Log findings and outcomes on a case
Who this is for: HR agents working on cases in Jira Service Management. If you’re new to case management, start with What is case management in Jira Service Management?
Case management is in Early Access. It’s available on the Free plan for company-managed service spaces. Register your interest to join the EAP.
Cases capture complex, sensitive HR work in one place. As an HR agent, you record findings and outcomes in the case notes on the case as the work progresses — so anyone working on the case sees the same structured record.
This article covers:
Before you begin — what you need to record on a case
What you can record on a case — the forms case management gives you
Open a case — how a case is created from a mapped request type
Add a finding and record an outcome — the day-to-day workflow
Who can edit a case — what each role can do
はじめる前に
A service space admin has turned on case management and mapped at least one request type to the case work category.
You have edit work item permission on the case.
Help seekers don’t see the case component. Only people in the service space with work item access can see and edit a case, controlled by your existing access settings.
What you can record on a case
On a case, you build up a record in case notes. Case management gives you two ready-made forms to add to case notes:
フォーム | 用途 |
|---|---|
Finding form | Capture an allegation or matter to investigate, what you found, the determination you reached, the people involved, and supporting evidence. |
Outcome form | Capture the decision your team reached at the end of the case. |
You can add more than one finding to a case. Each finding you save appears as an entry in case notes, labelled with its determination.
Add a finding
Log a finding for each allegation or matter you investigate. You can add as many findings as the case needs.
Open the case and go to case notes.
Select Add findings to open the finding form.
Fill in the fields on the form. For example, for Investigations findings:
Allegation or matter to investigate — what was raised.
Finding — what you concluded, with the supporting detail. Keep the language factual.
Determination — your conclusion for this finding (for example, substantiated, unsubstantiated, or inconclusive).
The people involved and any supporting evidence, where the form provides these.
Select Save. The finding appears in case notes, labelled with its determination.
To add another finding, select Add findings again.
To change or remove a finding, open it from case notes and use the more actions menu (...) to edit or delete it.
Record an outcome
When the case resolves, record the outcome your team reached.
Open the case and go to case notes.
Add the outcome form for the case.
Record the decision your team reached, along with the reasoning behind it.
[保存] を選択します。
Outcome decisions are part of the formal record of the case. Once you’ve recorded an outcome, treat it as the source of truth for the result of the investigation.
Who can edit allegations, findings, and outcomes
HR agents with edit work item permission can add and update allegations, findings, and outcomes.
Service space admins can do the same and also manage how the case work category is set up.
Other agents in the service space can view a case if they have work item access; standard issue security still applies.
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