To link a new stage to a feedback case

The procedure to link a new stage to a feedback case 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 Stage Actions. The Feedback Stage Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of New Stage 2.
5. Click on Next. The New Feedback Stage window is displayed, revealing the last completed stage for the feedback case, if any.
6. Using the New Stage drop-down field, select the next sequential progression stage for the feedback case. Where configured, the Default next stage type will be automatically displayed, ready for selection 3.
7. Click on Save. The Allocate Case window is displayed, ready to reassign ownership for the case at this progression stage, as required 4.
8. Using the combined Users and Roles drop-down fields, multi-select all desired users and overarching roles, representing the subset of user accounts to whom the feedback case will be reassigned at this progression stage, or choose the All option, as required 1; click on Save. Alternatively, to preserve the existing case owners, click on Close. The next progression stage is displayed in the Stages summary table.

Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then de-select individual items from the full list, as appropriate; the All tick box will be automatically removed once an item is de-selected.

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 It is only permitted to generate the next progression stage for a feedback case once the current stage has been cancelled or completed.

3 Where the stage type has been configured to prevent manual override of the next progression stage, only the default option will be presented.

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

See related topics...

Feedback stage progression management overview

To complete a stage within a feedback case

To cancel a stage within a feedback case

To create a new feedback stage

Using the search facility