Print
Release 3.0.10.5 - Release 3.0.10.9
There are two main enhancements available from these releases. Complaint handlers now have their own user role for Hub Coordinators and Drafters so that the cases assigned to a team can only be viewed by that team. When sending a contribution that is assigned to a Team, the team members will see the option to view the case or take ownership of the contribution.
- There are three roles that are now available for the Complaint case type.
- Complaints Handlers: can be found at the top level of the organisation in the Central teams section. This role will be assigned to a team member who is responsible for allocating complaint cases.
- Complaints Coordinator: can be found at the team level of the organisation in the Hub Coordinators User Group. This role will be assigned to a team member who manages the flow of cases for the team.
- COM Drafter: the role for the drafter who deals with complaints can be found at the team level of the organisation in the Drafters User Group. This role will be assigned to any drafter in the team who is responsible for completing a response for a complaint.
Each complaint can only be viewed by the team that is dealing with it, along with the Complaint Handler.
Find out more...
Allocating the Complaint case - When a contribution is assigned to a Team, the team members will see the option of View Case and Take Ownership on their Workbasket. If they click on the Respond to this contribution request link in their email, once signed into eCase, they will see the Take Ownership button.
Find out more...
Respond to a Contribution
Access a case
Contribution Page