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

Requesting Appeals for 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. When a citizen requests an appeal for a case, an activity record for the appeal request is automatically created.

NOTE:  In the Siebel Public Sector eService Web site, the Appeal Request button is enabled only for cases that have a Category field of Benefit in the Siebel Public Sector application. Administrators can enable this button for additional case categories. For more information about configuring case categories for appeal cases, see Siebel Public Sector Guide.

To request an appeal for 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, select the case for which you want to request an appeal, and click Appeal Request.

   The Appeal Request button is disabled if the Status field value of the case is Inactive or Submitted.

5. In the Request Appeal applet, enter the reason for the appeal, and click Submit.

   In the Activities applet for the case, an activity record for the appeal request appears. The Type field value of the activity record is Appeal Request, and the Status field value of the activity record is Active. You cannot change or delete this activity, but an agent can change (but not delete) this activity in the Siebel Public Sector application.

6. If you want to include in the case a document that supports the appeal request, then add an attachment to the case for which you request the appeal.

   Alternatively, you can wait until an agent accepts your appeal request, and then include the document with the new appeal case that the agent creates. For information about adding an attachment to a case, see Step 5 in Updating Cases.