To apply an action to a feedback case

The procedure to apply an action to a feedback case is as follows:

Using the Advanced search spy-glass (), select Feedback Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
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 Feedback Case Details window is displayed.
Click on Case Actions. The Feedback Case Actions window is displayed.
Using the Select action drop-down field, select the desired progression stage for the feedback case 2. Each progression stage option is summarised in the table below.

Note

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

2 System validation rules ensure that only those options appropriate to the current progression stage of the feedback case are available for selection.

Action	Description	Next Step
Close Case	Typically, the completion of a specific stage will automatically trigger the closure of the parent case after a defined period of time. However, where the feedback originator (e.g. a complainant) confirms in advance their acceptance of the outcome, the case may be closed manually by the end user.	This requisite step is covered separately in the topic To close a feedback case.
Cancel Case	Applied in the instance where the case is no longer valid e.g. a complainant passed on the feedback to two different housing officers, resulting in a duplicate record being created.	This requisite step is covered separately in the topic To cancel a feedback case.
Reopen Case	Where a feedback case has been closed prematurely, or where additional information pertinent to the case closure process needs to be added, the case may be reopened manually.	This requisite step is covered separately in the topic To reopen a closed feedback case.
Hold Case	Applied in the instance where a live feedback case is to be placed on hold.	This requisite step is covered separately in the topic To place a feedback case on hold.
Release Case	Applied in the instance where a feedback case currently on hold is to be returned to live status.	This requisite step is covered separately in the topic To release a feedback case currently on hold.
Reassign Case	To transfer ownership of an open case from one officer to another.	This requisite step is covered separately in the topic To reassign ownership of a feedback case.

See related topics...

Feedback case progression management overview

To place a feedback case on hold

To release a feedback case currently on hold

To reassign ownership of a feedback case

Using the search facility