To create a new support provision case via a contact record

The procedure to create a new support provision case via a contact record is as follows:

1. Using the global search facility, type in the first few characters of the contact relevant to the new support provision case 1.
2. Double-click on the row containing the exact record match. Where the expected record is not listed, a more advanced search can be conducted using the spy-glass icon ().
3. Click on Support Cases (contact summary 360 view) 2. The Support Cases tile is activated.
4. Click on New Support Case. The Create Support Case window is displayed.
5. Using the Company drop-down field, select the company to which the new support provision case relates.
6. Using the Case type drop-down field, select the desired parameter value to reflect the overarching support provision classification i.e. Assessment or Support Plan.
7. Using the Support type drop-down field, select an appropriate parameter value to steer the progression of the support provision case, in line with the overarching classification.
8. Where the support provision case is being managed as a Referral from another establishment, activate the corresponding tick box provided; the associated Referral organisation and Referral contact must also be specified using the adjacent drop-down fields.
9. Using the Priority drop-down field, select the priority weighting applicable to the support provision case 3.
10. Click on Create Case. The Case Assignment window is displayed, ready to assign ownership for the support provision case 4. This requisite step is covered separately in the topic To allocate an owner to a support provision case.
11. Click on Save. The Support Case Details window is displayed, ready to progress all activities pertinent to the new support provision case.

Note

1 The search facility will automatically return all possible matches for both first name and last name once the Number of characters before an automatic search commences system preference is reached.

2 The availability and customisation of all Contact Summary 360 View tiles is controlled separately for each end user via their unique system profile.

3 These custom values can be populated by the end user via the general lookup parameter entitled Support Case Priority Type.

4 This option is only activated in the instance where no allocation rules have been defined for the selected support provision type.

See related topics...

Support provision case management overview

To allocate an owner to a support provision case

To create a new support provision case via a CRM communication

To start a new support provision case

To define the user profile

To define a general lookup parameter value

Using the search facility