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

Developing Appeal Cases

To support an appeal, a citizen can provide relevant documentation to the agent or manager who manages the appeal case. To develop an appeal case, the agent or manager includes this supporting documentation in the appeal case record. Also, a citizen can use a self-service Web site to include this supporting documentation in the original case or the appeal case.

You cannot change the status of (or delete) cases that are associated with appeal case records that are active. When you delete the case that is associated with an appeal case, the appeal case record is also deleted.

When an appeal case is created, the evidence record that is created in the Evidence view for that appeal case has a value of Document in the Evidence Type field and value of Case Snapshot in the Evidence Subtype field. You cannot delete this evidence record, but if you delete the associated appeal case, then the evidence record is automatically deleted.

When an appeal case is created, the snapshot file that is created in the Attachments view for the evidence record has a value of Case Snapshot in the Evidence Type field, and the System Generated check box is selected. You cannot delete this snapshot file, but if the associated evidence record is deleted, then the snapshot file is automatically deleted.

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

To develop an appeal case

1. Navigate to the Cases screen, then the Case List view.
2. Drill down on the Case Name field of the active appeal case, and navigate to the Evidence view.
3. (Optional) Create a new evidence record for the appeal case, and complete the fields as appropriate.

   For more information, see Creating Evidence Records.

4. Drill down on the Evidence Name field of an evidence record in the appeal case, and navigate to the Attachments view.
5. Add an attachment to the evidence record for the appeal case.

   For more information, see Adding Attachments to Cases.