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Viewing Cases

By default, the citizen who creates an application (the primary contact) is automatically granted access to the case that is created when an agent uploads the application into the Siebel Public Sector application, and other household contacts in the application are not automatically granted access to this case. If another user creates an application for a citizen, then that user and the citizen (the primary contact) are automatically granted access to this case. Administrators can configure this default behavior to automatically grant case access to all of the application contacts or to none of the application contacts.

In addition to automatically creating cases by uploading applications that citizens submit, an agent can manually create cases in the Siebel Public Sector application. An agent can select the Web Access field in any contact record for an automatically-created case or a manually-created case to grant case access to that contact. Likewise, an agent can clear this Web Access field to deny case access to that contact. Thus, citizens who do not complete and submit applications in the Siebel Public Sector Self Service Web site can still view cases for applications that include them as household contacts. For more information about flagging cases for Web access, see the information about adding contact information to cases in Siebel Public Sector Guide.

To view a case

1. If a record for the case appears in the My Cases applet on the home page of the Siebel Public Sector Self Service 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.

   Details about the case appear in an applet for the case and in applets for additional case information, such as attachments, activities, benefit plans, benefits, and benefit payments.

2. If a record for the case does not appear in the My Cases applet on the home page of the Siebel Public Sector Self Service 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 view.

      Details about the case appear in an applet for the case and in applets for additional case information, such as attachments, activities, benefit plans, benefits, and benefit payments.