Did you know that you can enable service users' Close Case Editing Rights in HR Case Management?
Closed cases can contain fields with inaccurate data.
Service users must re-open such cases, make edits, and reclose them.
However, the user who reclosed the case might not be the same user who closed the case originally. The recloser's name replaces the original closer's name. The reclose date replaces the original close date.
These actions skew Closed By Agent and Closed Date reporting and metrics because reporting displays the most recent data.
Solution
Adding the "Close Case Editing Rights" configuration to the Application Settings allows service users to update closed cases as per their role without skewing Closed Date and Closed By Agent reporting and metrics.
The Case History logs these updates, just as with any other update to the case.
The Closed Date and Closed By Agent reports retains the original case closure date and the name of the agent who first closed the case.
Service users can update the following fields and save all changes:
• Topic
• Category
• Subcategory
• Substatus
All other fields are read-only.
Topic field changes do not update the Service Group field because it is a read-only field.
Benefits
• Case closure reports reflect the most accurate data.
• Customers can grant "Close Case Editing Rights" as per role role to secure access to Closed Cases.
• The system consistently identifies the agents who originally closed cases and the agents who corrected them. Thus, administrators can give credit where credit is due.
Configuring "Close Case Editing Rights": Steps
1. Log into HR Case Management as a setup administrator (CMsetup).
2. In the portal menu, navigate to Case Management Admin > Application Settings.
3. On the Applications Setting page, scroll down to the Close Case Editing Rights area.
Click on the role-specific switches to change their settings from “No” to “Yes” as appropriate:
• Agent/ServiceRep
• ServiceMgr
• ServiceAdmin
Then click Update.
Update a Closed Case: Steps
1. Log into HR Case Management as a service user with close case editing rights.
2. Access the Directory or any report and open any closed case.
Note that the Topic, Category, Subcategory, and Substatus fields are editable. All other fields remain read-only.
After making the updates, click Save.
3. Click the More menu (three dots icon) and select Case History. The Case History logs the updates to the closed case for auditing purposes.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
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