This guide shows how to log work against the right case in Case Management by adding the record from inside the case itself, so the entry cannot land on the wrong one.
Records are the case timeline: contacts, appointments, notes and actions. When you start from inside a case, the Case field is already filled in with that case.
Open the case's records
In the Case Management sidebar, open Client cases.
Select the client, then select the Cases tab.
On the case you want, select View Case.
Stay on the Records section — it is the first section inside a case.
If the case has nothing on it yet, you see No records on this case yet. with an Add the first record button, which opens a new note on this case. Otherwise, select Create new at the top right.
Choose the record type
Create new offers:
Contact — you spoke to, wrote to or otherwise reached the client (or someone on their behalf). Use it for phone calls, emails, letters and drop-ins.
Appointment — a booked session with the client, past or upcoming. Use it when there is a date and a start time and you want attendance recorded.
Note — a case note about the client or the work: an update, a decision, a handover, a summary of something that does not fit a contact.
Action — something to be done. An action is a task: it appears in My tasks for whoever it is assigned to, and in this case's Tasks section.
Consultation — only appears if your organisation has consultation templates. It opens the structured consultation form instead of the record editor.
Fill in the record
If your organisation has record templates, use Prefill from template to start from one. It fills the title and content for you, and you can edit everything afterwards.
Check Type. It matches what you picked from the menu — Contact, Note or Action — and you can change it here.
For a contact, set:
Contact way — Outbound (you contacted them), Inbound (they contacted you) or Appointment.
Contact method — In person, Phone, Video chat, Email, Message or Letter.
For an appointment, set Contact way to Appointment and use Attendance: Not recorded, Attended, No show, Cancelled by staff or Cancelled by client. Written methods such as Email and Letter are not selectable for an appointment.
Enter a Title that will make sense in a list months from now, and write the detail in Content.
Check Case. It is already set to the case you opened, which is the point of starting here. You can still change it, or choose No case to link the record to the client only.
Check Assignee. It defaults to you, the signed-in staff member. Change it if the work belongs to a colleague — for an Action, this is who gets the task.
Set the Date (labelled Due date on an action) and, where relevant, the Start time. Common half-hour start times are offered as you type.
Set Time spent (minutes) to how long the work took. This is what your organisation's time reporting counts, so fill it in even for short pieces of work. Common durations are offered as suggestions, and you can type any number.
Turn on Mark as key event if this record is one of the moments that matter on the case. Key events carry a badge in the timeline and can be filtered with the Key events only switch.
Use Attach files to add documents, letters or photos to the record. Attachments on one record can total up to 25 MB.
If the record should also go to the client's clinical system, tick Save to clinical record in the Clinical record box, then check Destination (leave Detect automatically unless you need a specific system) and add SNOMED CT codes if your organisation uses them. Leave the box unticked if the record stays in Case Management.
Select Save record.
You see Record added when it saves. An appointment needs a date, a start time and a duration greater than zero — without them you get Appointments need a date, start time, and duration greater than zero. and nothing is saved.
What you cannot add here
The record editor logs work; it does not create the other things attached to a case:
Referrals and signposts to services — use the client's Services tab, or the services directory.
Forms — send or complete them from the client's Forms tab.
Wellbeing trackers and concerns — use the Wellbeing & Concerns section inside the same case.
Tasks — the case's Tasks section is read-only. Create tasks from My tasks, or as an Action record here.
If you are asked about logging a referral
If what you wrote reads like a referral or signpost that has already happened, you may see Log this referral or signpost? after saving. Choose Log it to record it for reporting, or Not now to dismiss it. Logging records the referral only — no message is sent and nothing reaches the receiving organisation.
Check it landed on the right case
The new record appears at the top of this case's Records list, with a chip showing the case name.
Go back with All cases or Back to Cases.
On the case card, the Records count has gone up by one. Because the counts on a card are for that case only, this confirms the record went where you meant it to.
Notes
Saving a new appointment also puts it on the calendar.
If a record ends up on the wrong case, open it, select the edit (pencil) action and change Case — you do not need to delete and re-enter it.
A Consultation record reopens in the consultation form rather than the record editor, so use edit there to change its answers.
The Clinical record box changes once a record has been sent: instead of the tick box you see the transmission status, and any retry is done from the record's own detail window.
Related guides
What the Cases tab shows you
How to view a case in detail
How to create a task linked to a client
How to refer a client to a service
How to send or complete a form
How to add a tag to a client case