4Managing All Cases
Managing All Cases
This chapter includes information that applies to any case in Siebel Public Sector. It includes the following topics:
About Case Management
The process of case management varies depending on the agency using Siebel Public Sector. To a social service agency, a case often represents a request for benefits. To a law enforcement department or national security agency, a case typically refers to an investigation. To a tax agency, a case can be an audit, an attempt to collect taxes due, and a taxpayer inquiry about a tax bill. Case management functionality in Siebel Public Sector is designed to meet the needs of a broad range of case management uses.
Although each type of case has specific requirements, and individual agencies have unique procedures for managing cases, many of the underlying case management processes are similar. Users create cases in Siebel Public Sector and assign owners to cases. Users can add supporting documentation, notes, and other details to the case. They can associate the case with accounts, contacts, and addresses. The case owner, and possibly other agents, must complete a set of activities to process the case. Users might arrange meetings for the case. They can use time sheets to assign their time to cases and then submit these time sheets to their managers for approval.
Cases Home Page
The Cases Home page is a useful starting point that provides quick access to case management functionality. By combining a specific case view with a predefined query, the central section of the home page incorporates a set of links that users can employ to navigate to frequently used case data. An administrator maintains these links using the View Links view of the Administration - Application screen. Users can create personal view links using the View Links view of the User Preferences screen. For more information, see Siebel Applications Administration Guide and Siebel Fundamentals.
Case Records Management
Users can create new case records for an individual, a household, or a group of individuals. Examples include: an employment agent opening a case when a jobless person files for unemployment benefits, a tax agent starting an audit of a married couple who file tax returns that seem to be inaccurate, and an investigator opening a case to scrutinize a motorcycle gang suspected of several crimes. The case management module can capture actions and interactions.
Using a configured workflow, case records can also be automatically created from events in external applications. Additionally, you can load case records in bulk using Oracle’s Siebel Enterprise Integration Manager. For more details about using Siebel Enterprise Integration Manager, see Siebel Enterprise Integration Manager Administration Guide.
Development of Case Tasks Using iHelp
Agencies might want to define business processes for case management using iHelp, which provides instructions using a step format, and includes embedded view navigation links. iHelp is a guidance tool that delivers real-time assistance as users navigate through Siebel Public Sector. In addition, iHelp can highlight important fields and buttons on the view associated with each step of the task to draw the user's attention to the controls to use to complete the task. These tasks are available from the Cases Home page and from anywhere in the Cases screen by clicking on the How Do I button in the toolbar. For more information about using iHelp, see Siebel Fundamentals.
Case Activity Plans
Agencies can incorporate standard practices for case management into activity plans that are associated with cases to make sure that all cases are handled in a consistent manner. An activity plan is a set of tasks (activities in the Siebel data model) that users must complete to finish processing the case. An administrator can create the activity plans using the Activity Templates view of the Administration - Data screen. In the template, administrators can assign each discrete activity a description, priority, duration, and other details. When creating case activity plans, the Type field value is set to Case so that the activity plan is available from the Cases screen. Developers can use workflows to automate the process of adding activity plans to a case record. For more information, see Siebel Applications Administration Guide, Siebel Business Process Framework: Workflow Guide, and Activating Siebel Public Sector Workflows.
Case Relationships
Users can relate case records to other case records. The ability to associate one case to another is useful for tracking purposes if a citizen previously applied for benefits, or if multiple investigations have common aspects. When you add a case record as a related case to another case, the latter case is also added as a related case to the former. For example, if you add Case A to the list of related cases for Case B, then Case B is automatically included in the list of cases related to Case A.
Case Audits
Each case record includes a Siebel Audit Trail that stores changes that users make to fields in the case record. Administrators can specify and adjust the audited fields using the Audit Trail view of the Administration screen. You can grant administrators and managers access to the Siebel Audit Trail of a case to see the users who made changes to a case record. You can make the Siebel Audit Trail visible to a broader group of people who need insight into a case's history. For more information about the Siebel Audit Trail, see Siebel Applications Administration Guide.
About Tax Case Management
This topic includes information that is specific to tax case management.
Tax Case Documents
Case workers can scan a document such as a tax return to create an attachment record in Siebel Public Sector. Case workers also can associate a case record with previous scanned documents that are available in another document management application. For example, if the tax agency electronically stores tax returns in a document management application, such as File Net or Documentum, then case workers can associate as attachments the documents from these applications with the case records.
Tax Case Assessments
Case workers might have to periodically evaluate tax cases to help them determine the next course of action. Siebel Public Sector provides case assessment functionality to help case workers make these decisions, resulting in more uniform decision processes in the tax agency. Case workers can work from predefined assessment templates that are automatically triggered, using a workflow, at different stages in the case's life cycle.
Administrators or managers at the tax agency can define or modify the assessment templates. The predefined assessment template has attributes in the form of simple questions with weighted values. Each response has an associated score. Completing the assessment provides an overall score for the case. This score can help case workers to make the appropriate decisions. For more information about creating and using an assessment template with associated attributes, see Siebel Applications Administration Guide.
Tax Case Correspondence
When correspondence is generated using Oracle’s Siebel Correspondence, an activity record of type correspondence is automatically created and associated with the citizen record. For example, case workers might use Siebel Correspondence to a mail reminder notice with tax return forms to citizens who did not file a tax return for the tax period. For more information about using Oracle’s Siebel Correspondence, see the correspondence topic in Siebel Correspondence, Proposals, and Presentations Guide.
Scenarios for Tax Case Management
This topic describes how tax case management might be used. You might use tax case management differently, depending on your business model. This topic includes the following scenarios:
Managing Tax Inquiries
A citizen moved since last filing a return with a tax agency. This citizen expects a refund, but has not received the refund check because the tax agency is unable to finish processing the refund. The tax agency sent correspondence to the citizen, but the correspondence was returned to the agency as undeliverable.
The citizen calls the tax agency and is routed to Customer Service. The citizen enters personal identification information in an Interactive Voice Recognition (IVR) application. A workflow in Siebel Public Sector automatically shows the customer service representative (CSR) at the call center a screen containing citizen details. The screen provides the CSR with demographic information, including the incorrect address and record of the previous attempts to communicate with the citizen.
The CSR confirms the identity of the caller, and realizes that the address on the citizen's record is incorrect. The CSR gets the correct information from the citizen and updates the record. A configured workflow relays the change of address notification to other back-office applications, such as financial applications and legacy applications.
Escalating Tax Cases
A citizen has an outstanding collection case with a tax agency. The citizen did not pay the liability because the citizen disagrees with the amount of the penalty the tax authority established. The citizen calls the tax agency for clarification about the penalty. The case worker can access details about the citizen's case to talk with the citizen about the penalty in greater detail. The case worker responds to the citizen’s question. Because the citizen does not agree with the amount of the liability, the case worker escalates the case and assigns it to the next level agent. That agent performs further analysis and records an assessment for the case.
Auditing Tax Cases
A citizen completed a tax return with zero outstanding tax due for the tax period, and filed the tax return. After assessing the tax return, a case worker creates an audit case for the tax filing. This audit case is based on the tax agency criteria and tax laws for the period. The case worker can access all of the tax case history records for the citizen (including citizen profile information, such as taxpayer identification number, social benefits identification, and tax accounts) and is well informed when she talks with the citizen about the case.
Appealing Tax Cases
A citizen receives a collection invoice from a tax agency for an outstanding balance. The citizen calls the tax agency, and the call is routed to the collection agent responsible for the case. After discussing the invoice, the citizen informs the agent that he wants to appeal the invoice amount. The agent creates an appeal case, and the case is automatically assigned to the appropriate case worker in the appeals division. Assignment rules determine this case assignment.
Roadmap for Managing Cases
This roadmap consists of processes and tasks that users typically perform when managing cases. Your agency might follow a different roadmap according to its business requirements.
To manage cases, users perform the following processes and tasks:
Creating Case Records
You create cases using the Cases screen.
If automatic serialization is enabled for the Siebel Public Sector application, then you can update the serial number that is automatically generated for a case record. You update the serial number when field values in the record change, and when those field values determine the serial number. Also, you update serial numbers when the serialization rule for the serial number changes after the serial number was last generated.
When you click Regenerate All in the Cases screen, the serial numbers for the selected case record, any associated evidence records, and any associated attachment records are regenerated. The serial numbers for associated Lead records remain unchanged. If you add a case record on the Cases view of any screen, then you must navigate to the Cases screen to regenerate the serial number.
This task is a step in Roadmap for Managing Cases.
To create a case record
Navigate to the Cases screen, then the Case List view.
Create a new record, and complete the fields as appropriate.
The following table describes some of the fields.
Field Description Case Number
Displays an automatically generated number that uniquely identifies the case.
Case Name
Type a descriptive name for the case.
Status
Displays a status of Active for the case. Values include Active, Closed, and Inactive. When you set the status to Closed, all other fields in the case record become read-only.
Sub-Status
Select a further clarification of the case status. The values that you can select depend on the value that you select in the Status field.
Case Type
Select the type of case. Case types typically are specific to the agency that deploys Siebel Public Sector. Values include Fraud, Social Security Benefit, and Public Health.
Stage
Select a stage in the process life cycle for the case. Values include Intake, Investigation, and Screening.
Category
Select the category for the case. Values include Bank Robbery, Bankruptcy, and Benefits. Each category value can have a corresponding category code, and the appropriate code is automatically included in the case serial number. For more information, see About Serialization Rules.
Territory
Select the agency territory for the case.
Info Changed
For benefits cases, displays a check in the check box after you click the Scan Changes button if the data that affects benefits changed after an agent last automatically assigned benefits to the case.
Team
Displays the ID of the user who creates the case record. You can assign additional users to the case. The user who creates the case record remains the primary team member for the case.
Date Opened
Displays the date and time that you create the case.
Date Closed
Displays the date and time that you close the case. For more information, see Closing and Reopening Cases.
Master Case #
Displays the number of the master case that includes the case.
Parent Case
Displays the original case name for an appeal case. This field applies only to appeal cases. For more information about appeal cases, see Process of Managing Appeal Cases.
Appealed
Displays a check in the check box if you click the Appeal button to appeal the case and if at least one associated appeal case is active. This field is read-only.
Description
Type a description containing additional information about the case. Click Check Spelling to verify spelling in this field.
Organization
Displays the organization of the user who creates the case record, but you can select another organization for the case. You can select multiple organizations for a case, but you can designate only one organization as the primary organization.
Threat Type
Select the type of threat for an investigative case. Values include Murder, Kidnapping, and Cybercrime.
Threat Sub-Type
Select a further clarification of the threat type. The values that you can select depend on the value that you select in the Threat Type field.
Threat Level
Select the predefined level for threat escalation. Values include High, Medium, and Low.
Classification
Select the classification for an investigative case. Values include Unclassified, Classified, Secret, and Top Secret.
Group Suspect
For an investigative case, displays the suspect name that users select in the Group Suspects view of the Cases screen. You can also add suspects to or remove suspects from the suspects list using this field.
Priority
Select the importance of the case. Values include Standard and Urgent.
Approval Template
Select a template that determines the approval routing for the case. The case record is automatically routed to the each approver’s inbox until the record has all approvals in the chain. For more information, see Reviewing Approvers for Cases and Submitting Cases for Approval.
Case Serial #
Displays the serial number for the case. A serialization rule populates this field when you save the record.
Error messages appear if you try to generate a serial number for a case, and a required field is missing data. To generate a serial number, make sure that all the required fields, and all the fields in the case serialization rule, contain data. For more information, see About Editing the Default Serialization Rules.
Process of Developing Cases
This process consists of tasks that users typically perform when developing cases. Your agency might follow a different process according to its business requirements.
To develop a case, users perform the following tasks:
This process is a step in Roadmap for Managing Cases.
Adding Details to Case Records
Numerous views allow users to add supporting documentation and activities to a case record.
This task is a step in Process of Developing Cases.
To add details to a case record
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the appropriate view, and create a new record.
The following table describes some of the views.
View Description More Info
Use this view to view some case fields and to enter values in some of these fields.
Accounts
Use this view to associate existing account records with the case and create a new account record. For more information, see Adding Accounts to Cases.
Approvers
Use this view to review the approvers that are listed in the approval template for the case. For more information, see Reviewing Approvers for Cases.
Activities
Use this view to create the follow-up tasks for the case and to assign each task to a team member. For more information, see Managing Activities for Cases.
Plans
Use this view to manage benefit plans and service plans for the case. For more information, see Process of Managing Benefits for Cases and Creating Service Plans for Cases.
Assessments
Use this view to assess the case. For information about creating and using assessment templates, see Siebel Applications Administration Guide.
Activity Plans
Use this view to associate a predefined activity plan containing activities with the case. For more information, see Managing Activities for Cases and Siebel Applications Administration Guide.
Attachments
Use this view to associate electronic files, such as documents, images, and other media, with the case. For more information, see Adding Attachments to Cases.
Assets
Use this view to associate assets with the case and change case assets to evidence records. For more information, see Creating Evidence Items from Assets.
Evidence
Use this view to create a new evidence record for the case. For more information, see Process of Managing Evidence Items.
Contacts
Use this view to associate existing contact records with the case or create a new contact record. For more information, see Adding Contact Information to Cases.
Leads
Use this view to create lead records for the case. For more information, see Process of Managing Lead Information.
Notes
Use this view to add other information to the case record. For more information, see Adding Notes to Cases.
Calendar
Use this view to manage appointments and tasks for the case. For more information, see Arranging Case Meetings.
Incidents
Use this view to associate existing incident records with the case or create a new incident record. For more information, see Process of Managing Incident Reports.
Related Cases
Use this view to associate other case records with the case.
Service Requests
Use this view to initiate a request for action or service fulfillment for the case. For example, you can use this view to request a transfer of cold case files from another agency or to request research information from another agency. For more information about service requests, see Siebel Field Service Guide.
Addresses
Use this view to associate existing address records with the case or create a new address record. For more information, see Adding Addresses to Cases.
Households
Use this view to record details relating to a household rather than an individual. For example, if officers investigate a domestic disturbance at a household, then they can record information for that household rather than for an individual. For more information about households, see Siebel Applications Administration Guide.
Groups
Use this view to associate existing group records with the case or create a new group record. For more information, see Creating Profiles for Groups.
Group Suspects
Use this view to associate existing suspect records with the case or create a new suspect record. For more information, see Creating Profiles for Group Suspects.
Partners
Use this view to track third-party organizations that are involved in the case. For more information, see Siebel Partner Relationship Management Administration Guide.
Projects
Use this view to enter information about current projects for the case. For more information, see Siebel Partner Relationship Management Administration Guide.
Proposals
Use this view to create proposals for the case. For more information, see Siebel Correspondence, Proposals, and Presentations Guide.
Presentations
Use this view to create presentations for the case. You can use preconfigured templates. For more information, see Siebel Correspondence, Proposals, and Presentations Guide.
Literature Distribution
Use this view to record literature that agents distribute to contacts for a case. For more information, see Adding Literature to Cases.
Vehicles
Use this view to document the characteristics of vehicles that are owned by individuals who are associated with the case.
Claims
Use this view to add information about insurance policy claims. For more information about creating claim records, see Siebel Insurance Guide.
Diseases
Use this view to associate a disease or medical condition with the case. For more information, see Creating Disease Records.
Audit Trail
Use this view to determine who modified the case record and when the user made the changes.
Verification Plans
Use this view to verify the information in an application for the case. For more information, see Verifying Application Information.
QA Plans
Use this view to perform a quality assurance review for the case. For more information, see Performing Quality Assurance Reviews
Appeal Cases
Use this view to see appeal cases. For more information, see Creating Appeal Cases.
Case Time Tracker
Use this view to assign user time to the case. For more information, see Assigning Time to Cases Using Time Tracker.
Court Activities
Use this view to add court information to the case. For more information, see Managing Court Information for Cases.
Using Assignment Manager to Manually Assign Organizations to Cases
When you manually assign organizations to cases by selecting the organizations in the Organization field of the case record, the organizations that you can select are not restricted.
Administrators can set up Assignment Manager to automatically assign organizations to cases at time intervals that they configure. However, Assignment Manager assigns only the organizations that satisfy the criteria that the administrators set up. If you do not want to wait for Assignment Manager to automatically assign organizations to a case, then you can manually implement Assignment Manager processing for the case. When you manually implement this processing, the organizations that you can assign to the case are restricted to the organizations that satisfy the Assignment Manager criteria.
You might manually implement Assignment Manager processing to avoid individually selecting numerous organizations in the Organization field. After you implement this processing, you can delete the existing organizations in the Organization field or select other organizations in this field. For more information about Assignment Manager, see Assignment Manager and Siebel Public Sector.
This task is a step in Process of Developing Cases.
To use Assignment Manager to manually assign organizations to a case
Navigate to the Cases screen, and then the Case List view.
Select the case to which you want to manually assign organizations.
In the menu that appears when you click the cogwheel icon in the case form, select Assign.
The dialog box for Assignment Manager organizations appears showing the appropriate organization records for the selected case. The criteria that administrators set up for Assignment Manager determine the organization records that appear.
In this dialog box, select the primary organization for the case.
Click Assign.
In the menu that appears when you click the cogwheel icon in the case form, select Save Record.
In the dialog box for the Organization field of the case record, any previously selected organizations are cleared and replaced with the same organizations that appear in the dialog box for Assignment Manager organizations. The organization that you select in Using Assignment Manager to Manually Assign Organizations to Cases appears as the primary organization for the Organization field.
Adding Attachments to Cases
Agents can add more detail to a case record by attaching relevant documents and other external media using the Attachments view of the Cases screen. The attachment can be in any format, such as a word-processing document or a spreadsheet containing details of a case analysis. Attachments are useful in building an electronic case folder so that all interested parties can share information.
Citizens who are registered on a self-service Web site can add attachments to the cases that they can access on the site. A citizen can access the cases for which the citizen’s contact record appears in the Contacts view of the cases and for which the Web Access field is selected in this contact record.
The attachments that citizens add on a self-service Web site also appear in the Attachments view of the Cases screen. An agent can clear the Web Access field for citizen-created attachments to deny citizens access to those attachments. On a self-service Web site, citizens can view only the agent-created attachments for which the agent selects the Web Access field.
If automatic serialization is enabled for the Siebel Public Sector application, then you can update the serial number that is automatically generated for an attachment record that is associated with a case record or an evidence record. You update the serial number when field values in the record change, and when those field values determine the serial number. Also, you update the serial number when the serialization rule for the serial number changes after the serial number was last generated. When you click the Regenerate button or the Serial Number button in the Attachments view, the serial number for the selected attachment is regenerated.
This task is a step in Process of Developing Cases.
To add an attachment to a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Attachments view.
In the Attachments list, click New File or New URL to associate a document or other media with the case record.
Adding Notes to Cases
Users can also record an important note about a case and share the note with other agents, or they can designate a note as private so that only the user who created the note can view it.
This task is a step in Process of Developing Cases.
To add a note to a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Notes view.
Select the appropriate value from the Notes drop-down list.
Select Public Notes to share the note with team members.
Select Private Notes to not share the note.
Create a new record, and complete the fields as appropriate.
(Optional) Click Check Spelling to verify spelling in the note text.
Adding Literature to Cases
Agents can use the Literature Distribution view to record the literature that they distribute to contacts for a case. Typically, you create a literature distribution record each time you mail literature to a contact. Users can select from literature that they add using the Literature view of the Administration - Document screen. For more information about setting up literature files, see Siebel Applications Administration Guide.
This task is a step in Process of Developing Cases.
To add a literature record to a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Literature Distribution view.
Add a record, and select the appropriate literature file.
Adding Accounts to Cases
You can add existing and new accounts to cases using the Accounts view in the Case List view of the Cases screen. After you add an account to a case, you can drill down on the account name field of the account record to add more details to the account. In the Accounts screen, you can create a repository of agencies and organizations. You use account profile data for notification purposes. For more information about creating account records, see Siebel Applications Administration Guide.
This task is a step in Process of Developing Cases.
To add an account to a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Accounts view.
Create a new record, and complete the fields as appropriate.
Adding Contact Information to Cases
You can add existing and new contacts to cases using the Contacts view in the Case List view of the Cases screen. Users can enter details about individuals to contact in relation to the case, such as police chiefs, sheriffs, public information agents, and emergency response team members. You can use contact information for notification and correspondence purposes.
When an agent automatically creates a case by uploading an application that a citizen submits on a self-service Web site, appropriate contact records are automatically associated with that case. These contact records can include the primary contact in the application, other contacts in the application, and the user who submits the application on behalf of another contact.
You can add existing and new cases to contacts using the Cases view in the Contacts List view of the Contacts screen. Users can enter details about individuals to contact in relation to the case.
This task is a step in Process of Developing Cases.
To add contact information to a case
To add contact information from the Cases screen, complete the following steps:
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Contacts view.
Create a new record, and complete the fields as appropriate.
The following table describes some of the fields.
Field Description Type
Select the type of contact. Values include Sheriff and Media. Select a value of Reporter for the contact who provides you information about a child-welfare case.
Contact Method
Select the manner in which you communicate with the contact. Values include Phone, Email, and Fax.
Case Relationship
Select the relationship that this contact has to the case (for example, values of Referral Source and Case Witness). You can access the Relationship Hierarchy view of the Contacts screen to view the relationship that a contact has to the primary case contact (for example, values of Self, Spouse, Guardian, Child, Parent, and Sibling).
Web Access
Select this check box if you want the contact to be able to view details about the case on a self-service Web site.
By default, this field is automatically selected for the primary contact of a case for an application that a citizen submits on a self-service Web site. If the user who submits this application is not the primary contact of the case, then this field is also automatically selected for that user. Administrators can configure this default behavior to automatically grant case access to all of the application contacts or to none of the application contacts. For more information about configuring this default behavior, see Configuring Citizen Access to Cases for Applications.
To add contact information from the Contacts screen, complete the following steps:
Navigate to the Contacts screen, then the Contacts List view.
Drill down on the Last Name field of the contact record.
Navigate to the Cases view.
Create a new record, and complete the fields as appropriate.
Adding Addresses to Cases
You can add existing and new addresses to cases using the Addresses view in the Case List view of the Cases screen. For more information about how administrators define locations and associate addresses with locations, see Defining Locations.
This task is a step in Process of Developing Cases.
To add an address to a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Addresses view.
Create a new record or complete the fields as appropriate.
Managing Activities for Cases
If a case requires follow-up activities, then agents can use the Activities view of the Cases screen to create the activities and assign each activity to a team member. The list of activities provides the history of the actions that you perform in connection with the case. When you create an activity for a case, the activity also appears in the Case Calendar view of the Calendar screen.
Citizens who are registered on a self-service Web site can add activities to the cases that they can access on the site. A citizen can access the cases for which the citizen’s contact record appears in the Contacts view of the cases and for which the Web Access field is selected in this contact record.
The activities that citizens add on a self-service Web site also appear in the Activities view of the Cases screen. An agent can clear the Web Access field for citizen-created activities to deny citizens access to those activities. On a self-service Web site, citizens can view only the agent-created activities for which the agent selects the Web Access field.
Managing activities involves the following:
This task is a step in Roadmap for Managing Cases.
Adding Activities to Cases
You can associate an activity plan that has predefined activities with a case. To create a new activity template or modify an existing template, see Siebel Applications Administration Guide.
To add an activity to a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Activities view.
Create a new record, and complete the fields as appropriate.
In the new record, drill down on the Type field.
In the activity form, complete the additional fields, and select the activity display method in the Display In field.
Associating Activity Plans with Cases
You can associate an activity plan that has predefined activities with a case. To create a new activity template or modify an existing template, see Siebel Applications Administration Guide.
To associate an activity plan with a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Activity Plans view.
Create a new record, and complete the fields as appropriate.
In the new record, select the predefined template in the Template field.
Scroll down to the Activities list to view the predefined activities that are associated with the activity plan.
Accepting or Rejecting Appointment Activities for Cases
Citizens can create appointment activities for cases on a self-service Web site. These activities have a Type field value of Appointment. Agents can complete the procedure in this topic to accept or reject these appointments.
To accept or reject an appointment activity for a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field for the case associated with the appointment activity.
In the Activities list, review the information associated with the appointment activity.
To review documentation that is associated with the appointment, complete the following steps:
Navigate to the Attachments view.
In this view, you can see all of the attachments that are associated with the case.
In the Attachments list, drill down on the Attachment Name field for the attachment records that appear to review documentation might be associated with the appointment.
Navigate to the Activities view to go back to the Activities list.
In the Activities list, change the Status field of the activity for the appointment as follows:
If you want to accept the appointment, then change the Status field to Confirmed.
If you want to reject the appointment, then change the Status field to Declined.
(Optional) Enter text in the Description field of the activity to explain the reason for accepting or rejecting the appointment.
On a self-service Web site, the citizen who is associated with the case might have already entered text in this field. Add to, but do not delete, the citizen’s text. This citizen can view your text in the Summary field for the appointment request activity on the self-service Web site.
Managing Court Information for Cases
Agents frequently work with the courts to manage cases. They file petitions to courts, correspond with court employees, prepare for court hearings, and attend court hearings. Agents can add court information to a case record. This information includes court activities, legal documents, and legal status data.
This task is a step in Roadmap for Managing Cases.
To manage court information for a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Court Activities view.
In the Court Activities list, create a new record to schedule a court date.
The activities that you add to the Court Activities list also appear in the Activities view for the case.
In the Legal Status list, create new records for the court decision about the legal status of a child-welfare case.
The following table describes some of the fields.
Field Description Legal Status Id
Displays an automatically generated number that uniquely identifies the court decision about the legal status of the child-welfare case.
Legal Status
Select the court decision about the legal status of the child. Values include Temp. Custody to Relative, Temp. Custody to Agency, Adoption, Foster Care, and Reunified.
Legal Status Type
Select the entity that the legal status affects. Values include Child and Agency.
Effective Start Date
Select the date that the court decision is in effect.
Effective End Date
Select the date that the court decision is no longer in effect.
Narrative
Type further details about the court decision.
Ruling
Type a description of the court decision.
In the Attachments list, add the documents that relate to the court date.
For more information, see Adding Attachments to Cases.
Arranging Case Meetings
You can use the Calendar view to schedule a meeting. When you schedule a meeting for a case, the meeting also appears in the Activities view of the Cases screen. For more information about administering and using the calendar, see Siebel Applications Administration Guide and Siebel Fundamentals.
This task is a step in Roadmap for Managing Cases.
To arrange a case meeting
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Calendar view.
In the Calendar view, select a date, and create a new record.
In the calendar form, complete the fields as appropriate.
Copying Cases
You can copy a case record to create a new record that contains the original record’s attachments and information, such as associated contacts, accounts, and assets. Not all records are copied to the new record. Activities, activity plans, and approval records are not copied to the new case record.
This task is a step in Roadmap for Managing Cases.
To copy a case record
Navigate to the Cases screen, then the Case List view.
Select a case, and scroll down to the Cases form.
Select Copy Record in the menu that appears when you click the cogwheel icon.
In the Case Name field, enter a new name.
Save the record.
A new case serial number is generated for the new record. This serial number is applied to the case’s associated evidence and attachments. For example, in the original record, the case serial number is NY-2B-296-3964041, and the serial number for its file attachment is NY-2B-296-3964041-296-3964055. In the copied record, the new case serial number might be NY-2B-296-4335086, and the new serial number for the same attachment might be NY-2B-296-4335086-296-4335095.
Process of Managing Case Approvals
This process consists of tasks that users typically perform when managing case approvals. Your agency might follow a different process according to its business requirements.
To manage case approvals, users perform the following tasks:
This process is a step in Roadmap for Managing Cases.
Reviewing Approvers for Cases
Cases sometimes require approval from several people in an organization. In the Case Approval Template view and the Benefits Plan Approval Template view of the Administration - Case screen, administrators can set up the approval templates that users can select. Each template includes a predefined list of approvers. For more information, see Process of Setting Up Approval Templates.
When you select an approval template for a case record, the Approvers view is populated with the list of approvers on the approval template. The approver list is read-only. Users cannot edit, delete, and add records to maintain the integrity of the approval process. If the case owner’s position is in the approval template, then the case owner’s position is not populated in the approver list. You cannot approve your own case.
The Sequence Number field in this view determines the order in which the case is routed to each user. When users select an approval template for a case and then submit the case for approval, the case is routed automatically to the inbox of the first approver in the chain of approval.
The Approval Status field in this view contains no data before anyone approves or rejects the case. After approval or rejection, this field is automatically set to Approved or Rejected. If you resubmit a rejected case, then the Approval Status field is cleared.
This task is a step in Process of Managing Case Approvals.
To view an approver list for a case
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Approvers view.
The approver list for the case appears.
Submitting Cases for Approval
When you select an approval template for a case record, the Approvers view is populated with the list of approvers on the approval template. After this view is populated with the list of approvers, you can submit the case for approval. Approvals are routed according to the sequence number for each approver. For more information, see Process of Setting Up Approval Templates.
After you submit a case for approval, the case is routed to the inbox of the first approver in the chain of approval. After that approver approves the case, the case is routed to the next approver in the chain, and so on. For more information, see Approving Cases in the Inbox.
When you submit a case for approval, the Status field for the case automatically changes to a value of Submitted. When an approver rejects that case and does not approve it, the Status field for the case automatically changes to a value of Rejected. Although you can query for case records with Status field values of Submitted or Rejected, you cannot select a Status field value of Submitted or Rejected when you create or edit a case record.
This task is a step in Process of Managing Case Approvals.
To submit a case for approval
Navigate to the Cases screen, then the Case List view.
Select the case, and scroll down to the Case form.
In the Case form, select a case approval template from the Approval Template field.
Note: If you do not see the template that you need in the Select Template dialog box, then make sure that the Category, Territory, Priority, Threat Type, and Threat Category values are correct. The correct templates appear when these values match the values in the template record.Click Submit.
The Status field of the case record changes to Submitted, the fields in the case record become read-only, the views associated with the case record become read-only, and the case record is routed to the first individual in the chain of approval.
To recall a case submitted for approval, click Recall.
The case record is removed from the approver’s inbox.
You can recall cases that you submit for approval before approvers start reviewing the case records in their inboxes.
Approving Cases in the Inbox
When users submit a case for approval, it is routed to the inbox of the first approver in the chain of approval. The selected approval template determines the sequencing and the number of approvals.
The following Siebel Public Sector application behavior applies to approving or rejecting a case:
If you submit a case, then the case becomes read-only. But you can click the Recall button and edit the case. The case status changes to Active.
If an approver rejects a case, then the case status changes to Rejected. You can edit the status, and the Submit button is enabled.
If all approvers approve a case, then the case status changes to Active. You can edit the status, and both the Submit and Recall buttons are disabled.
If any approver rejects the case, then the case status changes to Rejected. You can work on this case to provide more information before resubmitting it for approval. In this event, the case is routed to all the approvers again, starting with the first approver.
This task is a step in Process of Managing Case Approvals.
To approve or reject a submitted case
Navigate to the Inbox screen, then the Inbox Items List view.
Drill down on the Name field of the inbox record to approve or reject.
Check the record details.
Navigate back to the Inbox screen, and change the status as required:
Change the Action field to Received if you start to review the record but do not yet approve or reject the record.
Change the Action field to Approved if an agent does not have to change any record details. The record is routed to the next approver’s inbox.
Change the Action field to Rejected if an agent needs to change record details. The fields in the record are again editable so that an agent can resume work on the record.
Change the Action field to Cancelled if the record needs no further action, for example, if agents are no longer investigating the case. The record status is Closed.
Viewing Cases by Status
You use predefined queries to view all of the cases for a given status. To create a new query or modify the existing predefined query for your organization or division, see Siebel Applications Administration Guide.
This task is a step in Roadmap for Managing Cases.
To view cases by status
Navigate to the Cases screen, then the Case List view.
From the Saved Queries drop-down list, select a predefined query.
For example, select Active Cases or All Closed Cases.
Viewing the Number of Cases by Status
If Oracle Business Intelligence is integrated with Siebel Public Sector, then you can view a graph of the number of cases for each case status. This graph shows the number of all cases in Siebel Public Sector, not only the number of your cases. For more information about integrating Oracle Business Intelligence with Siebel Public Sector, see Process of Configuring Embedded Analytics.
To view the number of cases by status
Navigate to the Cases screen, then the Cases By Status view.
The Cases By Status graph appears in the Frequently Viewed Cases area.
Closing and Reopening Cases
After assessing the case records, you can close a case and reopen a closed case.
This task is a step in Roadmap for Managing Cases.
To close or reopen a case
Navigate to the Cases screen, then the Case List view.
Select a case, and change the value in the Status field to Closed or Active.
Note: After you select Closed in the Status field, the Date Closed field for the case is populated with the current date and time. Also, all of the case fields are read-only.
Process of Managing Case Time
This process consists of tasks that users typically perform when managing case time. Your agency might follow a different process according to its business requirements. Frequently, you track case time for legal reasons.
To manage case time, users perform the following tasks:
This process is a step in Roadmap for Managing Cases.
Setting Up Proxies for Time Assignments
Proxies are users who are authorized to assign another user’s time to cases and incidents. Proxies are typically administrative assistants and paralegal employees. You can set up proxies only for yourself, not for other users.
This task is a step in Process of Managing Case Time.
To set up a proxy for your time assignment
Navigate to the Time Sheets screen, then the User Delegation view.
In the proxy list that appears after the Owner form, add a record, select the user record for the proxy, and click OK.
Assigning Time to Cases Using Time Sheets
Using a time sheet, users can assign their time and the time of other users to a case. You create a time sheet to record the time that users work on cases for a period of a week. Other users must authorize you to assign their time. For more information, see Setting Up Proxies for Time Assignments.
This task is a step in Process of Managing Case Time.
To assign time to a case using a time sheet
Navigate to the Time Sheets screen, then the Time Reporting view.
Alternatively, you can navigate to the Calendar screen, then the Time Reporting view.
Create a new record, and complete the fields as appropriate.
The following table describes some of the fields.
Field Description Time Sheet #
Displays an automatically generated number that uniquely identifies the time sheet.
Name
Displays your user ID. If you select My Time Sheets in the visibility filter, then you cannot change your user ID. If you select Time Sheets By Me in the visibility filter, then you can select the user IDs of other users who authorize you to assign their time to cases.
Period
Displays the period that contains the current date if that period is set up in the Periods view of the Administration - Data screen, but you can select a different period for the time sheet.
Start
Displays the starting date for the period when you select a value in the Period field.
End
Displays the ending date for the period when you select a value in the Period field.
Status
Displays a status of In Progress.
Submit To
Displays the user ID of the time sheet approver, but you can change this user ID. Frequently, the time sheet approver is the manager of the user who is designated in the Name field.
To find the manager of the user who is designated in the Name field, navigate to the Positions view of the Administration - Group screen, note the parent position for this user, and then query for this position to find its user. If the user in the Name field has no parent position, then you must select a value in this field.
For automatically created time sheets, the Submit To field can contain no value. For such time sheets, you must select a value in this field to avoid an error message when you click the Submit button. For more information, see Process of Managing Approval for Time Sheets.
Time Sheet Total
Displays the time in hours that you assign to this time sheet.
Division
Displays the division for the user in the Name field.
Drill down on the Name field of the time sheet record.
In the Case Time Reporting view, create a new record, and complete the fields as appropriate.
The following table describes some of the fields.
Field Description Creator
Displays your user ID.
Date
Displays the date for the time. You can change this date.
Type
Select the type of time. Values include Court and Litigation.
Case
Select the case that is associated with the time.
Caption
Displays the name of the case when you select a value in the Case field.
Status
Displays the status of the case when you select a value in the Case field.
Reported Hours
Type the total time in hours that the person worked on the case.
Staff
Select the user ID for the person who worked on the case. If this record is associated with a time sheet, then this field is populated with the user ID in the Name field of the time sheet.
Billable
Select this check box if the time is billable to the case.
Note: The time item record that you create also appears in the Case Calendar view of the Calendar screen (if the record applies to your time), in the Case Time Tracker view of the Cases screen, and in the Bulk Case Time Entry view of the Time Reporting screen. Likewise, time item records that you create in one of these views also appear in the Case Time Reporting view and the other two views.(Optional) Scroll down to the Description and Comments section, and enter a description, public comments, and private comments about the time.
Repeat Step 4 and Step 5 for all of the time that you want to assign to this time sheet.
(Optional) Select a record, and click Next Day.
A new record is created with the values in the Creator, Staff, and Billable fields of the selected record and with a value in the Date field that is one day after the date of the selected record.
Assigning Time to Cases Using Calendars
Using the calendar, users can assign their time to a case.
If users want to use the calendar to assign the time of other users to a case, then administrators must configure the Case Calendar view to accommodate these time assignments. For more information, see Configuring Time Entry Views.
Users can assign case time by scheduling an activity and without scheduling an activity. Only the time that you assign to a case by scheduling an activity appears on the calendar. For more information, see Arranging Case Meetings. For more information about administering and using the calendar, see Siebel Applications Administration Guide and Siebel Fundamentals.
This task is a step in Process of Managing Case Time.
To assign time to a case using a calendar
Navigate to the Calendar screen, then the Case Calendar view.
The Case Time Items list shows your case time items for the selected calendar date, and the Cases list shows the cases that are assigned to you regardless of status. At the end of the Case Time Items list, the values in the Reported Hours field are totaled.
Alternatively, you can navigate to this view by clicking Timekeeping in the calendar on the Home screen.
Click the button for the daily, weekly, or monthly view to see the calendar format that you want.
The Case Time Items list shows your case time items for the selected date, week, or month.
To assign your time to a case by scheduling an activity, complete the following steps:
In the calendar, create a new record for an activity that is associated with the case.
In the calendar form, enter a name for the activity in the Description field, select the activity type in the Type field, select the associated case in the Case field, and complete the other fields as appropriate.
When you select the associated case, a new time record is added to the Case Time Items list.
(Optional) To assign time to multiple cases, select additional cases in the Case field.
For each case that you select, a new time record is added to the Case Time Items list with a Reported Hours field value that corresponds to the Duration field value in the calendar form. You can change the Reported Hours field values for the records in the Case Time Items list. If you change the date and duration in the calendar form, then the corresponding field values in the Case Time Items list do not automatically change, but you can manually change these corresponding field values.
In the Case Time Items list, select the time type in the Type field.
If you change the date, case, and reported hours in a record in the Case Time Items list, then the corresponding field values for the scheduled activity in the calendar do not automatically change.
Click Save This One to return to the calendar.
To assign your time to a case without scheduling an activity, create a new record in the Case Time Items list.
For information about the fields in this view, see Assigning Time to Cases Using Time Sheets.
Assigning Time to Cases Using Time Tracker
Using the time tracker feature, users can assign their time to a case. They can assign this time while working on the case or after their work is complete.
If users want to use the time tracker feature to assign the time of other users to a case, then administrators must configure the Case Time Tracker view to accommodate these time assignments. For more information, see Configuring Time Entry Views.
This task is a step in Process of Managing Case Time.
To assign time to a case using time tracker
Navigate to the Cases screen, then the Case List view.
Drill down on the Case Name field of the case record.
Navigate to the Case Time Tracker view.
Create a new record, and complete the fields as appropriate.
The following table describes some of the fields.
Field Description Staff
Displays your user ID. For other records in this view, this field might contain the user ID for another person who worked on the case.
Name
Displays the name of the user ID in the Staff field.
Type
Select the type of time. Values include Court and Litigation.
Date
Select the date for the time.
Reported Hours
Type the total time in hours that was worked on the case. This field is populated with the time difference between the start and stop time when you click the Start Timer and Stop Timer buttons.
Billable
Select this check box if the time is billable to the case.
To assign time to a case while you are working on the case, complete the following steps:
When you begin the work, click Start Timer.
The Start field is populated with the current time.
When you complete the work, click Stop Timer.
The Stop field is populated with the current time.
To assign time to a case after your work is complete, enter the time in hours that you worked on the case in the Reported Hours field.
Assigning Time to Cases Using Bulk Entry
Using the bulk entry feature, users can assign their time and the time of other users to multiple cases. Other users must authorize you to assign their time. For more information, see Setting Up Proxies for Time Assignments.
A single user can assign time to the cases for multiple other users. When you use a time sheet, the calendar, or time tracker to assign time to cases, the time record automatically appears in the Bulk Case Time Entry view of the Time Reporting screen.
If administrators configure client-side import for the PUB Bulk Case Time Item business component, then users can import time item records from a CSV or TXT file into the Bulk Case Time Entry view. For information about importing data, see Siebel Fundamentals. For information about configuring client-side import, see Configuring Siebel Business Applications.
To successfully import a field value, the column name for the field in the import source file must exactly match the field name in the business component. Import failure can occur when the import does not populate a required field or attempts to populate some fields with invalid values. If the import attempts to populate the Staff field with an invalid value, then the field is populated with the first value in the field drop-down list, and a Partial Import warning statement results.
This task is a step in Process of Managing Case Time.
To assign time to cases using bulk entry
Navigate to the Time Reporting screen, then the Bulk Case Time Entry view.
Alternatively, you can navigate to the Calendar screen, then the Bulk Case Time Entry view.
Create a new record, and complete the fields as appropriate.
For information about the fields in this view, see Assigning Time to Cases Using Time Sheets.
Repeat Step 2 for all of the time that you want to assign to cases.
(Optional) Select a record, and click Next Day.
A new record is created with the values in the Creator, Staff, and Billable fields of the selected record and with a value in the Date field that is one day after the date of the selected record.
Running Time Reports for Cases
To review the user time that is allocated to cases, you can run preconfigured reports that show detailed and summarized information about this time. You run these time reports in the Bulk Case Time Entry view of the Time Reporting screen. In this view, you can see the following time records:
The time records for your time. These records include:
The time records that you create for yourself
The time records that your past and present proxies create for you
The time records for delegator users for whom you are a proxy. These records include:
The time records that these delegator users create for themselves
The time records that the past and present proxies (including you) for these delegator users create for the delegator users
The time reports that you run from this view include only information about the time records that you can see in this view and the time records that include your user ID in the Staff field.
If necessary, administrators can configure the header information in report templates, such as the address and logo of the organization, as well as the appropriate data to include in the report body. To configure report templates, you must use Oracle Business Intelligence Publisher Add-in for Microsoft Word. For more information about configuring report templates, see Business Intelligence User Guide, which is available from the application menu in the add-in application. (Select Start, Programs, Oracle BI Publisher Desktop, and then BI Publisher User Guide.)
Administrators can use the PUB Case Time Item integration object to create new time reports for cases. For information about creating and configuring new reports and about running reports, see Siebel Reports Guide.
This task is a step in Process of Managing Case Time.
To run a time report for cases
Navigate to the Time Reporting screen, then the Bulk Case Time Entry view.
(Optional) Query for the data to include in the report.
Note: If you do not query for data, then all of the view data with a Status field of Active is included in the report. Although you can query all view fields to further restrict the data to include in the report, you obtain meaningful report data if you query the following view fields: Date, Start Date, End Date, Case, Staff, and Type.Click Reports in the toolbar.
The Run Report pane appears.
In the Run Report pane, complete the appropriate fields.
Some fields are described in the following table.
Field Description Report Name
Select an available report. The available reports apply to the screen and view to which you navigate.
Custom Name
Type a custom name for the report if you want to name the report a different name from the value in the Report Name field.
Output Type
Select the output type for the report.
Report Locale
Select the locale for the report.
Click Submit.
The designated report runs.
Click My Reports to navigate to the Reports view of the BI Publisher Reports screen.
A record for the run report appears in the Reports view.
Drill down on the Report Name field in the Reports view to display the report in a new window.
You can print the report by using the print feature for the application in which it appears.
Process of Managing Approval for Time Sheets
This process consists of tasks that users typically perform when managing approval for time sheets. Your agency might follow a different process according to its business requirements.
To manage approval for time sheets, users perform the following tasks:
This process is a step in Roadmap for Managing Cases.
Submitting Time Sheets for Approval
Time sheets include the time that users assign to cases and incidents. After you submit a time sheet for approval, the Status field of the time sheet changes from In Progress to Submitted, the fields in the time sheet (except for the Status field and the Submit To field) become read-only, and the time sheet appears in the Time Sheet Approval view for the user who is designated in the Submit To field of the time sheet. You can submit a time sheet to only one approver at a time, and not to multiple approvers simultaneously.
If an approver rejects a time sheet for approval, then the Status field of the time sheet is Rejected. You can change the Status field from Rejected back to In Progress and change the information in the time sheet. For example, you can change case or incident information or the user to whom to submit the time sheet for approval. Then you can resubmit the time sheet for approval.
This task is a step in Process of Managing Approval for Time Sheets.
To submit a time sheet for approval
Navigate to the Time Sheets screen, then the Time Reporting view.
Alternatively, you can navigate to the Calendar screen, then the Time Reporting view.
Select the time sheet.
Click Submit.
To recall a time sheet submitted for approval, click Recall.
The Status field of the time sheet changes from Submitted to In Process, the fields in the time sheet are no longer read-only, the time sheet no longer appears in the Time Sheet Approval view for the user who is designated in the Submit To field of the time sheet.
You can recall a time sheet that you submit for approval before the approver rejects or approves the time sheet.
Approving Time Sheets
After a user submits a time sheet for approval, the user who is designated in the Submit To field of the time sheet can access the Time Sheet Approval view to approve or reject that time sheet.
The user approval limit is the maximum number of time sheet hours that a user has the authority to approve. If an approver approves a time sheet with a number of hours that exceeds the approver’s authority, then the manager of that approver must also approve the time sheet. An approved time sheet is automatically routed up the organizational hierarchy until an approver with the necessary authority approves the time sheet. For information about setting up user approval limits, see Configuring User Approval Limits for Time Sheets.
After final approval, the user who submitted the time sheet for approval can further process the approved time sheet.
This task is a step in Process of Managing Approval for Time Sheets.
To approve a time sheet
Navigate to the Time Sheets screen, then the Time Reporting view.
Alternatively, you can navigate to the Calendar screen, then the Time Reporting view.
From the visibility filter, select Time Sheet Approval.
The time sheets that are awaiting your approval appear in this view.
To review the time sheet, complete the following steps:
Review the details on the time sheet record.
Drill down on the Name field of the time sheet record.
Navigate to the Case Time Reporting view to see more details about the hours that are assigned to cases in the time sheet.
Navigate to the Incident Time Reporting view to see more details about the hours that are assigned to incidents in the time sheet.
Navigate back to the Time Sheets screen, then the Time Reporting view, and again select Time Sheet Approval from the visibility filter.
If you do not want to approve the time sheet, then click Reject.
If you are the initial approver, then the Status field for the time sheet changes from Submitted to Rejected.
If you are not the initial approver, then the Status field for the time sheet changes from Pending Next Approver to Rejected.
If you want to approve the time sheet, then click Approve.
If you are the initial approver, then the following updates occur:
If the number of hours on the time sheet is less than or equal to your approval limit, then the Status field for the time sheet changes from Submitted to Approved, and then from Approved to Acceptable.
If the number of hours on the time sheet is greater than your approval limit, then the Status field for the time sheet changes from Submitted to Pending Next Approver, and the Submit To field of the time sheet changes to the user ID for your manager.
If you are not the initial approver, then the following updates occur:
If the number of hours on the time sheet is less than or equal to your approval limit, then the Status field for the time sheet changes from Pending Next Approver to Approved, and then from Approved to Acceptable.
If the number of hours on the time sheet is greater than your approval limit, then the Status field for the time sheet does not change from Pending Next Approver, and the Submit To field of the time sheet changes to the user ID for your manager.
Processing Approved Time Sheets
After the appropriate users approve a time sheet, the user who submitted the time sheet for approval can process that time sheet. You process an approved time sheet so that the time allocated to cases and incidents in the time sheet is available in time reports.
If you want to change the information in an approved time sheet, then you can reject the time sheet for processing. After you reject an approved time sheet, the Status field of the time sheet is Revoked. You can change the Status field from Revoked back to In Progress and change the information in the time sheet. Then you can resubmit the time sheet for approval.
This task is a step in Process of Managing Approval for Time Sheets.
To process an approved time sheet
Navigate to the Time Sheets screen, then the Time Reporting view.
Alternatively, you can navigate to the Calendar screen, then the Time Reporting view.
From the visibility filter, select Approved Time Sheets.
All approved time sheets that are awaiting processing appear in this view.
Note: You can process the time sheets that you submitted for approval and the time sheets that you approved.Select the approved time sheet.
If you do not want to process the approved the time sheet, then click Reject.
The Status field for the time sheet changes from Acceptable to Revoked.
If you want to process the approved the time sheet, then click Process.
The Status field for the time sheet changes from Acceptable to Processed.
Viewing the Approval History for Time Sheets
The Status field value of a time sheet indicates its stage in the approval process. Users can view the history that shows each change in the Status field value for a time sheet, the date of each change, and the user who initiated each change.
This task is a step in Process of Managing Approval for Time Sheets.
To view the approval history for a time sheet
Navigate to the Time Sheets screen, then the Time Reporting view.
Alternatively, you can navigate to the Calendar screen, then the Time Reporting view.
Drill down on the Name field of the time sheet record.
Navigate to the Approval view.
The approval history for the time sheet appears.
(Optional) For those records in the Approval view in which your name appears in the Last Name field and the First Name field, enter any needed text in the Comments field.