MorphMorph

Required Investigation

Owned by Devan Robertson
Last updated: Nov 21, 2024 by Kristafanie Somers
2 min read

Description

SLA

None

Overview

When Required Investigation is enabled, this assignment prompts the user to complete the investigation.

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How-To

Step 1: Click the Investigate Case button

 

Step 2: Enter your investigation notes by clicking in the freeform field and click the down arrow on your keyboard or type the subject of your notes.

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Step 3: Click Add Investigation Topic

 

Step 4: Enter your notes in the Investigation Results box

 

 

Step 5: Click the Apply button

 

Step 6: Click the Process Actions button

 

Other Actions

The Other Actions menu offers additional actions and information that allows the user to effectively work the task. 

Mark Assignment As Unworkable

Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. 

Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops. 

 

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