To reopen a closed feedback case

The procedure to reopen a closed 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 Case Actions. The Feedback Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Reopen Case 2.
5. Click on Next. The Reopen Feedback Case window is displayed.
6. Using the Reopen reason drop-down field, select a parameter value to qualify the circumstances surrounding the feedback case being reopened.
7. Use the Notes field to add contextual data in support of the feedback case being reopened.
8. Using the Stage type drop-down field, select the appropriate progression point onto which the feedback case should be restarted.
9. Click on Next. The Allocate Case window is displayed, ready to assign ownership for the case at this reactivated progression stage, as required 3.
10. 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 assigned at this progression stage, or choose the All option, as required 1.
11. Click on Save. The feedback status is set to Live and the reactivated 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 This option is only active for feedback cases that are set to a status of Closed.

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

See related topics...

Feedback case progression management overview

To close a feedback case

Using the search facility