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=='''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
==='''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.
*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.
==='''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]]