Decision Checkpoint High Bill Complaint

The following is an example of the configuration of the Decision Checkpoint status for high bill complaint cases.

Note the following about this status:

• Decision Checkpoint is an interim state (meaning that it's not an initial or final state).
• It has a button label of Make Decision. This is the label on the button that a user presses to move a case into this state. This button will only appear on cases that are in the Field Investigation in Progress state as this is the only state that can transition into the Decision Checkpoint state.
• We have decided not to specify a BPA script on this status. Rather, we're going to set up the To Do type used to highlight cases in this state to automatically launch an appropriate BPA script when a user selects the To Do entry.
• We have associated the Make Decision action with this status. This means that only users with rights to this action for the application service defined on the case type can move a case into this state. Because the system will automatically transition cases into this state when the related field activity is complete, users will probably never press this button (and you may wish to prevent users from pressing this button be restricting security rights to the related action).
• Notice that Valid Next Statuses are what restricts a case in this state to be transitioned to the Cancel / Rebill and Rejected states.
• Notice that the Additional Processing plug-ins create and complete a To Do entry when a case enters and exits this state, respectively.