How to handle a deviation case
A guide for case handlers on how to manage, follow up and close deviation cases in Huma
Table of Contents
- Roles and access
- Set up the module
- Set up case handlers
- Overview of incoming cases
- Handle a deviation case
- Case fields explained
- Export deviations
- FAQ
Roles and access
| Access | Role |
|---|---|
| View and handle all deviation cases | System role: Deviations → Deviation case handling |
| Export deviations | System role: Organization |
💡 There are two ways to grant the Deviation case handling role — through System settings → Roles, or directly from within the Deviation module under Settings → Case handlers.
Set up the Deviation module
System admin can set up the Deviation module.
💡 If you’d like to explore using the Deviation module in your company, contact us at support@hu.ma.
Set up case handlers
Before the Deviation module is put to use, you should designate who will be responsible for handling incoming cases. Without case handlers in place, no one will receive notifications when a deviation is reported.
- Go to the Deviations module
- Click "Settings" in the top right corner
- Click "Case handlers"
- Add the relevant people and click "Save"
💡 You can also assign a case handler to a specific case directly from within the case, useful if different types of deviations should be handled by different people.
⚠️ Case handlers handle all incoming reports. In order to become a case handler, a user is given the Deviation case handling permission, by being granted either the Deviation handler system role, or another system role that is configured with full access to that permission.
⚠️ If no case handlers are set up when a deviation is reported, Huma will send a notification to prompt administrators to configure case handlers.
Overview of incoming cases
In the Deviations module you can see all incoming cases with their status, category, severity and case number. You can filter cases by:
| Filter | Description |
|---|---|
| Status | Not started, In progress, On hold, Resolved, Dismissed |
| Category | Filter by deviation category |
| Severity | Critical, High, Medium, Low |
| Assigned to | Filter by assigned case handler |
Handle a deviation case
When a deviation is reported, open the case to review it and take action.
- Go to the Deviations module
- Click on the case you want to handle
- Review the reporter's description, incident date, direct actions and any attachments
- Update the case fields as needed (see below)
- Communicate with the reporter through the dialogue in the case if needed
- Update the status as the case progresses
💡 Both the reporter and the case handler receive email notifications whenever the case is updated.
Case fields explained
As a case handler, you can update the following fields:
| Field | Description |
|---|---|
| Status | The current stage of the case. See statuses below. |
| Severity | How serious the incident is — Critical, High, Medium or Low |
| Case handler | Assign a specific person to handle the case. If no one is assigned, all case handlers receive notifications. |
| Incident date and time | When the incident occurred |
| Direct actions | Any immediate steps taken at the time of the incident |
| Root cause | The underlying cause of the deviation. Supports ISO 9001 quality management — select a root cause category and describe it using the Five Whys method. |
| Due date | The deadline for resolving the case. A reminder notification is sent to the case handler if the case is still unresolved after this date. |
| Measures | What has been done to prevent the incident from happening again |
| Attachments | Files or photos relevant to the case |
Case statuses:
| Status | What it means |
|---|---|
| Not started | The case has been received but no action has been taken yet |
| In progress | The case handler is actively working on the case |
| On hold | The case is paused — for example while waiting for more information |
| Resolved | The case has been handled and closed |
| Dismissed | The case has been reviewed and closed without further action |
⚠️ The "Not started" status cannot be reverted once the status has been changed. Make sure to only change the status when you are ready to act on the case.
🔗 Read more about how to report a deviation in Huma.
Export deviations
Exporting deviation data gives you a useful overview of incidents across your organisation, for example to identify patterns, report to management or document compliance.
- Go to the Deviations module
- Click "Export" in the top right corner
- Apply filters if needed: (see table below)
- Click "Export"
| Filter | Description |
|---|---|
| Category | Filter by deviation category |
| Time period | Last month, this month, last quarter, this quarter, last year or this year |
| Current status | Filter by case status |
| Severity | Filter by severity level⚠️ The export reflects current values — if a deviation had Critical severity but was later changed to Medium, it will appear as Medium in the export. |
💡 Examples of useful exports:
- All critical deviations reported last month
- All deviations reported this year that are still unresolved
- All resolved deviations this year
FAQ
Can I assign a deviation case to someone who does not have the Deviation case handling role?
No. Only users with the Deviation case handling role can be assigned as case handlers.
Can I reassign a case to a different case handler?
Yes. You can change the assigned case handler at any time from within the case. The new case handler will receive a notification.
What is the Five Whys method?
The Five Whys is a technique for identifying the root cause of a problem by repeatedly asking "Why?" five times. Each answer forms the basis for the next question, helping you dig deeper until you reach the underlying cause rather than just the symptoms.
Can I delete a deviation case?
No. Deviation cases cannot be deleted. They can be set to "Dismissed" if they are not relevant or were submitted by mistake.
What happens if the reporter was anonymous — can I still communicate with them?
Yes. You can communicate with an anonymous reporter through the dialogue in the case. They will receive your messages but their identity remains hidden from you.
Can deviation cases be automatically routed to specific case handlers based on category?
No. Case handlers must be assigned manually. If no handler is assigned, all users with the Deviation case handling role will receive notifications about the case.