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?
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.
Before you begin
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 ready-made forms to add to case notes:
Form | Use it to |
|---|---|
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. |
Wellbeing assessment | Capture concerns about an employee’s wellbeing, and the observations or indicators that prompted the assessment. |
Wellbeing outcome | Capture the support plan or resolution your team put in place after the wellbeing assessment. |
Performance assessment | Capture the performance concerns raised, the evidence reviewed, the expectations communicated to the employee, and any agreed improvement actions or timelines. |
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.
From the space navigation, select Cases.
Select the relevant case, then Case notes.
Select Add case note (+), then Investigation findings.
Fill in the fields on the form. For example:
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, such as substantiated, unsubstantiated, or inconclusive.
Add the people involved and any supporting evidence where the form provides these fields.
Select Save. The finding appears in case notes, labeled with its determination.
To add another finding, select Add case note (+), then Investigation 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.
From the space navigation, select Cases.
Select the relevant case, then Case notes.
Select Add case note (+), then Investigation outcome.
Record the decision your team reached, along with the reasoning behind it.
Select Save.
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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