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Viewing the Status of Appeal Requests

An agent can accept or reject an appeal request in the Siebel Public Sector application. To accept the appeal request, the agent changes the Status field for the activity record associated with the appeal request from Active to Approved, the agent might enter text in the Description field of the activity record to explain the reason for accepting the appeal request, and the agent creates an appeal case for the citizen's original case. After the agent completes these acceptance tasks, the following changes occur in the Siebel Public Sector Self Service Web site:

• A new appeal case appears in the My Cases applet.
• The Status field for the activity record associated with the appeal request changes from Active to Approved.
• The Summary field for the activity record associated with the appeal request changes to include text that the agent enters to explain the reason for accepting the appeal request.

To reject the appeal request in the Public Sector application, the agent changes the Status field for the activity record associated with the appeal request from Active to Declined. The agent also enters text in the Description field of this activity record to explain the reason for rejecting the appeal request. If the agent rejects the appeal request, then the citizen can request another appeal for the case. For more information about accepting or rejecting appeal requests for cases, see Siebel Public Sector Guide.

To view the status of an appeal request

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.

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 of the case for which you want to view more information about an appeal request.
3. In the Activities applet, complete the following steps:
   1. Note the value in the Status field of the appeal request.
      • If the value is Approved, then an agent accepted the appeal request.
      • If the value is Declined, then an agent rejected the appeal request.
      • If the value is Active, then an agent has not yet accepted or rejected the appeal request.
   2. If the Status field value is Approved or Declined, then note any additional text the agent entered in the Summary field to explain the reason for acceptance or rejection.