

🛡️ Case Type Access Control

Access can also be controlled at Case Type level.

Users can be assigned the Case Types relevant to them so that people who do not work with a particular process do not need to see its templates or associated Cases.

This helps simplify the user experience while supporting organisational separation between teams or operational functions.

📜 New Case Timeline & Audit History

The Case Timeline has been expanded to provide a much clearer history of important Case activity and progression.

Version 1.7 can capture significant Case changes alongside activities and notes, including changes to:

• Category

• Severity

• Stage

• Owner

• Account

  
  

The result is a stronger chronological audit trail showing not just the activities carried out against the Case, but how the Case itself progressed through its lifecycle.

🐞 Resolved Issues & Bug Fixes

Version 1.7.0.0 also addresses issues identified through ongoing customer use, implementation and testing.

• Case Contact associations – Resolved an issue where Case Contacts could be incorrectly associated with the selected Account.

• Case closure terminology – Corrected inconsistent labelling within the Case closure process, replacing Cancel with the appropriate Close terminology.

• Case Type switching – Removed an unnecessary warning when changing the Case Type of a new, unsaved Case where no specialist Case data had yet been created.

• Case Files and document locations – Improved the handling of configured SharePoint document library locations, ensuring Case Files use the appropriate library configuration.

• Incomplete and blank values – Improved null-value handling within Case-related workflows to prevent failures where optional or expected information is blank.

• Project control loading – Resolved an issue where the Project control could fail to load correctly from an Account. This fix was incorporated into version 1.7.

• Sales lead activity history - Resolved an issue where activity history related to a sales lead would not clear when switching between lead records.