To create a new feedback case via an existing record

The procedure to create a new feedback case via an existing record is as follows:

1. 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.
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 Feedback Case Details window is displayed.
3. Click on Create New Linked Case. The Create Feedback Case - Case Details window is displayed, populated with the classification field attributes of the source case.
4. Using the Feedback type and Business area drop-down fields, ensure that the selected parameter values are still valid for this new linked feedback case and apply any required changes.
5. Using the Stage type drop-down field, select the opening stage of the new linked case to match the feedback received 2.
6. Amend the Details field, as required, to reflect the contextual information pertinent to the feedback received.
7. To simply establish the current contact as the feedback source, as displayed in the Search Results summary table, proceed to step 10.
8. Alternatively, to identify a different contact as the originator: (a) Enter the first few characters of the contact name or their known address into the Contact search field - All possible matches are returned in the Search Results summary table; (b) Highlight the row containing the exact record match; (c) Proceed to step 10.
9. Optionally, click on New Contact to create a completely new contact record for the feedback source, not previously held. This requisite step is covered separately in the topic To create a new contact via a feedback case; once created, the new contact will be displayed in the Search Results summary table ready for selection.
10. Click on Next. The Create Feedback Case - Select Entity window is displayed, ready to cross-reference the feedback to a specific system component. This requisite step is covered separately in the topic To link a business entity to a feedback case.
11. Click on Next. The Create Feedback Case - Allocate Case window is displayed, ready to assign ownership for the case at this first progression stage 3. This requisite step is covered separately in the topic To allocate an owner to a feedback case.

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 Only stages linked to the selected feedback type are included in the list.

3 This option is only activated in the instance where no allocation rules have been defined for the selected stage type.

See related topics...

Feedback case consolidation management overview

To create a new contact via a feedback case

To link a business entity to a feedback case

To allocate an owner to a feedback case

To consolidate related feedback cases

Using the search facility