Zaak Afhandel App Features

Deprecation notice: The Zaak Afhandel App is no longer actively developed. Its functionality has been superseded by Procest (process and case management) and Pipelinq (CRM and pipeline management). This documentation is preserved for reference.

Zaak Afhandel App (ZAA) brings structured case handling (zaakafhandeling) into Nextcloud using Dutch government ZGW (Zaakgericht Werken) terminology and patterns. Case workers manage incoming cases from intake through resolution: assign tasks, exchange messages, log customer interactions, record decisions, and track every status transition — all from within Nextcloud.

Feature Index

Feature	Description
Case Management	Full ZGW-aligned case lifecycle from intake to closure
Task Management	Work items assigned to staff or customers
Customer and Staff Management	Citizen and employee records linked to cases
Contact Moments	Log all customer interactions per case
Documents	Attach and manage case-related files
Decisions and Results	Record formal decisions and case outcomes
Dashboard and Work Queue	Personal work queue with case overview
Search	Full-text search across cases, tasks, and customers
Notifications	Activity stream integration for case events

Case Management

Cases (zaken) are the central record in ZAA. Each case follows a defined lifecycle from intake through formal closure.

Case Lifecycle

Status	Description
Intake	Case received, not yet assigned
In behandeling	Assigned and actively being handled
Wacht op informatie	Waiting for information from citizen or external party
Afgerond	Formally closed with a result
Ingetrokken	Withdrawn by the citizen

Case Types (ZaakTypen)

Case types (zaaktypen) define workflow templates for categories of cases:

• Workflow configuration and allowed status transitions
• Required custom metadata fields (eigenschappen)
• Default roles and responsibilities
• Document type requirements

Case Properties (Eigenschappen)

Custom metadata fields per case type allow organisations to capture domain-specific information beyond the standard ZGW fields. Eigenschappen are typed (string, date, number, boolean) and can be required or optional.

Roles (Rollen)

Typed relationships between parties and a case:

Role Type	Description
Behandelaar	Primary case handler
Adviseur	Advising party
Initiator	Party that initiated the case (often the citizen)
Belanghebbende	Interested party
Medeaanvrager	Co-applicant
Beslisser	Decision maker
Klantcontacter	Customer contact person

Controller: lib/Controller/RollenController.php Service: lib/Service/ZGWLogicService.php

ZGW Data Standard

All case data conforms to the ZGW (Zaakgericht Werken) standard defined by VNG-Realisatie:

• Cases map to the ZGW Zaken API data model
• Case types map to ZGW ZaakType definitions
• Roles, results, and decisions follow ZGW terminology
• The app can proxy ZGW API calls to an external Zaken API instance

Task Management

Tasks (taken) are work items that can be assigned to a staff member or customer as part of case handling:

• Title, description, and due date
• Assignment to a Nextcloud user or external party
• Status tracking (open, in progress, completed, overdue)
• Link to a parent case
• Priority levels

The Taken widget on the Nextcloud Dashboard shows the current user's open tasks at a glance.

Controller: lib/Controller/TakenController.php View: src/views/taken/

Customer and Staff Management

Customers (Klanten)

Citizens and organisations involved in cases are registered as klanten:

• BSN (for individuals) or KVK number (for organisations)
• Name, address, contact details
• Full interaction history across all cases
• Link to the OpenKlant API for federated customer data

Controller: lib/Controller/KlantenController.php

Staff (Medewerkers)

Employees who handle or advise on cases:

• Nextcloud user account linkage
• Department and role information
• Active case and task load
• Availability status

Controller: lib/Controller/MedewerkersController.php

Contact Moments

Every customer interaction is logged as a contactmoment:

• Interaction type (call, email, walk-in, appointment, web form)
• Date, time, and duration
• Participants (staff member and customer)
• Summary and outcome notes
• Link to the case and any resulting tasks or decisions

The complete interaction history per customer or case is available in a chronological timeline view.

Controller: lib/Controller/ContactMomentenController.php View: src/views/contactMomenten/

Documents

Case-related files are managed through the documenten feature:

• Attach files from Nextcloud Files or upload directly
• Document type classification
• Version tracking
• Link to an external DRC (Documentregistratiecomponent) via ZGW API

Documents are accessible from the case detail view and from the Documents section.

Controller: lib/Controller/DocumentenController.php View: src/views/documenten/

Decisions and Results

Decisions (Besluiten)

Formal case decisions are recorded and linked to the case:

• Decision type and reference
• Date issued and effective date
• Responsible decision maker (role)
• Link to supporting documents
• Beroepstermijn (appeal period)

Controller: lib/Controller/BesluitenController.php

Results (Resultaten)

The final outcome of a case (resultaat) is recorded at case closure:

• Result type from a configured result type list
• Toelichting (explanation)
• Archive classification (archiveringsaanduiding, bewaartermijn)

Controller: lib/Controller/ResultatenController.php

Dashboard and Work Queue

The Dashboard view is the primary entry point for case workers. It shows:

• Personal work queue: open cases assigned to the current user
• Open tasks with due dates
• Recent contact moments
• Quick-access buttons for creating new cases and tasks

Nextcloud Dashboard Widgets

ZAA registers multiple widgets in the Nextcloud Dashboard:

Widget	Description
Zaken	Open cases assigned to the current user
Taken	Open tasks assigned to the current user
OpenZaken	All open cases (for managers)
ContactMomenten	Recent customer interactions
Organisaties	Active organisations
Personen	Key contacts

View: src/views/dashboard/

Search

Full-text search across cases, customers, tasks, and contact moments. Supports:

• Keyword search across all text fields
• Faceted filtering by case type, status, assigned user, and date range
• Optional Elasticsearch backend for large datasets

Controller: lib/Controller/ObjectsController.php View: src/views/search/

Notifications

ZAA integrates with the Nextcloud Activity system. Case lifecycle events generate notifications:

• Case assigned to you
• New message on your case
• Task approaching due date
• Status changed on a case you are following
• New decision on a case

Event listeners: lib/EventListener/

Architecture

Backend

Layer	Description
Controllers	REST API controllers per entity type (Zaken, Taken, Klanten, etc.)
Services	Business logic: ZGWLogicService, CallService, ObjectService
ZGW Proxy	CallService proxies ZGW API calls to external Zaken API instances

Frontend

Layer	Description
Views	Route-level Vue 2 components per entity type
Stores	Pinia stores per entity with CRUD operations
Entities	Zod-validated entity classes for type safety
Modals	CRUD modals for create/edit operations
Widgets	Nextcloud Dashboard widget entry points

Standards and Compliance

Standard	Role
ZGW Zaken API (VNG-Realisatie)	Primary data model and API design
GEMMA Zaakgericht Werken	Architectural reference
WCAG AA	Accessibility requirement
EUPL-1.2	License

Data Model

Entity	Dutch Term	Description
Case	Zaak	Central case record
Case Type	ZaakType	Workflow template for a class of cases
Task	Taak	Work item linked to a case
Customer	Klant	Citizen or organisation in a case
Staff	Medewerker	Employee handling the case
Role	Rol	Typed relationship between party and case
Contact Moment	Contactmoment	Logged customer interaction
Message	Bericht	Message within a case
Decision	Besluit	Formal case decision
Document	Document	File attached to a case
Result	Resultaat	Case outcome at closure
Case Property	Eigenschap	Custom metadata field on a case
Status	Status	Current lifecycle status of a case