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

Accepting or Rejecting Appeal Requests

When citizens submit an appeal request for a case on a self-service Web site, an activity record for the appeal request is automatically created for the case. This activity has a Type field value of Appeal Request. Agents can complete the procedure in this topic to accept or reject such an appeal request. For information about submitting an appeal request for a case on a self-service Web site, see Siebel eService Administration Guide for Siebel Open UI if you use Siebel Public Sector eService for the Open UI client or Siebel eService Administration Guide Addendum for Industry Applications if you use Siebel Public Sector eService for the standard-interactivity client.

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

To accept or reject an appeal request

1. Navigate to the Cases screen, then the Case List view.
2. Drill down on the Case Name field for the case associated with the appeal request.
3. In the Activities list, review the reason for the appeal request in the Description field of the activity for the appeal request.
4. To review documentation that is associated with the appeal request, complete the following steps:
   1. Navigate to the Attachments view.

      In this view, you can see all of the attachments that are associated with the case.

   2. In the Attachments list, drill down on the Attachment Name field for the attachment records that appear to review documentation might be associated with the appeal request.
   3. Navigate to the Activities view to go back to the Activities list.
5. In the Activities list, change the Status field of the activity for the appeal request as follows:
   1. If you want to accept the appeal request, then change the Status field to Approved.

      If you accept the appeal request, then you must create an appeal case for the original case. For more information, see Creating Appeal Cases.

   2. If you want to reject the appeal request, then change the Status field to Declined.
6. (Optional) Enter text in the Description field of the activity to explain the reason for accepting or rejecting the appeal request.

   On a self-service Web site, the citizen who is associated with the case might have already entered text in this field. Add to, but do not delete, the citizen's text. This citizen can view your text in the Summary field for the appeal request activity on the self-service Web site.