Siebel eService Administration Guide Addendum for Industry Applications > Siebel Public Sector eService > Managing Cases >

Updating Cases

A citizen can update cases by adding attachments to cases and by adding information about activities that are associated with cases. The attachments and activities that citizens add also appear in the Attachments view of the Cases screen and the Activities view of the Cases screen in the Siebel Public Sector application.

In the Siebel Public Sector application, an agent can add attachment records and activity records to a case. If a citizen has access to the case in the Siebel Public Sector eService Web site, then the citizen can view only the attachment records and activity records for which the agent selects the Web Access field.

NOTE:  If the Status field for the case is Submitted, then citizens cannot add attachments and activities to the case.

To update a case

1. In the Siebel Public Sector eService Web site, click the Service tab.
2. In the Quick Links applet, click the Check Case Status hyperlink.
3. (Optional) To find a specific case, click Query, enter the search criteria in the fields in the My Cases form, and click Go.

   NOTE:  For the form fields in which you can type text, you can use a wildcard to search, which in this case is an asterisk (*). For example, you can type *Arson* in the Name field to find all cases that contain the word Arson in the case name. The search logic is case sensitive, so the word Arson might yield different search results than the word arson.

4. In the My Cases applet, click the hyperlink in the Case number (#) field for the case that you want to update.
5. If you want to add an attachment to the case, then complete the following steps:
   1. In the Attachments applet, click Add.
   2. In the Attachments form, click the select button for the Attachment Name field.
   3. In the Add Attachment dialog box, select a file or enter a URL, and then click Add.
   4. (Optional) Enter a description of the attachment in the Comments field.
   5. Click Submit.

      In the Attachments applet for the case, the new attachment record appears. You cannot change or delete this attachment.

6. If you want to add information about an activity that is associated with the case, then complete the following steps:
   1. In the Activities applet, click Add.

      To create an activity that is an appointment request, see Requesting Appointments for Cases.

   2. In the Activities form, complete the appropriate fields, and select Web Update in the Type field.
   3. Click Submit.

      In the Activities applet for the case, a new activity record appears. You cannot change or delete this activity, but an agent can change (but not delete) this activity in the Siebel Public Sector application.