Siebel Public Sector Guide > Managing Benefits Cases > Process of Managing Appeal Cases >

Completing Appeal Cases

To make a decision about an appeal, a board reviews the evidence in the appeal case and any other evidence or arguments that the citizen presents to the board. After its review, the board might decide to increase benefits (or approve the appeal), not change benefits (or deny the appeal), decrease benefits, suspend benefits, or terminate benefits.

After the board makes a decision about an appeal, the agent who manages the citizen's case, completes the appeal case by changing the status of the appeal case to Closed. If the citizen re-appeals the case, then the agent can change the status of the appeal case back to Active, or the agent can delete the appeal case and create a new one.

This task is a step in Process of Managing Appeal Cases.

To complete an appeal case

1. Navigate to the Cases screen, then the Case List view.
2. Change the Status field of the appeal case to Closed.
3. (Optional) Change the Sub-Status field of the appeal case to the appropriate value.
4. If necessary, change the appropriate fields for citizen data relating to the case.
5. If necessary, reassign the benefits for the citizen's original case:
   • For more information about automatically assigning benefits to cases, see Automatically Assigning Benefits to Cases.
   • For more information about manually assigning benefits to cases, see Manually Assigning Benefits to Cases.