Preliminary Investigation High Bill Complaint

The following is an example of the configuration of the Preliminary Investigation status for high bill complaint cases.

Note the following about this status:

• Preliminary Investigation is an interim state (meaning that it's not an initial or final state).
• It has a button label of Start Investigation. 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 Lodged state as this is the only state that can transition into the Preliminary Investigation 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 Start Investigation 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.
• Notice that Valid Next Statuses are what restricts a case in this state to be transitioned to the Field Investigation and Rejected states.
• Notice that a Bill ID must be specified on the case before it can be moved into this state.
• Notice that the Additional Processing plug-ins do the following:
  • Create and complete a To Do entry when a case enters and exits this state, respectively
  • Require a responsible user before a case can enter this state