C.2 Create Case

This topic provides the information about the process of creating a new case in the system, including required details, inputs, and steps involved.

Once a non-performing account is identified in OFSLL, the details are to be registered in the third party system for further action. Using the Work Orders tab (Vendors, click Work Orders tab), user can create a work order with the identified account details and selecting the channel as Generic Recovery Interface (GRI).

Note that, system does not allow to create a work order during the following conditions:
  • If there is already a case created with the same work order type which is active on the account. On updating the details and clicking Save, system displays an error message as ‘Active Work Order with same Order Type already exists on account’.
  • If a CURE letter is issued on an account and the same is in-force. If the case creation date is before the cure letter expiry date, then system displays an error message as ‘Cure Letter Issued and Active. Cannot create work order’.

For information on creating a work order, refer to section Vendors, click Work Orders tab.

When the Channel is selected as GENERIC RECOVERY INTERFACE, the Work Orders tab enables Vendor Messages section to specify additional details that are required by the third party vendors to act upon the case. For more information, refer to Case Comments section.

After the work order details are created, the same needs to be registered as a case in third party system by updating the status. Accordingly, when the Status of Work Order is selected as SEND TO GRI, the add Case() web service is initiated to create a case in third party system.

Figure C-1 Vendors - Work Order


Description of Figure C-1 follows
Description of "Figure C-1 Vendors - Work Order"

The add Case() web service request consists of the following Case details to be registered in third party system:
  • Primary Customer
  • Secondary Customer (Based on the sequence)
  • Address Details
  • Account Details
  • Collateral Details
When the web service request is successful, the response would contain the new case number created in third party system. The case # is then appended to the work order and the status is changed from SEND TO GRI to ASSIGNED. Also a comment is posted on the corresponding account in Customer Service, click Comments tab, with the following details:
  • Type = SYSTEM GENERATED
  • Sub Type = INBOUND FROM INTERFACE
  • Comment = [Case No]: "NEW CASE CREATED"
  • Comment By = "INTERNAL"
  • Comment Dt = Comment Posted date

Figure C-2 Create Case


Description of Figure C-2 follows
Description of "Figure C-2 Create Case"

In case of an error in the web service response received from third party system, the status of work order is changed from SEND TO GRI to GRI FAILED and a comment is posted on the corresponding account in Customer Service, click Comments tab, with the following details:
  • Type = SYSTEM GENERATED
  • Sub Type = INBOUND FROM INTERFACE
  • Comment = "<<Error Message>>"
  • Comment By = "INTERNAL"
  • Comment Dt = Comment Posted date

Note:

Error in web service response can also arise when a work order type is not mapped between the two systems and a case creation request is sent to third party system.

Parent topic: Appendix : Generic Recovery Interface (GRI)