To progress an action within a support provision case

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The procedure to progress an action within 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 Actions. The Actions tab is activated, revealing all stakeholder commitments pertinent to the support provision case, as displayed in the Actions grid 2.
  4. Double-click on a row matching the action to be progressed. The Actions window is displayed, detailing its contextual background and current status.
  5. Using the Progress drop-down field, select a parameter value to reflect the phased headway towards completing the action plan 3.
  6. Enter the Progress details into the field provided i.e. to qualify the circumstances surrounding the change of progression state.
  7. Where all aspects of the action have been fulfilled, enter the Completion date using the calendar icon (), or type in the date directly (format DD/MM/YY or DD/MM/YYYY); use the inter-related Outcome and Outcome details fields to capture the supporting information 4.
  8. Click on Confirm. The updated progression details are reflected in the Actions grid.
  9. 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 To aid identification, the Support Plan column heading will reveal the nature of those records that are mapped directly to a linked case.

3 These custom values can be populated by the end user via the system parameter entitled Support Action Progress Descriptions.

4 The Outcome parameter field can be populated by the end user via the general lookup entitled Support Action Outcomes.


See related topics...

Support provision action management overview

To add an action to a support provision case

To define a general lookup parameter value

Using the search facility