Difference between revisions of "Troubleshooting a Case"
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=='''Can't see the Outcomes in the Active Outcomes list'''== | =='''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: | 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 | ||
| + | |||
| + | ==='''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 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. | *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. | + | *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. | *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. | *View the queue list. | ||
| Line 15: | Line 19: | ||
*If the outcome was Incomplete, it will appear in the Active Outcomes list. | *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. | *If the outcome was Complete, it will appear in the Finished Outcomes list. | ||
| + | |||
| + | ==='''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 from'''Taken 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. | ||
| + | |||
| + | |||
| + | [[Category:Topic:Contact Centre]] | ||
| + | [[Category:Topic:Customer Relationship Management]] | ||
| + | [[Category:Module Specific:Case Management]] | ||
| + | [[Category:Module Specific:Form Management]] | ||
| + | [[Category:Topic:Case Management]] | ||
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.
