Mapping Action Reasons

The Action Reason Mapping feature allows the Administrators to map reasons to status changing actions related to case type. Action reasons are shown under the Reason drop-down in the Take Action pop-up window whenever the status changing action is selected. Administrators can also designate whether or not report generation is required for the particular action reason and configure the necessary report type.

NOTE:   

When migrating Action Reason Mapping, you must first migrate the associated PMF_PROCESS workflow.

 

Adding Action Reasons

This section describes how to add an Action Reason.

To add an action reason, follow these steps:

1.     Navigate to the Case Actions/Statuses page.

2.     Select the Action Reason Mapping tab.

3.     Select the Case Type from the Select Case Type drop-down list. The Action List is displayed.

4.     Under Action List, click Expand Expand Icon . The Action is expanded.

5.     Click Add Add Icon . The Add Reason window opens.

6.     Enter the fields as described in the following table. Mandatory fields are marked with an Asterisk *.

Table: Fields to Add a New Action Reason and their Descriptions

Field

Description

Reason Name*

Enter a name for the reason.

Reason Description

Enter a description for the reason.

Report Generation Required

Select this checkbox, if you want to generate a report. When you select the checkbox, the Report Type* drop-down appears. From the Report Type* drop-down, select an option.

 

7.     Click Save Save Icon . A confirmation message is displayed: Saved Successfully.

Editing Action Reasons

This section describes how to edit an Action Reason.

To edit an action reason, follow these steps:

1.     Navigate to the Case Actions/Statuses page.

2.     Select the Action Reason Mapping tab.

3.     Select the Case Type from the Select Case Type drop-down list. The Action List is displayed.

4.     Under Action List, click Expand Expand Icon. The Action is expanded.

5.     Click Edit Edit Icon. The Edit Reason window opens.

6.     Edit the Action Reason details as required. Mandatory fields are marked with an Asterisk *.

7.     Click Save Save Icon . A confirmation message is displayed: Saved Successfully.

Deleting Action Reasons

This section describes how to delete an Action Reason.

To delete an action reason, follow these steps:

1.     Navigate to the Case Actions/Statuses page.

2.     Select the Action Reason Mapping tab.

3.     Select the Case Type from the Select Case Type drop-down list. The Action List is displayed.

4.     Under Action List, click Expand Expand Icon. The Action is expanded.

5.     Click Delete Delete Icon . A confirmation message appears.

6.     Click OK to delete the action reason. A confirmation message is displayed: Deleted Successfully.