One of the reasons why this could be happening might be one of the following:
*Looking up a record
*Click back on a page before saving the caseor 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 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]]