How to Add or Edit a Case

You use a case to track business events that might take days, weeks, or years to resolve. Examples of business events are appeals, estate recovery, and audit. A case is used to track incoming and outgoing correspondence, such as phone calls, written correspondence, etc. It also supports notes, routing, attachments, letter generation, and linking existing correspondence records (CRs), and cases.

You can add a new case manually on the Log Case page. You can edit the case record with new information over the course of the event.

You can associate other types of records (such as claims, service authorizations, recovery cases), cases, and CRs to the case you are adding or editing. The links to the additional cases and CRs are associated when you save the existing case. If you exit the record without saving, the associated links are not saved.

You can use the navigation links at the top the Log Case page to access panels quickly.

Optionally, you can:

• Add a correspondence record. To add a correspondence record using the case entity information and associate it with this case, on the Log Case action bar, click Add Associated Correspondence. See How to Add or Edit a Correspondence Record for instructions.

• View audit details. To retrieve audit information, close any open panels and, on the action bar, click Audit Log. To view the details for a particular record, click Audit.

• Reset your entries. To clear the fields and remain on the page or panel, click Reset.
• Cancel your entries. To close the page or panel without saving your changes, click Cancel.

To add or edit a case

1. To add or edit a case do one of the following:
   • To add, do the following:
     1. On the Ct Mgmt menu, click Case
     2. On the Search Case action bar, click Add Case.

     3. To associate an entity to a case, do the following:

        • On the Entity Search page, search and select the entity for this case.

        • If the entity does not exist, to add the entity, on the Entity Search action bar, click Add Entity and, on the Maintain Entity page, complete the fields.

        The Log Case page is displayed with the entity information in the Case Regarding panel.

   • To edit, do one of the following:
     • To search for and edit a case from the main menu, do the following:

       1. On the Ct Mgmt menu, click Case.
       2. Search for the case you want to edit.
     • To claim a case to edit from the Group Case tab on the My Tasks panel, do the following:

       1. On the My Tasks panel, click Group Case.
       2. In the table, click the appropriate row.
          
       3. In the Case Record Details panel, on the Case Record Details action bar, click Claim Case Record.
     • To edit a case assigned to you from the My Case Records tab on the My Tasks panel, do the following:

       1. On the My Tasks panel, click My Case Records.
       2. In the table, click the appropriate row.
          
       3. In the Case Record Details panel, on the Case Record Details action bar, click Open Case Record.
2. On the Log Case page, in the Case Details panel, complete the fields.
3. Optionally, if the case concerns additional entities, on the Inquiring About Case Entity Search page that is displayed, search and select the entity.
4. Optionally, to associate other types of records, such as service authorizations, claims, or recovery cases, to this case, in the Associated Records panel, complete the fields:
   1. Do one of the following:
      • To add, click Add Associated Records.
      • To edit or unlink a record, in the Associated Records table, click the appropriate row.
   2. In the Associated Records panel, do one of the following:
      • To add or edit,
        1. Complete the fields.
        2. To store this information in the table, on the Associated Records action bar, click Save.
      • To unlink a record, on the Associated Records action bar, click Delete. This does not delete the record, but only the association.
5. Optionally, to assign the case to another user within the same department or business unit or add the case to your Watchlist, in the Routing panel, complete the fields:
   1. Do one of the following:
      • To add, click Add Routing Assignment.
      • To edit, in the Routing table, click the appropriate row.
   2. In the Routing panel, complete the fields.
   3. To store this information in the table, on the Routing action bar, click Save.
6. Optionally, to link or unlink additional cases to this case, in the Associated Case & Correspondence panel, complete the fields:
   1. In the Case section of the Associated Case & Correspondence panel, do one of the following:
      • If the case is already displayed in the Existing Case Records table, continue to the next step.
      • If the case is not displayed in the Existing Case Records table, to manually search for the case, click Search and complete the fields.
   2. To link a case or to unlink an associated case, do one of the following:
      • For every case you want to associate, in either the Existing Case Records table or the search results table from your manual search, click Link.
      • To select all cases in the Existing Case Records table, click Select All Rows. If needed, you can deselect individual cases.
      • If you select multiple cases by mistake, click Deselect All Rows and reselect the cases.
      • To unlink a case, in the Case Records Associated with this Case table, click the appropriate row and on the Case Record action bar, click Delete. This does not delete the case record, but only the association.
7. Optionally, to link or unlink correspondence to this case, in the Associated Case & Correspondence panel, complete the fields:
   1. In the Correspondence section of the Associated Case & Correspondence panel, do one of the following:
      • If the correspondence is already displayed in the Existing Correspondence Records table, continue to the next step.
      • If the correspondence is not displayed in the Existing Correspondence Records table, to manually search for the correspondence, click Search and complete the fields.
   2. To link a correspondence record (CR) or to unlink an associated CR, do one of the following:
      • For every CR you want to associate, in either the Existing Correspondence Records table or the search results table from your manual search, click Link.
      • To select all CRs in the Existing Correspondence Records table, click Select All Rows. If needed, you can deselect individual CRs.
      • If you select multiple CRs by mistake, click Deselect All Rows and reselect the CRs.
      • To unlink a CR, in the Correspondence Records Associated with this Case table, click the appropriate row and on the Correspondence Record action bar, click Delete. This does not delete the CR, but only the association.
8. Optionally, to attach a document to the case, edit the description of an attached document, or detach a document, in the Attachments panel, complete the fields.
9. Optionally, to generate and review letters about this case, in the Letters and Responses panel, complete the fields: 
   • To request a letter be sent about this case, click Create Letter and, on the Letter Generation Request page, complete the fields. .
   • To view or edit information about a letter, click the appropriate row in the Letters & Responses table, and do one of the following:
     • On the Letters & Responses panel, complete the appropriate updated information in the fields. To store the information, on the Letters & Responses action bar, click Save.
     • If the selected letter has been generated and you want to view an image, on the Letters & Responses action bar, click View Letter.
     • To edit (if the letter has not been generated) or view existing letter request information, on the Letters & Responses action bar, click View Letter Request. The Letter Generation Request page is displayed.
10. To add or edit events like appointments, hearings, reminders, or case event alerts, in the Case Events panel, complete the fields:
    1. Do one of the following:
       • To add a case event, click Add Case Event.
       • To edit, in the Case Events table, click the appropriate row.
    2. In the Case Events panel, complete the fields.
    3. On the Case Events action bar, click Save.
11. Optionally, to add or edit an alert, in the Alerts panel, complete the fields:
    1. Do one of the following:
       • To add an alert, click Add Alert.
       • To edit, in the Alerts table, click the appropriate row.
    2. In the Alerts panel, complete the fields.
    3. On the Alerts action bar, click Save.
12. Optionally, to add or edit the steps or stages needed to complete the case, in the Case Steps panel, complete the fields:
    1. Do one of the following:
       • To add a step, click Add Case Step.
       • To edit, in the Case Steps table, click the appropriate row.
    2. In the Case Steps panel, complete the fields.
    3. On the Case Steps action bar, click Save.
13. Optionally, in the Notes panel, do one of the following:
    • View a note.
    • Add a note.

Tip: You cannot search for a note while you are in a case. However, you can add a new note while you are working on a case record. Depending on your security permissions, you may be allowed to add notes to a closed case record, as well.

14. On the Log Case action bar, click Save.

See Also

Log Case Page

Inquiring About Case Entity Search Page

What Is a Case?

How to Search and View Correspondence

What Is My Tasks?

About Contact Management

Version as of 5/16/14.