There are 2 ways to
add a support case. One is to Click the New Support Case button on the right of
the screen. This will take you to the search screen where you will search the
participant. Then select the participant and click in the [New]
Support Cases link and begin by inputting information in the Support Case
The second is to go straight
to All Support Cases tab and search for your particpant and then select Create
New Support Case.
This will take you to the Support Case Detail screen. Suppport Case Type, SubType and Topic are mandatory
fields and you will not be able to save a new Support Case without filling in
these fields. Please note, depending on
the case, you may choose multiple Support Case Types and SubTypes – you should
always choose all the relevant types.
When a Support Case is resolved, you need to change Status
to CLOSED and define the close reason.
This will be very important to measure the length of every support case and
track how it was resolved. If the close
reason is “Early Return” or if the participant’s program has ended for any
reason, it is very important that you also go to the Service Case page and
close the service case there as well so that our records of who is on program
In order to share the support case with your Partner, the
Visible to Partner field must be set to Yes, which is the default value.