Rejected High Bill Complaint

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

This illustrates the Rejected status configured for high bill complaint cases. Rejected is a final state and the Reject button moves a case into this state. The Reject action is associated with this status and there are no Valid Next Statuses because this is a final state. The Reject Reason is mandatory before moving into this state.

Note the following about this status:

  • Rejected is a final state (meaning that no further action is necessary).
  • It has a button label of Reject. This is the label on the button that a user presses to move a case into this state. This button will appear on cases that are in the Preliminary Investigation, Field Investigation in Progress , Decision Checkpoint and Cancel / Rebill states.
  • We have not referenced a BPA script because this is a final state (and no additional user action is necessary).
  • We have associated the Reject 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 there are no Valid Next Statuses (because this is a final state). If you wanted to allow a Rejected case to be reopened, you would need to define the state into which a Rejected case could be transitioned.
  • Notice that a Reject Reason must be specified on the case before it can be moved into this state.