To reprioritise a support provision case

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The procedure to reprioritise a support provision case is as follows:

  1. Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
  2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Support Case Details window is displayed.
  3. With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
  4. Using the Select action drop-down field, select the specific status progression value of Update Priority 2.
  5. Click on Next. The Update Priority window is displayed.
  6. Using the New priority drop-down field, select the revised priority weighting applicable to the support provision case 3.
  7. Using the Reason drop-down field, select a parameter value to qualify the circumstances surrounding the amended priority weighting 4.
  8. Use the Notes field to add contextual data in relation to the support provision case being reprioritised.
  9. Click on Save. The Priority field reflects the revised ranking of the support provision case, and the corresponding event captured within the Case Summary grid.


Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 This option is active only for support provision cases that are currently in progress i.e. with a status of Open.

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

4 These custom values can be populated by the end user via the general lookup parameter entitled Support Case Priority Update Reasons.


See related topics...

Support provision case progression management overview

To define a general lookup parameter value

Using the search facility