To update the details of an open ASB case review

The procedure to update the details of an open ASB case review is as follows:

Using the Advanced search spy-glass (), select ASB Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
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.
Click on Reviews. The Reviews tab is activated, revealing all reviews conducted on the ASB case in the Case Reviews summary table.
Double-click on the row matching the ASB case review to be updated. The ASB Priority Review window is displayed, revealing the current progression status of the case.
Using the Outcome drop-down field, select an appropriate parameter value to confirm the findings of the review.
Use the Notes field to add contextual data in support of the review findings.
Using the Late completion reason drop-down field, select a parameter value to qualify the circumstances surrounding the SLA target completion date having been exceeded for the ASB case; use the Late completion notes to add contextual data in support of the missed SLA target 2.
Click on Confirm. The updates to the review record are reflected in the Case Reviews summary table.
Click on Save. The Outcome set by field is automatically populated with the name of the end user conducting the review.

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 These fields are activated only in the instance where the SLA target completion date for the ASB case has been exceeded.

See related topics...

ASB case review management overview

Using the search facility