To create a new support provision type

The procedure to create a new support provision type is as follows:

1. Navigate to Quick Menu > Support > Configuration > Support Types. The Support Type Configuration window is displayed.
2. Click on New Support Type 1. All fields are activated ready for data entry.
3. Using the Case type drop-down field, select an appropriate parameter value to reflect the overarching support provision classification i.e. Assessment or Support Plan.
4. Enter a Description for the support provision type into the field provided 2.
5. To reveal the description of private support provision types to all permitted system users, over and above the assigned owner, activate the Display description if private to owner tick box provided.
6. To permit a support provision case or its associated tasks being placed on hold, activate the Hold allowed tick box provided 3.
7. Where additional financial monitoring fields are to be utilised within support provision cases of this classification, activate the Money management applicable tick box provided.
8. Using the Companies drop-down field, multi-select all companies for which this support provision type is relevant, or choose the All option, as required 1.
9. Choose an Effective from date for this support provision type i.e. the date on which it came into effect 4.
10. Choose an Effective to date if the support provision type status is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the provision type will never expire.
11. Click on Save 5. The new support provision type is displayed in the alphabetical list, underneath the assigned classification heading.

Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as required; the All tick box will be automatically removed once an item is deselected.

Note

1 Upon first access, all fields are automatically activated ready for data entry; hence the New Support Type button is inactive.

2 System validation rules ensure that the description entered for each new support provision type is unique for the effective period.

3 A case or its inherent tasks might be placed on hold in circumstances where no action can be taken for a set period of time, and where the service level agreement would otherwise be unavoidably exceeded.

4 The Effective from date defaults to the current system date and cannot be left blank.

5 To amend the details of an existing support provision type, expand a classification heading, select a provision type from the alphabetical list (or enter its name into the Search Case Types field) and repeat steps 3 through 10. By default the list is filtered to show Current support types. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations. Only a limited number of fields can be updated once a record has been created.

See related topics...

Support provision type maintenance overview

To add an SLA target to a support provision type

To define the automatic task path for a support provision type