Q: How do I edit / remove a note? 

A: Use the icons beside the note to Edit or remove:

If the case is closed, you need to re-open the case to edit / remove the note.  Then remember to close the case using the same date closure that the case was originally closed on.

Q: When we add tasks from the All actions area but then cancel it, the task is still added to the What's next area. Is that an issue with the system?  

A: If a task is selected from the All actions menu and you click back / previous to not initiate the task, the task will still be added to the case. You'll need to cancel it from the What's next area if you don't want it to remain. 

Q: We can't see the Initial assessment task or the Prepare response?

A: If manual tasks have been added to the case you'll need to complete / remove them to ensure the workflow task can generate.

Q: We have recategorised a case but can't the option to carry out Initial assessment?

A: Any outstanding tasks or correspondences on a case need to be removed prior to re-categorising a case to ensure the 'Initial assessment' task appears after re-categorisation. If this was not done prior to recategorising then you can still do so after.

Q: Why can't a user open up a file that is in the Document tab?

A: When you click a link to download a file, the MIME type determines what action is taken. If you see an "Opening <filename>" dialog asking if you want to save the file or open it with a specified application, that normally means that the system cannot handle the MIME type internally, possibly due to the MIME type being restricted. In order to get this resolved you need to consult with your IT team so they can associate this type of file with a word document (or the one of your preference).

Q: Why can't I stop the clock, ours is a FCA regulated financial system?

A: In a financial system you do not have an option to 'Stop the clock'. You can use the 'Extend timescale' option from the All actions area to extend from 4 to 8 weeks and if you still do not receive the information it would be within your jurisdiction to close the case and inform the customer accordingly. Furthermore, it would be a compliance issue to allow for a 'stop the clock' feature in a FCA regulated complaint handling process.

Q: A case is not escalating to the next level, it's going around in a loop. What's causing this?

A: The team which handled the complaints doesn't have a designated stage 2 in the service menu / business structure configuration. This means the complaint has nowhere to go once it is escalated, resulting in the loop you're experiencing. Please ask your administrator to set the escalation team via the service menu / business structure.

Q: How do we add notes as basic users?

A: Please see attached document for more information.

Q: How can I undo an outcome?

A: You need to first reopen the case from the Status section:

You can then undo the outcome by selecting the [] icon next to the Complaint outcome in the What's done area.

Q: The service is not displaying on a case. How can an officer bypass the recording of the service?

A: The case was raised via the website (self-service forms). Self service forms don't go through the service menu, they are sent to the unallocated cases folder and administrators/power users are required to categorise the forms before they become a "case" in the system with the service set against it.