When changes are made to a case, a number of background tasks are triggered to update it. These are mostly used to keep the current stage and status in sync, but can also reset SLAs and reassign the case to other teams.
The standard list of routines is as follows. You can add and amend routines in the Complaint Case Type Configuration.
| Name | Trigger | Actions |
|---|---|---|
| Service Request (Status Service Request, SLA 5 days) | Stage changed to "Service request" |
|
| Stop service request timer on acknowledgement task starting | "Service request - acknowledgement" Task started |
|
| Service request response sent by team | "Service request - send response" Task completed |
|
| Stage 1 (Status Stage1, SLA 10 days) | Stage changed to "Stage 1" |
|
| Stage 2 (Status Stage2, SLA 20 days) | Stage changed to "Stage 2" |
|
| Ombudsman (Status Ombudsman, SLA - ) | Stage changed to "Ombudsman" |
|
Service request assigned to service | "Service request - investigate and send response (service)" Task started |
|
| Service request completed by service | "Service request - investigate and send response (service)" Task completed |
|
| Service request cancelled by service | "Service request - investigate and send response (service)" Task cancelled |
|
| Clear SLA - Stage 1 | Status changed to "Stage 1 resolved" |
|
| Clear SLA - Stage 2 | Status changed to "Stage 2 resolved" |
|
| Clear SLA - Stage 1 / 2 / 3 | Case assigned to "Complaint team - resolved" |
|
Last modified on July 02, 2024
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