ECM CASE - Need More Detailed Classification Of The 'close' Status (Doc ID 2954948.1)

Last updated on JUNE 15, 2023

Applies to:

Goal

In the ECM CASE, there are two main scenarios for handling ECM case.
1. In the first scenario, the ECM CASE is reviewed and closed without escalating to the supervisor immediately.
2. In the second scenario, the ECM CASE is escalated to the supervisor and closed during the post-processing stage.
However, both scenarios have the same 'close' status value, making it difficult to distinguish between them later on.
This means that even if we extract the data for reporting purposes, we won't be able to differentiate between the two types of closures.
What we want to know is whether it is possible to have a more detailed classification of the 'close' status, such as indicating 'close-level1' specifically for cases where escalation to the supervisor is not required. 
 

Solution

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