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Creating a case template

In order to use the Create Case action, you'll need to create a template, which tells Jadu Central how to send information about the form to Jadu Connect.

Creating a case template​

  1. Open a form, and navigate to Templates in the top navigation bar.
  2. Click the Create Template button. A window will open, asking which type of action we want to create a template for.
  3. Select Create Case under the "Jadu Connect" section, and click the Next button. We'll then be taken to the template builder for this action.
  4. Enter a title and click the Next button.
  5. Select the case type in Jadu Connect to create the case under, and click the Next button.
  6. Complete the additional mappings. These are extra fields that Jadu Connect collects. You can map a question, variable or logic formulae to each one. Alternatively enter manual text by typing it into the search box for the field and pressing the return key.
  7. Leave the Run as signed in user toggle enabled. This ensures that the action is done by the signed in user, and not the user associated with the API key in Jadu Connect.
  8. Click Save to create the template.
tip

If you use the Verified Address - ESRI LocatorHub integrated component on your form and want to send the address to Jadu Connect you will need to map the QuestionName - Property variable. This will ensure the locator hub ID is also sent along with the UPRN and Jadu Connect can retrieve the correct address.

For all other standard address lookup components (SinglePoint, NLPGAnywhere etc...) use the QuestionName - UPRN variable.

Creating a case on a customer's behalf​

Using Jadu Central's internal forms functionality in conjunction with Jadu Connect, it is possible for staff members to raise a case on a customer's behalf.

To do this:

  1. First create a Create Case action template.
  2. Build a rule using this template on your form.
  3. Submit an internal form on behalf of a customer

When starting the internal form, it is important to pass the right information in the URL. In this scenario, the URL should be in the following format:

https://www.mysite.co.uk/jadu/xforms2/internal?formID=163&userFormID=-1&personReference={{ person.reference }}

The person reference parameter should be set to customer's corresponding Jadu Connect person reference. This will allow the Jadu Central form submission and Jadu Connect case to both be linked to the customer's account.

For more information, see Submitting on behalf of a customer.

Passing the person reference back to Jadu Connect​

When setting up the create case action template in step #1, a number of mappings will need to be set up. One of these may be called Person. A Person field expects a person reference, and is used to link the case to the specified person in Jadu Connect.

You should map the Person field to the Internal - Jadu Connect Person Reference variable. This will contain the person reference passed in the URL parameter when the form is submitted internally. When the form is submitted by a customer on the website, this variable will be empty, to ensure customers cannot link cases to other people in Jadu Connect.

note

Passing the person reference to an internal form will ensure the completed submission can be viewed by the user in their account page. However, this is only possible if the website uses Jadu Connect for handling customer accounts.