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

1. Navigate to the Cases screen, then the Case List view.

2. Drill down on the Case Name field for the case associated with the appointment activity.

3. In the Activities list, review the information associated with the appointment activity.

4. To review documentation that is associated with the appointment, complete the following steps:

   1. Navigate to the Attachments view.

      In this view, you can see all of the attachments that are associated with the case.

   2. 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.

   3. Navigate to the Activities view to go back to the Activities list.

5. In the Activities list, change the Status field of the activity for the appointment as follows:

   1. If you want to accept the appointment, then change the Status field to Confirmed.

   2. If you want to reject the appointment, then change the Status field to Declined.

6. (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.