Working with Projects
Projects are separate workspaces for different streams of work. Each project has its own cases, queues, team members, and configuration. This section covers how to create, configure, and manage projects.
What You'll Learn
| Topic | For whom |
|---|---|
| Creating a Project | Project leads — how to set up a new project workspace |
| Project Configuration | Project leads — how to name, describe, and configure project settings |
| Organizing with Queues | Project leads — how to create queues that represent your workflow stages |
| Project Dashboard and Boards | Everyone — how to visualize case flow and project health |
| Project Templates and Mappings | Project leads — how to map case templates to case types |
| Project Team and Access | Project leads — how to add members and control permissions |
| Project Documents | Everyone — how to store and manage project files |
Key Concepts
- Project: An isolated workspace for a specific stream of work
- Queue: A processing stage where cases wait for action (e.g., Intake, Review, Approved)
- Template Mapping: The binding between a case form template and a specific case type
- Board View: A kanban-style visualization of cases moving through queues
- Project Role: Role assigned to a user within a specific project
- Dashboard: Project-specific metrics and visualizations
Common Tasks
- Creating a new project
- Setting up queues for your workflow
- Mapping templates to case types
- Viewing the project board
- Adding team members to a project
- Configuring project-level access and permissions
- Uploading and managing project documents