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How to add or search Support Cases



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 Detail screen.  

 

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 are accurate.

 

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. 

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