To update the outcome of a support provision case

Where 'assessment' and 'support plan' cases have been linked together, system configuration preferences provide an added level of control when capturing the outcomes arising through the implemented action plan i.e. the outcome record can either be mapped directly to the overarching assessment case, or ascribed instead to the linked support plan.

The procedure to update the outcome of 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. Click on Outcomes. The Outcomes tab is activated.
4. Click on New Outcome. The Outcomes window is displayed.
5. Where the outcome record is to be attributed to a linked support plan and not an overarching assessment case, activate the Support plan outcome tick box provided; use the adjacent Support plan drop-down field to select the linked plan relevant to this latest outcome 2.
6. Using the Outcome type drop-down field, select a parameter value to categorise the eventual outcome of an implemented action plan 3.
7. Using the Outcome reason drop-down field, select a parameter value to qualify the circumstances surrounding the outcome being assigned to the support provision case 4.
8. Use the Outcome notes field to add contextual information in support of the conclusion being reached.
9. Enter the Date on which the outcome was assigned to the support provision case using the calendar icon (), or type in the value directly (format DD/MM/YY or DD/MM/YYYY).
10. Choose an Effective from date for this outcome i.e. the date on which it came into effect 5.
11. Choose an Effective to date if the outcome of the support provision case is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the outcome will remain valid in perpetuity.
12. Click on Confirm. The outcome record is displayed in the Outcomes summary table.
13. Click on Save.

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 The availability of these options is steered by the system preference View and manage Support Plan cases from Assessment cases, and restricted to those support provision cases categorised as Assessment.

3 These custom values can be populated by the end user via the general lookup parameter entitled Support Outcome Types.

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

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

See related topics...

Support provision case progression management overview

To define a system preference value

To define a general lookup parameter value

Using the search facility