To close an ASB case

The procedure to close an ASB case is as follows:

1. Using the Advanced search spy-glass (), select ASB Case as the Search for and Search by category, and enter the Case Reference as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The ASB Case Details window is displayed.
3. Click on Case Actions. The ASB Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Close Case 2.
5. Click on Next. The Close ASB Case window is displayed.
6. Using the Closure reason drop-down field, select a parameter value to qualify the circumstances surrounding the closure of the ASB case.
7. Using the Case outcome drop-down field, select a parameter value to confirm the final outcome of the ASB case i.e. Resolved or Unresolved.
8. Use the Notes field to add contextual information in support of the ASB case being closed.
9. Using the Main intervention action drop-down field, select a parameter value to confirm the primary catalyst for a successful case closure 3.
10. Using the Manager decision drop-down field, select a parameter value to capture the managerial authorisation for the ASB case being closed i.e. Closure Approved or Closure Disputed; use the corresponding Manager notes field to add contextual information in support of the approval decision 4.
11. Click on Save. The current status of the ASB case is set to Closed (where no management approval is required, or the action is being processed by the end user with managerial responsibility) or Closed Pending Approval (where manager approval is a prerequisite step) 5.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, category, company, status) to ensure that the correct ASB case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 It is only permitted to close an ASB case in the instance where all inherent categories have already been either cancelled or closed.

3 The system preference Use ASB Housemark fields determines the relevance of this option and is displayed only in the instance where the Case outcome is set to Resolved.

4 These options are active only for end users nominated as having managerial responsibility for the ASB case.

5 The overall priority assigned to the ASB case determines the need for management approval.

See related topics...

ASB case progression management overview

To cancel an ASB case

To define an ASB priority type parameter value

Using the search facility