Siebel eService Administration Guide for Siebel Open UI > Using Siebel Public Sector eService > Managing Cases on Siebel Public Sector eService >

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. If a record for the case appears in the My Cases applet on the home page of the Siebel Public Sector eService Web site, then click the hyperlink in the Case Number field of the record.

   Records for the cases that are most recently created and updated appear in the My Cases applet on the home page.

2. If a record for the case does not appear in the My Cases applet on the home page of the Siebel Public Sector eService Web site, then complete the following steps:
   1. Click the Side Menu icon, and select My Cases.
   2. (Optional) Query to find a specific case.
   3. In the My Cases applet, click the hyperlink in the Case Number field for the case that you want to update.
3. If you want to add an attachment to the case, then select the display mode of records in the Attachments applet as follows:
   • If you want the attachment records to appear in forms, then click Card.
   • If you want the attachment records to appear in a list, then click List.
4. If you want to add a file attachment to the case, then complete the following steps:
   1. In the Attachments applet, click New File.

      A dialog box appears.

   2. Locate and select the file that you want to attach to the case, and then click Open.

      The dialog box closes, and the file record appears in the Attachments applet.

   3. (Optional) Enter a description of the attachment in the Comments field.

      After this attachment is saved, you cannot change or delete it.

5. If you want to add a URL attachment to the case, then complete the following steps:
   1. In the Attachments applet, click New URL.

      The Add URL dialog box appears.

   2. Enter the URL in the URL field, or copy and paste the URL from a Web page into the URL field, and then click Add.

      The Add URL dialog box closes, and the URL record appears in the Attachments applet. You can click the hyperlink in the Attachment Name field to access the corresponding Web site.

   3. (Optional) Enter a description of the attachment in the Comments field.

      After this attachment is saved, you cannot change or delete it.

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 the plus (+) icon.

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

   2. Complete the appropriate fields for the activity, and select Web Update in the Type field.
   3. Click the arrow-pointing-to-a-box icon to save the activity record.

      The new activity record is added to the Activities applet. You cannot change or delete this activity, but an agent can change (but not delete) this activity in the Siebel Public Sector application.