Adding Comments to Open Cases

Description 

When a Contact/Employee calls in with additional information or to check the status of an open case, do not use the Select Disposition. 

BC must instead: 

• Add comments to the existing case using the following steps 

Step 1: 

From the member's profile, locate and click on the link for "Cases". 

Step 2: 

This view provides a list of all submitted dispositions for the member. Locate the "active" Disposition Case and click on the highest Parent Disposition Case number. 

Step 3: 

Look in the block for Disposition Comments and click New. 

Step 4: 

Complete all fields in the "New Comment" box and Save. 

Call Back Upon Resolution Breakdown: 

• N/A - Not applicable. 
• No: Select "No" if a call back needs to be made on a specific date. Enter the date into the date field for the next call back promised. 
• Yes: Select "Yes" if a call does not need to performed until the case is resolved. 

Note: All fields must be complete to save.