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About Appeal Cases

If citizens are not satisfied with the benefits that they receive, then they can notify an agency that they want to appeal their case. For example, they can submit an appeal request on a self-service Web site. A citizen can appeal a case only within a time period that the agency designates. When the agent who manages the citizen's case knows about the appeal, the agent can create an appeal case for the citizen's original case. The original case continues to be in effect, and the citizen continues to receive the existing benefits that were established under the benefit plans for that case. You can create multiple appeal cases for a case. For more information, see Process of Managing Appeal Cases.

When you create an appeal case, Siebel Public Sector performs the following steps:

1. For the original case, selects the Appealed check box, and changes the Status field to Active.
2. Creates an appeal case in the Appeal Cases view for the original case, populates the Case Name field of this appeal case with the name of the original case followed by Appeal text and the current date, populates the Parent Case field of this appeal case with the name of the original case, and populates the Category field of this appeal case with a value of Appeals.

   Users can also view appeal cases in the Case List view of the Cases screen.

3. Creates an evidence record in the Evidence view for the appeal case, populates the Evidence Name field of this evidence record with Case number (#) text followed by the number of the original case and the current date, and populates the Parent Case field of this evidence record with the name of the original case.

   Users can also view evidence for appeal cases in the Evidence List view of the Evidence screen.

4. Creates a snapshot file in the Attachments view for the evidence record, populates the Name field of this file record with Case number (#) text followed by the number of the original case and Snapshot text, and selects the check box for the System Generated field of this file record.

   This snapshot file contains the field values for the original case, for the active benefit plans that are associated with that case, and for the benefits that are associated with those benefit plans. For information about configuring the format and content of this snapshot file, see Process of Configuring Appeal Cases.