Explore

Case Overview

CASE DETAILS VIEW – DISPATCHER FLOW

1. Case States

Open/Ongoing Case

Can be in either Non-Edit State or Edit State

Closed Case

Read-only mode with Team Lead Comments Enabled

2. Open/Ongoing Case

2.1. Non-Edit State (View Mode)

When a dispatcher clicks on a case, they see all available information but cannot modify fields directly.

The following details are displayed:

Timestamps

Time to dispatch

Time case was created

Time call started & ended

Total call duration

Location Details

Incident location

Nearest landmark

Case Notes

Always available for dispatchers to add notes with:

Timestamp of each note

Dispatcher’s name

Assisting Dispatcher Log

If a second dispatcher joins, their name should be recorded.

Live Tracking of Responders/Ambulance

Available only in the ongoing case state.

2.2. Edit State (Updating Case Information)

Only the following fields are editable:

Location

Nearest Landmark

Security Access Details

Diagnosis & Case Details

Provisional Diagnosis

Severity Level

Number of Victims

Notes

Probable Cause

Caller Can Talk (Yes/No)

Category of Emergency

Request Source

Each field has a small edit icon next to it.

Clicking the edit icon enables that field for input.

Saving changes logs:

Timestamp of the change

Dispatcher who made the change

3. Closed Case (Read-Only Mode)

Only Team Leads can leave a final comment after a case is closed.

The comment:

Must be timestamped

Must log the Team Lead’s name

4. Case Details Tabs

4.1. Case Information Tab

Displays the following:

Patient Name

Location & Landmark (Editable)

Security Access Details (Editable)

Diagnosis Information (Editable)

Responder Tracking (Live Map View)

Visible only when the case is still open.

4.2. Secondary Interview Tab

Keeps current structure.

Adapts Edit & Non-Edit States.

4.3. Patients Tab

Retains existing details.

Ensures Edit & Non-Edit States apply.

4.4. Reports Tab

Revamped UI

Instead of a modal, clicking a report opens a dedicated page.

Details are structured for better readability.

Export Options

PDF Format:

Professional banking-style layout.

ERA Logo & watermark.

Excel Format:

Clean tabular format.

5. Alternative Flows

5.1. Multiple Dispatchers Handling a Case

If another dispatcher joins a case:

Their name is logged under "Assisting Dispatcher."

They can add case notes.

Editing permissions remain the same (only specific fields are editable).

5.2. Case Escalation

If a case requires higher-level intervention, a Team Lead can override details.

5.3. Attempted Edits on a Closed Case

Dispatchers attempting to edit a closed case see an error message:

"This case has been closed. Only a Team Lead can leave a comment."

6. Technical Requirements

6.1. Database Changes

Add timestamps to edits and notes.

Implement logs for:

Dispatcher activity

Changes made to case details

Assisting dispatcher involvement

6.2. UI/UX

Editable fields should have a small edit icon next to them.

Clicking an edit icon should:

Enable the input field.

Show a "Save" button.

Log the edit after saving.

6.3. Permissions

Table 12

Table 12

Column 1

Column 2

Column 3

Column 4

Column 5

Column 6

User Role

View Case

Edit Fields

Add Notes

Close Case

Add Final Comment

Dispatcher

✅

✅ (Limited)

✅

❌

Assisting Dispatcher

✅

✅ (Limited)

✅

❌

Team Lead

✅

✅ (Limited)

✅

There are no rows in this table

⁠

7. Business Rules

All cases must have a defined state (Open/Ongoing or Closed).

Fields cannot be left blank—if no data exists, display "No information available" instead of leaving fields empty.

Edits must be logged with timestamps and the dispatcher’s name.

Only Team Leads can close cases and add final comments.

Live tracking is only visible in an active case.

Reports must be exportable in structured PDF and Excel formats.

Mapping Calls to Cases Automatically

To ensure that every call is mapped to a case automatically when a case is created during an ongoing call, the system will need to register the following call details:

Caller’s Phone Number (Auto-captured)

Call Start Time (Auto-captured)

Call End Time (Auto-captured)

Total Call Duration (Auto-calculated)

How It Works

1. Auto-Matching Logic

If a dispatcher creates a new case while a call is ongoing, the system will:

Capture the phone number.

Start tracking the call’s duration.

Automatically associate the call with the case.

2. What Happens When the Call Ends?

Once the call ends:

The system updates the call end time.

The total call duration is calculated.

This data is stored in the Case Details.

3. Displaying Call Information in Case Details

When a dispatcher views the case, they will see:

Caller’s Phone Number

Call Start Time

Call End Time

Total Call Duration

These fields will be read-only to prevent manual changes.

Technical Implementation

Table 14

Table 14

Column 1

Column 2

Column 3

Column 4

Field

Source

Editable?

Auto-Populated?

Caller’s Phone Number

Captured from the call

❌ No

✅ Yes

Call Start Time

Timestamp when call begins

❌ No

✅ Yes

Call End Time

Timestamp when call ends

❌ No

✅ Yes

Total Call Duration

Difference between start and end time

❌ No

✅ Yes

There are no rows in this table

⁠

Alternative Scenarios

1. A Dispatcher Creates a Case After the Call Ends

If the dispatcher logs a case after the call has already ended, the system will:

Still link the phone number.

Fetch the last call duration and timestamps from the system.

2. Multiple Calls for the Same Case

If the same phone number calls again, the system will:

Log additional call details.

Track multiple call durations under the same case.

3. A Case is Created Without a Call

If a case is manually created without a call, the "Call Details" section will show:

"No call records available for this case."

Business Rules

A case should always be linked to a call if a call is active at the time of creation.

If a case is created after the call ends, the system will still link the last recorded call.

Call details are automatically recorded and cannot be edited.

If there are multiple calls for a case, each call must be logged separately.

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