Difference between revisions of "Troubleshooting a Case"
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Latest revision as of 00:23, 10 November 2014
This is a simple quide to help you troubleshoot any issues with Cases.
1 Can't see the Outcomes in the Active Outcomes list
One of the reasons why this could be happening might be one of the following:
- Looking up a record
- Click back on a page or Clicking out of a page
1.1 Looking up a Record
- If you want to look up a case but don't necessarily want to do anything with the case, you MUST still save this case with an outcome before leaving the page.
- If you DO NOT save this case with an outcome, it will be automatically put into Taken to Process, where it will sit until it is processed correctly.
- Therefore, when you go to Set the Current Working Outcome, you will see the Taken to Process outcome now, has another case in the Active Outcomes list.
- Click on the number underneath the number of attempts, on the Taken to process outcome, to put it back in the queue to be processed.
- View the queue list.
- Go to My Cases -> Process a Case -> The case(s) in the stack will be returned for processing.
- Be sure to save them with an outcome.
- Go to My Cases -> Look up a Case -> Choose the case -> Find the record ID
- Save the case with an outcome.
- Go to Queue Management -> Set the current working outcome -> That case has now been taken fromTaken to Process and placed in the outcome you selected.
- If the outcome was Incomplete, it will appear in the Active Outcomes list.
- If the outcome was Complete, it will appear in the Finished Outcomes list.
1.2 Clicking back on a page or Clicking out of a Page
- If you click back on a case when it is open before saving the details with an outcome, it will be Taken to Process.
- Therefore, you must follow the steps as above.
- When you go to Set the Current Working Outcome, you will see the Taken to Process outcome now, has another case in the Active Outcomes list.
- Click on the number underneath the number of attempts, on the Taken to process outcome, to put it back in the queue to be processed.
- View the queue list.
- Go to My Cases -> Process a Case -> The case(s) in the stack will be returned for processing.
- Be sure to save them with an outcome.
- Go to My Cases -> Look up a Case -> Choose the case -> Find the record ID
- Save the case with an outcome.
- Go to Queue Management -> Set the current working outcome -> That case has now been taken fromTaken to Process and placed in the outcome you selected.
- If the outcome was Incomplete, it will appear in the Active Outcomes list.
- If the outcome was Complete, it will appear in the Finished Outcomes list.
