On the Case form, establish case records to complete incident impact analyses for a single incident or a group of similar incidents. The Case form can be used to:
Document information related to the case, such as parameters of concern, case priority, team and individual case responsibility, case status, etc.
Associate incidents and their root causes and/or corrective actions with the case.
Resolve corrective action and root cause proposed changes.
Maintain review details such as compliance meeting and revision dates, abstracts, issues, proposed changes, and recommendations.
Store your analysis results, such as root cause determinations and corrective action plans.
Track case age liability, case performance, and the maximum case corrective action target completion date.
Several actions are automatically completed by the system to expedite case management work flow processes. For example, when the case Status is changed from Draft to Open, case corrective actions and root causes are automatically assigned to each incident associated with the case. It is important to understand Case Management work flow to take advantage of the automated features provided by the system.
For instruction on how to establish cases, click the following links or use the scroll bar to scan the page.
Tip: To take advantage of the automatic features provided
by the system, refer to Understanding
Case Management Work Flow before setting up a case record.
To establish cases
Click Data
Entry > Case Management > Case Management in the Navigation Tree to access the Case Management list.
Tip: A new case can also be established from the Case
List.
Click the New button to open the Case form and select the Responsible Entity from the list.
Enter a unique Case # if one does not exist. Auto-numbering is available for case records. Refer to Event/Incident/Case Auto-Numbering and Naming Conventions for additional information.
Refer to Changing the Case Status from Draft to Open before editing the Status field.
Select a Compliance
Type from the list. If the PNC type has been selected, click
the Verified as PNC check
box when applicable.
If the appropriate type is not listed, click the Ellipsis
button and add it.
Select the case Team
Name from the list.
If the applicable team is not listed, click the Ellipsis
button and add it.
Select the Case
Source from the list and enter Source
Detail. The source represents the origin of an incident case
study.
If the appropriate case source is not listed, click the Ellipsis
button and add it.
Enter the Title and a Description for the case.
Expand the Additional Information section, click the Risk Matrix button next to the Case Risk Rank field, and select a ranking.
Select the person the case is Assigned To from the list. (The
Author field entry defaults
to the logged-in user when the case is saved.)
If the applicable value is not listed, click the Ellipsis
button next to the field and add it.
Select a Media
from the list.
If the appropriate value is not listed, click the Ellipsis
button and add it.
Enter one or more Parameter
of Concern for the case.
The case Parameter of Concern
field will be automatically populated with incident Parameter of Concern
data if such data exists in the incident records associated with the
case. The data is displayed as a comma-separated list. This will only
take place at the time the incident is associated with the case. If
additional Parameter of Concern data is added to incident records
after the incident/case relationship is established, the additional
data will not be reflected within the case Parameter
of Concern field.
Expand the Review section and enter the case Abstract.
Click the Save
button.
The remaining sections on the form are available for entries.
Add information to the other sections on the Case form as it becomes available during your analysis.
Enter priority, risk, media, and parameter of concern data in the Additional Information section on the Case form. The contact assigned to the case and the date the case is initially reviewed can also be specified in this section. A Risk Matrix can be established to select a ranking for the case. Refer to Risk Matrix for additional information. Otherwise, a risk ranking can be typed directly in the Case Risk Rank field.
To enter additional information
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Additional Information section when necessary.
Select a Priority
for the case from the list.
If the applicable priority is not listed, click the Ellipsis
button and add it.
Click the Risk Matrix button next to the Case Risk Rank field and select a ranking.
Enter the date the case is initially
reviewed in the First Reviewed
field. The Calendar button
is available to select the date.
Note: After the
case status has been changed from Draft to Open, the status can be
changed back to Draft only if there is no First Reviewed date. The
First Reviewed field is automatically
populated when the record has been copied and when the case is accepted
on the Compliance
Meeting Review List.
Enter a date for the Urgent
Priority Assigned and Urgent
Priority Lowered fields. The Calendar
button is available to select the date.
The Urgent Priority Assigned
field is automatically populated with the date when the Urgent option
is selected for the Priority
field. The Urgent Priority Lowered
field is automatically populated with the date when the priority is
changed from Urgent to any other option.
Select the person the case is Assigned To from the list. (The
Author field entry defaults
to the logged-in user when the case is saved.)
If the applicable value is not listed, click the Ellipsis
button next to the field and add it.
Select a Media
from the list.
If the appropriate value is not listed, click the Ellipsis
button and add it.
Enter one or more Parameter
of Concern for the case.
The case Parameter of Concern
field will be automatically populated with incident Parameter of Concern
data if such data exists in the incident records associated with the
case. The data is displayed as a comma-separated list. This will only
take place at the time the incident is associated with the case. If
additional Parameter of Concern data is added to incident records
after the incident/case relationship is established, the additional
data will not be reflected within the case Parameter
of Concern field.
Click the Save button.
One or more cases that have been Closed can be linked to a case with a Draft or Open status in the Related Cases section on the Case form. The Related Case Count field provides the total number of related cases.
To add related cases
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Related Cases section when necessary.
Click the Add Related Case link.
Either enter search criteria and click Search or just click the Search button to display a list of cases.
Select all of the related cases by clicking the check box adjacent to each case. Click the case number link to view a case record.
Click OK.
Each case is displayed as a line time in the Related
Cases section. Line item information includes the case's number,
assigned entity, compliance type, and title, as well as a count of
the number of times the case has been related to another case. Click
the case number link to review the related case. Use the Delete
button adjacent to the line item to remove a related case.
Click the Save button on the form.
A special browse view of the incident records in your Essential database is available for Case Management. Use the browse view to evaluate incident records before associating them with a case. The capability to assign a Compliance Type and Risk Rank value to incidents is available to help with the case assignment determination.
The browse view includes case-related fields and filter options, as well as a link to each incident record. The following data is provided:
Enterprise Entity
Incident Number
Incident
Incident Type
Incident Status
Case Review Risk Rank
Compliance Type
Start Date
Filtering options include viewing only closed incidents, viewing incidents that have not been risk ranked, and viewing incidents that have not been associated with a case. Select a check box to include records for the filter; clear the check box to exclude records for the filter. The ability to quickly Select All or Select None of the filters is also available, with the exception of the Show Closed filter.
Click Data Entry > Case Management > Review Incidents in the Navigation Tree to open the browse view.
Link one or more incidents to a case in the Associated Incidents section on the Case form. The corrective actions and causal root causes for each associated incident will be managed by the case when the association process is complete and the case status is set to Open. Refer to Understanding Case Management Work Flow for additional information.
The list of incidents available for selection is based on the following conditions:
The incident and case entities must match.
Incidents can only be associated with a single case.
When the compliance type or type logic assigned to the case and incident do not match, additional validation takes place (that determines if an incident can be associated with the case) as described below. It may be necessary to update the incident record when a case/incident association is prevented.
For cases assigned a "Non-Compliance" (NC) compliance type or type logic, an incident will be associated with the case if:
The incident has been assigned
an NC compliance type or type logic.
OR
The incident has been assigned any other compliance type and the Verified as Potential Noncompliance check box has been selected on the Incident form.
For cases assigned the "Potential Non-Compliance" (PNC) compliance type or type logic, incidents assigned an NC compliance type or type logic cannot be associated with the case.
Import all of the corrective actions and/or the causal root causes defined
for each incident associated with the case. When the import process is
complete, imported corrective actions/root causes become case
corrective actions/root causes and are displayed in the Corrective
Action Plan section and the Root
Cause Determination section, respectively. If an imported corrective
action/root cause does not apply to a case, it can be removed from the
appropriate section.
Any tasks assigned to a selected incident or imported corrective actions are also added to the case record when the incident/case association is complete.
If an incident association needs to be terminated after corrective actions/root causes have been imported, the case corrective actions/root causes are automatically removed from the incident record and replaced with the original incident corrective actions/root causes. However, the case corrective actions and root causes are not automatically deleted from the case. When necessary, they can be separately removed in the Corrective Action Plan and Root Cause Determination sections, respectively.
Note:
For Case Management purposes, a special browse view of the incident
records in your Essential database is available. The view includes case-related
fields and filter options. Refer to Reviewing
Incidents for additional information.
To associate incidents with
a case
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Associated Incidents section when necessary.
Click the Add
Incidents link. A list of applicable incidents is displayed.
If corrective actions or root causes have been associated with the
incident, a check box and View
link appears in the Import All Corrective
Actions and Import All Root
Cause Data fields, respectively.
Tip: The Auto Set check boxes option determines
if the check boxes are automatically selected when an incident is
chosen.
Select all of the applicable incidents by clicking the check box adjacent to each incident.
Determine if corrective actions for the selected incidents should be imported. Click View to review the corrective actions for an incident. Click the check box to import all of the corrective actions. The corrective actions will be displayed as line items in the Corrective Action Plan section on the Case form. When necessary, imported corrective actions that are not applicable to the case can be removed in the Corrective Action Plan section.
Determine if root causes for the selected incidents should be imported. Click View to review the root causes for an incident. Click the check box to import all of the root causes. The root causes will be displayed as line items in the Root Cause Determination section on the Case form. When necessary, imported root causes that are not applicable to the case can be removed in the Root Cause Determination section.
Click Add
Selected Incidents.
Each incident is displayed as a line time in the Associated
Incidents section. Click the Incident
Type link to view the incident record. Click a Yes
link to view the corrective actions, root causes, and/or tasks for
an incident. To view the corrective actions, root causes, or tasks
for all of the incidents, use the Show
All Corrective Actions, Show
All Root Cause Results, and Show
All Tasks links.
To remove incident associations
Tip: When corrective actions and causal root causes are imported
with an incident, the corrective actions/root causes become case
corrective actions/root causes. If the incident association needs to be
terminated, the corrective actions and root causes are not automatically
removed from the case. When necessary, they can be separately removed
in the Corrective Action Plan
and Root Cause Determination sections,
respectively.
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Incident Associations section when necessary.
Click the check box adjacent to each incident to be deleted.
Click the Remove
Selected Incidents link.
A confirmation message is displayed.
Click OK.
Several methods are available for reviewing incident-related corrective actions, root causes, and tasks during the case/incident association process and after incidents have been associated with a case. Each method is described below.
Click the Add Incidents link in the Associated Incidents section on the Case form to start the association process.
Prior to selecting an incident to associate with a case, the Incident field link can be used to access the incident record where the corrective actions, root causes, and tasks can be reviewed.
Before deciding to import the existing corrective actions for a selected incident, a list of the incident's corrective actions can be reviewed via the View link. Also provided is a link to view each corrective action record.
Prior to determining whether to import the existing root causes for a selected incident, a list of the incident's root causes can be reviewed via the View link. Also provided is a link to view root cause details.
Note:
When selected, the Import
option transfers all of an incident's
corrective actions/root causes to the case record and adds them as line
items in the Corrective Action Plan/Root Cause Determination section
on the Case form. Should a corrective
action/root cause not apply to a case, it can be removed in the section.
A link to the incident record is available where the corrective actions, root causes, and tasks can be reviewed.
When corrective actions have been imported:
Click the Has Corrective Actions Yes link displayed as part of the incident line item in the Associated Incidents section to view a list of the corrective actions for the incident. A link is available to view each corrective action record.
Click the Show All Corrective Actions link in the Associated Incidents section to view a list of the corrective actions for all incidents. A link is available to view each corrective action record.
When causal root causes have been imported:
Click the Has Root Cause Yes link displayed as part of the incident line item in the Associated Incidents section to view a list of the root causes for the incident. A link is available to view details for each root cause.
Click the Show All Root Cause Results link in the Associated Incidents section to view a list of the root causes for all incidents. A link is available to view details for each root cause.
Any tasks assigned to an incident associated with the case or assigned to imported corrective actions are also added to the case record and can be viewed as follows:
Click the Has Tasks Yes link displayed as part of the incident line item in the Associated Incidents section to view a list of the tasks assigned to the incident. A link is available to view details for each task.
Click the Show All Tasks link in the Associated Incidents section to view a list of the tasks for all incidents. A link is available to view details for each task.
Note:
When corrective actions and root causes are imported with an incident,
the corrective actions and root causes become case
corrective actions and root causes. They can also be viewed in the Corrective Action Plan and Root Cause Determination sections,
respectively.
One or more incident corrective actions can be added to the Corrective Action Plan section on the Case form. The following three options are available:
Import corrective actions at the time incidents are associated with the case. Refer to Associating Incidents with a Case for additional information.
Add one or more corrective actions tied to the incidents associated with a case record to the case Corrective Action Plan.
Establish new corrective actions.
Any new case corrective action items are added to the incidents associated with the case. Changes made to existing action items also update the case-managed incident corrective actions. Incident users can resolve the corrective action items or propose a change to one or more of the corrective actions. Proposed changes are reviewed by Case Management users and are accepted or rejected. Refer to Resolving Proposed Changes for additional information.
When corrective actions are edited, a message is displayed asking if the change is significant. Click Yes to specify a significant change.
Select the option Final Target Completion Date Unknown when additional actions may be required to resolve compliance issues. For example, new corrective actions could be necessary when an existing corrective action for an engineering study is completed. The Final Target Completion Date Unknown option is controlled by element security for the Case Management security object in the user's General Security profile. Refer to General and Entity-Dependent Security Profiles for additional information.
To add corrective actions
from associated incidents
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Corrective Action Plan section when necessary.
Click the Add From Associated Incidents link.
Select all of the applicable corrective actions by clicking the check box adjacent to each one.
Click Add
to Case.
The corrective actions are added to the Corrective
Action Plan section as line items. Click the title link to
view/edit the corrective action.
To add new corrective actions
New corrective actions can be added to a case on the Corrective Action Item form. Click the Add New Corrective Action link in the Corrective Action Plan section on the Case form. Track the progress of a corrective action in the Corrective Action Details section, add supporting documents in the Attachments section, and/or establish tasks in the Task Assignments section. Refer to Incident/Case Corrective Action Items for additional information.
The new case corrective action is displayed as a line item in the Corrective Action Plan section. Click the title link to view/edit the corrective action. Case corrective actions can also be viewed via the Case Corrective Actions list. Click Data Entry > Case Management > Case Corrective Actions in the Navigation Tree.
To remove corrective actions
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Corrective Action Plan section when necessary.
Click the check box adjacent to each corrective action to be deleted.
Click the Remove
Selected Corrective Actions link.
A conformation message is displayed.
Click OK.
One or more incident causal root causes can be added to the Root Cause Determination section on the Case form. The following three options are available:
Import root causes at the time incidents are associated with the case. Refer to Associating Incidents with a Case for additional information.
Add one or more causal root causes assigned to the incidents associated with a case record that have not already been added.
Establish new causal root causes.
Any new causal root causes are added to the incidents associated with the case. Changes made to root causes also update the case-managed incident causal root causes. Incident users can review the root causes and, when applicable, propose a change to one or more of the root causes. Proposed changes are reviewed by Case Management users and either accepted or rejected. Refer to Resolving Proposed Changes for additional information.
Click the Root Cause Determined check box when applicable.
Note:
Questions and answers for root cause method 5 Whys cannot be added
to cases.
To add root causes from
associated incidents
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Root Cause Determination section when necessary.
Click the Add From Associated Incidents link.
Select all of the applicable root causes by clicking the check box adjacent to each one.
Click Add
to Case.
The root causes are added to the Root
Cause Determination section as line items. Click the root cause
code link to edit root cause information.
To add new root causes
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Root Cause Determination section when necessary.
Click the Add New Root Cause link.
Select a Root
Cause Code from the list.
If the appropriate code is not listed, click the Ellipsis
button and add it.
Click the Primary check box to indicate the root cause is the principal root cause.
Enter the Result.
Click Save.
Each root cause is added to the Root
Cause Determination section as a line item. Click the root
cause code link to edit root cause information.
To remove root causes
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Root Cause Determination section when necessary.
Click the check box adjacent to each root cause to be deleted.
Click the Remove
Selected Root Cause link.
A conformation message is displayed.
Click OK.
After case corrective actions and causal root causes have replaced incident corrective actions and causal root causes, incident users can review corrective actions/root causes, complete the corrective actions, and/or propose a change to one or more of the corrective actions/causal root causes. A link is provided in the Corrective Actions section and the Root Cause section on the Incident form.
After a proposed change has been made, the following activity automatically takes place:
An email notification is sent to the members of the Case Management team and the individual to whom the case has been assigned (in the Assigned To field on the Case form), if the applicable email address exists on the Contacts and Personnel form for each contact.
A Change Pending link is added to the Change Status field in the Corrective Action Plan/Root Cause Determination section on the Case form. If a new corrective action/causal root cause is proposed, the corrective action/causal root cause is displayed as a new line item that includes the Change Pending link.
Case Management users can review the proposed change, accept or reject it, and edit the change comments.
Note:
A proposed change can also be made via the Propose
a change to a Corrective Action/Root Cause links on the Case
form. (See To Enter
Proposed Changes via the Case form.) The same automatic activity takes
place except no email notifications are generated. The emailing functionality
provided in the Review
Notification section can be used when necessary.
When the case has been closed or marked as Recommended to Close, no proposed changes for corrective actions or causal root causes can be made.
To resolve proposed changes
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Corrective Action Plan or Root Cause Determination section when necessary.
Click the Change
Pending link in the line item Change
Status field.
Each pending proposed change is displayed as a line item.
Click the Edit button adjacent to the proposed change to be reviewed.
Review the proposal, make any edits,
and click the Accept or Reject button.
Any updated information is displayed in the appropriate section.
Click the View
link in the Change Comments
field to review the proposed changes submitted and resolved for a
corrective action/root cause.
Tip: If the proposed change was initiated from the Case form, use the emailing functionality
provided in the Review
Notification section to notify the user who proposed the
change of the resolution. Find the user who proposed the change in
the change comments.
To enter proposed changes via the Case form
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Corrective Action Plan or Root Cause Determination section when necessary.
Click the Propose a change to a Corrective Action link or the Propose a change to Causal Root Cause link.
Select a Proposed Change option when necessary. The Update option is the default.
Complete all applicable fields to detail your proposed change. The fields available vary based on the option selected. Comments are always required.
Click Propose Change to complete the process.
Send an email notification to the Case Management team members or other interested parties when applicable. Refer to Sending Review Notifications.
Enter case analysis results in the Review section on the Case form. Specify an Awareness date that represents the earliest Date Aware from the incidents associated with the case. The case Awareness and Max Target dates determine the Case Performance value. Use the Additional Review, Recommended To Close, or Existing Case Revision check boxes to specify the case determination for review at the scheduled compliance meeting.
Many of the fields in the Review section can be automatically populated by the system based on the status of the case. The automated activity is described below. For additional information, refer to Understanding Case Management Work Flow.
Compliance Meeting Date
When the case status is changed from Draft to Open, the Compliance Meeting date field is automatically updated with the next available compliance meeting date. If no compliance meeting date is available, either because one does not exist or no future date is available, a warning message is displayed.
When the Additional Review, Recommended To Close, or Existing Case Revision status is accepted by the case management team, the Compliance Meeting date is updated with the date on the Compliance Meeting Review List when applicable.
Case Age Liability and Performance
The information in the following fields is automatically calculated using data from the incidents associated with the case and the case Corrective Action Plan:
The Incident First field is automatically populated or updated with the earliest Date Occurred from the incidents associated with the case. If there is no Date Occurred, the incident Start Date is used.
The Case Age Liability field value is the difference, in days, between the Incident First date and the Max Target date.
The Case
Performance field value is the difference, in days, between
the case Awareness date and the Max Target date. Review the incidents
associated with the case and enter the earliest incident Date Aware
in the case Awareness field.
Tip:
The case Awareness date must be on or before the Incident
First date.
The Max Target field value is automatically populated when one or more corrective action identified as Critical is associated with the case and the proposed, revised, and/or actual completion date has been entered. The latest proposed, revised, or actual completion date is the Max Target date.
Case Closed Date
The Case Closed date is set to the compliance meeting date when the Recommended To Close check box is selected and the case is subsequently accepted on the Compliance Meeting Review List.
Abstracts, Current Issues, and Recommendations
When the Abstract, Current Issues, or Recommendation field entries are changed, a message is displayed asking if the change is significant. Click Yes to specify a significant change. If the fields are changed after a case has already been reviewed, the status for the Revised field will automatically be changed to Yes on the Cases for Review List. and the New/Revised Case field status will be changed to Revised on the Compliance Meeting Review List.
The Revision Date is populated when an existing Abstract is changed.
The validation below is performed when a case is marked as Recommended to Close. Messages describing outstanding requirement(s) are displayed and must be resolved before the case record can be saved.
All required fields are populated and the Case Status is set to Open.
The Awareness Date in the Review section is completed.
The Incident First Date in the Review section exists and is on or before the Awareness Date. (The case age must be a positive value.)
At least one case root cause result has been entered and the Root Cause Determined option in the Root Cause Determination section is selected.
At least one corrective action exists in the Corrective Action Plan section.
All case corrective actions have an actual completion date and the Review on Completion option is not selected.
The Verified as PNC check box has been selected for cases with a PNC Compliance Type.
For cases with an NC Compliance Type, at least one incident has been added in the Associated Incidents section. Each associated incident has been designated as an NC or Verified PNC Compliance Type.
The Existing Case Revision check box is cleared.
To enter case review results
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Review section when necessary.
Select a Compliance
Meeting date from the list when applicable.
If the appropriate date is not listed, click the Ellipsis
button and add it.
Click the Additional
Review, Recommended To Close,
and/or Existing Case Revision
check boxes as applicable.
The Existing Case Revision
check box is unavailable for selection when the First
Reviewed date is blank or the Recommended
to Close option is selected.
Enter an Awareness
date that represents the earliest Date Aware from the incidents associated
with the case. The Calendar
button is available to select the date.
The case Awareness date must be on or before the Incident First date
and is used with the Max Target date to calculate the Case Performance
value. Refer to Case Age Liability and
Performance for additional information.
Specify Abstract information, Current Issues, and Recommendation details.
Click the Save button on the form.
One or more individual contacts and teams can be associated with a case in the Case Contacts section on the Case form. A contact/team is eligible when The Available for Case Management check box is selected on the Contacts and Personnel form for individual contacts and the Contact and Personnel Team form for teams. Each contact/team can be designated to receive case review notifications. An email address must be identified for each designated contact and team member on the Contacts and Personnel form.
To add case contacts
Locate the case on the Case Management list, click the case number link to open the Case form, and expand the Case Contacts section when necessary.
Click the Add New Case Contact link.
Select the Team or Contact option.
Select a the Team/Contact from the list. For the Contact option, select a Contact Type also.
Click the Receives
Notifications check box when applicable and click OK.
The contact information is displayed as a line item in the Case
Contacts section.
Repeat steps 2 through 5 to add other contacts/teams.
Click the Save button on the form.
Send email notifications about case reviews or other pertinent case information at any time in the Review Notifications section on the Case form. Click the Send Notification link to open an email message. The To field is automatically populated with the addresses of the contacts and team members identified in the Case Contacts section designated to receive notifications, provided email addresses have been specified for the contacts and team members on the Contacts and Personnel form. The email addresses can be edited on the email message itself when necessary.
The Subject field is populated with the case number and the email message contains the information found in the Case Review Notification template. A link to the Compliance Summary Report setup window is included. The subject and message can be changed as needed.
Each time an email message is opened, the email creation date, sender, and recipients, along with the case status, are displayed as a line item in the Review Notifications section.
Use the Case Bulk Copy feature to copy an existing case to multiple entities simultaneously. The values available for copying to the new case records are described below. No other data will be copied.
The data in Case and Additional Information sections will be copied to the new record subject to the following conditions:
If auto-numbering for cases has not been established for the entities to which the case will be copied, the Case Number will need to be entered manually during the Bulk Copy process.
Because contact and personnel teams are optionally entity-specific records, the Team Name field will only be copied to the new case records when the same team is available or when the team has no entity designation. For selected entities where the team value can not be copied, the team will need to be entered manually during the Bulk Copy process.
The Status will be set to Draft for the new case records.
The Verified as PNC check box will not be selected in the new case records.
If the Priority of the case being copied is set to Urgent, the Urgent Priority Assigned value will be set to the date that the record was copied.
The Urgent Priority Lowered field value will be not be copied.
The First Reviewed field will be set to the date that the record was copied.
The Author field will reflect the logged-in user's account.
The Media field value will be copied to the new case records.
The Parameter of Concern field entry will be copied to the new case records.
The option to copy the data in the following sections is available on the Case Bulk Copy form:
Related Cases
Attachment
Corrective Action Plan
Root Cause Determination
Case Contacts
Custom Fields
To bulk copy cases
Locate the case to be copied on the Case Management list and click the case number link to open the Case form.
Click the Bulk
Copy button.
The Case Bulk Copy form is
displayed.
Select the appropriate option for each value. By default, all existing values for the options listed will be copied.
Change an existing value in the General section by clicking the Set to option and specifying the new value.
Click Next and select all applicable entities by clicking the check box adjacent to the entity.
Click Next to review existing team and case number information. A team name and case number are required to continue the Bulk Copy process. If both values exist for all entities and are correct, skip to step 10. Otherwise, continue to step 7.
Click the Edit button adjacent to an entity line item, select a Team Name from the list, and enter a Case #.
Click OK.
The new entries are displayed in the entity line item.
Repeat steps 7 and 8 for each entity with a missing or incorrect team name and/or case number.
Click Bulk Copy Case to complete the copy process.
The following two methods are available for adding related files that exist in third-party applications, such as Microsoft Word, to a case:
Document Links - Set up a hyperlink to the file. Optionally, the location of an off-line reference can be specified without a link.
Document Attachments - Add a file to the record. The default maximum file upload size supported by ASP.NET is 4096 KB (4MB). The default can be modified to support larger file uploads, i.e., attaching files larger than 4MB. For instructions to increase the default value,refer to Microsoft (https://docs.microsoft.com) and view the article: httpRuntime Element (ASP.NET Settings Schema).
Each link or attachment is displayed as a line item in the Attachments/Links section on the Case form. Attachments and linked documents can be viewed by clicking the link.
Note:
In order to view a file listed in the Attachments/Links
section, desktop access to the particular software used to create the
file must be available. For example, access to Microsoft Word is required
to view an attachment created as a Word file (.doc, .docx).
Locate the case on the Case Management list, click the case number link to display the Case form, and expand the Attachments/Links section when applicable.
Click Add Link.
Enter a Description of the document.
Enter the full file path to the document in the Document Location field.
Select a Document
Type from the list.
If the appropriate type is not listed, click the Ellipsis
button and add it.
Ensure the Is
Hyperlink check box is selected to establish the link.
When specifying an off-line location, ensure the Is
Hyperlink check box is not selected.
Click OK.
The document information is added as a line item in the Attachments/Links
section. Click the link to view the file. Edit existing attachment
information using the buttons adjacent to the line item.
Click Save.
Repeat steps 2 through 8 to add other document links.
Locate the case on the Case Management list, click the case number link to display the Case form, and expand the Attachments/Links section when applicable.
Click Add Attachment.
Enter a file path in the File field or click Browse to locate and select a file.
Enter a Description of the attachment.
Repeat steps 3 and 4 to add a second and/or third attachment.
Click OK.
Each attachment is added as a line item in the Attachments/Links
section. Click the link to view the file. Edit existing attachment
information using the buttons adjacent to the line item.
Click Save.
Repeat steps 2 through 7 to add other attachments.
Cases with a Deactivated status can be reactivated at any time by changing the case status to Draft and saving the record. Once the save process is complete, the Case form is no longer read-only and case data can be edited. After all required data has been entered, the status can be successfully changed to Open and the work flow activity that automatically occurs for status changes will be applied. Refer to Understanding Case Management Work Flow for additional information.
To reactivate cases
Click Data Entry > Case Management > Case Management in the Navigation Tree to access the Case Management list.
Click the Show Deactivated Cases check box and locate the case to be reactivated.
Click the case number link to open the Case form.
Select Draft
from the Status field's list
and click Save.
The Case form is no longer
read-only.
Review the previous entries and
make the appropriate updates.
When all required details have been entered, the case's status can
be changed to Open.
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