Difference between revisions of "Troubleshooting a Case"
From All n One's bxp software Wixi
Philip Lacey (talk | contribs) |
Philip Lacey (talk | contribs) |
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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 before saving the case | ||
| + | |||
| + | ==='''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. | ||
| Line 17: | Line 20: | ||
*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 | + | # '''Clicking back on a page''' |
| + | * | ||
Revision as of 15:04, 28 March 2012
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 before saving the case
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.
- Clicking back on a page
