C.8 Close Case

This topic provides the information about the process of closing a case after completing the required activities, including status updates and final actions within the system.

A particular work order or case which is already scheduled for repossession can be closed after validating the preceding status and subsequently a repossession may not be required on the account mapped to the work order.

Accordingly, when the status of a work order is changed to PENDING CLOSE in Work Orders screen, system triggers closeCase() web service request to update the status of corresponding mapped case in third party system. This ensures that the work order is not processed further with third party vendor managed systems.

Figure C-11 Work Order

Description of "Figure C-11 Work Order"

If the web service request is successful, a comment is posted on the corresponding account in Customer Service, click Comments tab, with the following details:

• Alert = N
• Type = SYSTEM GENERATED
• Sub Type = INBOUND FROM INTERFACE
• Comment = CASE NO: “<<CASE CLOSE REQUEST ACCEPTED BY THIRD PARTY INTERFACE >>”
• Comment By = “INTERNAL”
• Comment Dt = Comment Posted date

Figure C-12 Close Case

Description of "Figure C-12 Close Case"

In case of an error in the web service response received from third party system, following details are posted as a comment against the account with an alert flag and the status of Work Order is not changed.

• Alert = Y
• Type = SYSTEM GENERATED
• Sub Type = INBOUND FROM INTERFACE
• Comment = CASE NO: “<<CASE CLOSE REQUEST NOT UPDATED IN THIRD PARTY INTERFACE >>”
• Comment By = “INTERNAL”
• Comment Dt = Comment Posted date