Skip to main content

Case Management

Help articles and troubleshoot issues.

General

General Case Management article guidance.

Case Management: Access Community Gateway webinarsIn this article, we share the webinars and slides for the Access Community Gateway.
Acknowledge alertsIn this article, we explain how alerts work in Mosaic, including bulk acknowledgment and managing unacknowledged staff alerts.
Check WhitelistingIn this article, we look at how to check and verify whitelisting settings in Mosaic.
Audit action codes for reporting tablesIn this article, we explain the definitions of the audit AUD_MO action columns.
Deletion of a completed Managed EventIn this article, we will explain if there is a way to delete a completed Managed Event.
Duo traditional prompt is ending in March 2024 and is being replaced by the Duo Universal PromptIn this article, we identify which version of Mosaic supports Duo Universal Prompt.
Checking the start and end time of the populate reports jobIn this article, we explain how to check the start and end time of the populate reports job.
Grey folders in Team WorkviewIn this article, we cover grey folders in Team Workview and how to remove incorrect team members.
HIE External Partner ID field limited charactersIn this article, we cover the character limit imposed on the HIE External Partner ID field when updating HIE External Partners.
Multiple browsers sessionsIn this article, we cover Mosaic’s support for multiple browser sessions.
Limits on teams, sub-teams, and work itemsIn this article, we explore limits on team sizes and work allocations.
PEN testingIn this article, we explain whether we perform Penetration (Pen) testing.
Organise training or consultancyIn this article, we outline how to arrange training or consultancy.
Report Repository upgrades and local changesIn this article, we explain how Mosaic Report Library updates work and whether upgrades affect local changes.
RCA requestsIn this article, we explain how long a Root Cause Analysis (RCA) will take for recent outages.
Self-hosted Reports Repository Release requestIn this article, we explain how to access and download the latest Reports Repository release.
Signs of safety local authorityIn this article, we explain why the Signs of Safety (Sofs) website may be inaccessible.
Security recommendation change for allowed file typesIn this article, we look at security recommendations for allowed file types.
Sexual orientation field or URIIn this article, we explain why there is no field or URI for sexual orientation in person details.
Workview pane shows another team member's workviewIn this article, we explain why another team member’s work view may appear in the Workview pane.
Checking your Mosaic versionIn this article, we explain how to check your Mosaic version.
Senders address on letters when acting for another workerIn this article, we explain how to include another worker’s name and address when sending letters or acting on their behalf in Mosaic.
Does Mosaic support the Welsh language (Cymraeg)In this article, we explore whether Mosaic supports the Welsh language (Cymraeg).
Access group service technical overview documentsIn this article, we explore where to find technical overview documents for the Access Group service and Mosaic continuity planning.
Annex A - service user group not returning correctlyIn this article, we explore why the report logic fails to include a child’s current category of need description for their active episode.
Clicking group working redirects to top of pageIn this article, we explain why clicking on Groups from the main summary screen menu redirects to the top of the page.
Change LDAP groupIn this article, we explore LDAP group assignment errors, including binding failures and authentication issues in directory setup.
Deleting a GroupIn this article, we explore how to delete a group in Mosaic, including steps for removing groups created in error.
Delete group typesIn this article, we will explain how to delete a group type.
Deleting an incorrect Service User Group for a service userIn this article, we explain whether you can delete an incorrect Service User Group (SUG) for a service user in certain situations.
Difference in IDs for group work step and individual closure stepIn this article, we explore why the group work step and individual closure step may have different IDs in Mosaic reports.
Data migration scriptsIn this article, we cover where to find the Data Migration script, load data in bulk, and review the specification in Mosaic.
Datacentre migrationIn this article, we provide key information on the datacentre migration, including timelines, impact, and support resources.
Client data views and changes logged in audit trail reportsIn this article, we explain what client data views or changes are logged in the audit trail reports.
Edit Reference DataIn this article, we explain how to edit reference data in Mosaic.
Loading NHS Numbers, CHI Numbers, and Documents into MosaicIn this article, we outline the processes for loading NHS numbers, CHI numbers, and documents into Mosaic.
Reports Ofsted fostering dataset returns changes for 2021–22 onwardsIn this article, we explain why certain fostering details may be missing from the OFSTED Fostering Return and how to resolve them.
Sole Next ActionIn this article, we look at why users can select the same next action when Sole Next Action Option Is Greyed Out.
Request for backup deletionIn this article we will explain how to delete a backup.
Access Local Government Families First Partnership ProgrammeFind all key information for the Access Local Government Families First Partnership Programme.
Case Notes

Learn how to manage and fix issues with case notes in Mosaic.

Difference between legacy case notes CASE_NOTES and standard case notes MO_CASE_NOTESIn this article, we explain the difference between the legacy CASE_NOTES table and the standard MO_CASE_NOTES table.
Case notes mergeIn this article, we explain how to merge groups and handle duplicate person records.
Finishing timed out case notesIn this article, we explain whether you can bulk clear or delete unfinished, timed-out case notes.
Incorrect update created by worker displayed in case notesIn this article, we look at why case notes might display an incorrect update of the created by worker.
Missing subject in timed out organisation case notesIn this article, we outline why timed out organisation case notes may not display a subject.
Organisation case note typesIn this article, we look at why the Type of note dropdown in Organisation case notes lacks an option for organisations.
Timed out case notes not appearing in unfinished case notes widgetIn this article, we look at issues with timed-out case notes in the Mosaic widget before and after the 22.1.0.0 upgrade.
Recover a deleted case noteIn this article, we look at whether a deleted case note can be recovered.
Case summary note word limitIn this article, we will explain the word count limit for the case summary note and whether it is possible to increase the word count limit.
caseNoteListSizeLimit system propertyIn this article, we explain what the caseNoteListSizeLimit system property does.
Configuration

Articles on Mosaic configuration.

Remove Incorrect record included in a groupIn this article, we explore how to remove a record mistakenly included in a group within Mosaic.
Add or remove cancellation or delete reasons for Workflow stepsIn this article, we explain where to add cancellation or deletion reasons for workflow steps.
Add rich text areas into repeating subsectionsIn this article, we explore why data loss can occur when using rich text areas in repeating subsections.
Conditional mandatory rule work in a Repeating SubsectionIn this article, we explore whether conditional mandatory rules work in second and later sections of a repeating subsection.
Refresh form template buttonIn this article, we explain why a workstep might not show the Refresh Form Template button.
Merge a step workflowIn this article, we will explain how to merge a step workflow.
Merge single subject worksteps prior to 21.1In this article, we show how to merge single-subject workflows into a group and why the merge option may not appear on individual worksteps.
Delete an organisationIn this article, we explain whether it's possible to delete an organisation from Mosaic.
Worker role validationIn this article, we provide a summary of how worker role validation works in Mosaic.
Update on an internal ticket for professional services or projectsIn this article, we explain how to get an update on professional services or project internal ticket.
Amend, cancel or delete a service or elementIn this article, we explain what to do if you've added an element by mistake and can't cancel it.
Use of stylesheetsIn this article, we explore accessibility options in Mosaic, including stylesheets, screen colours, and font adjustments.
Updating the communication needs optionIn this article, we explain how to update the communication needs option.
Character limit for DM_TABLESIn this article, we explain why there's a character limit for DM_TABLES.
Manage due date rulesIn this article, we explain, how do you manage the due dates in Mosaic.
Add or end carer unavailability types reference dataIn this article, we explain how to add or end carer unavailability types in Mosaic.
Updating the strapline message in UmbracoIn this article, we explain how to update the strapline message in Umbraco to reflect current site messaging.
Change the CHECK_SERVICES_FOR_CASE_CLOSURE system property to TrueIn this article, we explain how to update the system property using an update statement.
Add or update SEN types in MosaicIn this article, we explore how to add or update SEN types in Mosaic.
Case status behaviour - Workflow steps configIn this article, we explain case status behaviour, key differences between open and reopen, and where status is stored.
Case View Alert functionalityIn this article, we explain how Case View Alert works.
Closing a case due to inactivityIn this article, we look at closing a case due to inactivity after multiple unanswered reminders.
Configuring case historyIn this article, we explain how to configure and enable case history.
Configuring case review meetingsIn this article, we advise on how to configure a case review meeting, create a new meeting type, and amend an existing one.
Transfer of support coworker casesIn this article, we explain how to transfer all open cases to a colleague before leaving the business.
Badges and Case Status Indicators overviewIn this article, we explain Mosaic Badges, Case Status Indicators, and how to set badge permissions.
Record of slavery and radicalisationIn this article, we explain how to record concerns related to slavery and radicalisation.
Assign work in bulkIn this article, we explain how to bulk assign work in Mosaic.
Subjectless stepsIn this article, we explain how subjectless steps work and why next actions may not be available.
Upcoming changes to the 2024/2025 Fostering Data SetIn this article, we explain OFSTED's proposed changes for the 2024-25 Fostering data set.
Access Mosaic email configuration 24.1.0.0 onwardsInitial configuration for Mosaic email from version 24.1.0.0 onwards
Help Articles

Find step-by-step guides, troubleshooting tips, and how-to articles.

Record a case history summaryIn this article, we explain how to record a case history summary.
Timeout period for case notesIn this article, we explain which property controls the timeout period for case notes.
Delete a Carer period of unavailability from a carer recordIn this article, we explain how to delete a Carer period of unavailability from a carer record.
Record a placement order alongside a care orderIn this article, we will explain how to record multiple looked after legal statuses.
Upgrade RequestsIn this article, we explain how to request an upgrade if you have a Hosted or Managed Service arrangement for Mosaic.
Check for changes to systems functionIn this article, we show where to check changes to system functions.
Change the value of a reports switchIn this article, we explain how Reports switches guide the Reports Populate Job in locating.
Reports population script: workflow and incremental processingIn this article, we explain how the Reports Population Script works and whether it processes data incrementally.
Number of active people on MosaicIn this article, we explain how to find out how many 'people' are recorded in Mosaic.
Identify the reporting table for group start and end datesIn this article, we identify the reporting table where group start and end dates are stored.
Record a social worker registration number in MosaicIn this article, we show where to record a social worker’s registration number on the worker summary screen in Mosaic.
Schedule delays for the next actionIn this article, we explain how the scheduled delay for the next action works.
Steps to raise project casesIn this article, we explain how to raise a project case.
Bulk loading Social Worker Registration Number dataIn this article we show how to bulk load and update Social Worker England registration numbers using a migration script.
Linking a step-in organisation to a service user's workflowIn this article, we will explain if it's possible to link a step-in organisation to a service user's workflow.
Orion EIV integration stopped workingIn this article, we look at why the Orion EIV integration may stop working.
Supported Excel versionsIn this article we explain which versions of Excel are supported for Mosaic and Mosaic Reports to ensure compatibility.
Usage of mobile devicesIn this article, we explain if you can use Mosaic on a Mobile or a Tablet.
Export a Person Summary to Word from MosaicIn this article, we explore how to output a person summary in Word format from Mosaic.
Guide to configuring templates for Word document exportIn this article, we explain how to set up templates for exporting documents to Word."
Export a document to Word from MosaicIn this article, we look at how to output a document to Word from Mosaic.
Make the View Map link display the correct address on the Person Summary screenIn this article, we explain why the View Map link may show your location instead of the person’s address, and how to fix it.
Add additional information on the Worker Summary screenIn this article, we explain how to add additional information on Worker Summary screen.
Customer Success Portal - Become a supervisorIn this article, we explain how to become a supervisor on the support portal, enabling you to view all company cases.
Customer Success Portal - Create authorised contacts when on a Success PlanIn this article, we explain how to become an authorised contact so you can raise cases with the Access Group if you’re on a Success Plan.
Troubleshooting

These articles help you resolve common errors.