Troubleshooting a Case
Revision as of 13:23, 28 March 2012 by Philip Lacey (talk | contribs)
Revision as of 13:23, 28 March 2012 by Philip Lacey (talk | contribs)
This is a simple quide to help you troubleshoot any issues with Cases.
Can't see the Outcomes in the Active Outcomes list
- 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 put back on the stack under the outcome Taken to Process.
- Therefore, when you go to Set the Current Working Outcome now, it will be back in the stack in the Taken to Process outcome, in the Active Outcomes list, and not in the outcome it was originally saved under.
- Click on this number underneath the attempt on the Taken to process outcome to put it back in the queue to be processed.
- Go to My Cases -> Process a Case -> The case will open.
- Save the case with an outcome.
- Go to Queue Management -> Set the current working outcome -> That case has now been taken off the Taken to Process outcome list and placed in the outcome that 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.