Troubleshooting a Case

This is a simple quide to help you troubleshoot any issues with Cases.

Can't see the Outcomes in the Active Outcomes list
One of the reasons why this could be happening might be one of the following:
 * Looking up a record
 * Click back on a page or Clicking out of a page

Looking up a Record

 * If you want to look up a case but don't necessarily want to do anything with the case, you MUST still save this case with an outcome before leaving the page.
 * If you DO NOT save this case with an outcome, it will be automatically put into Taken to Process, where it will sit until it is processed correctly.
 * Therefore, when you go to Set the Current Working Outcome, you will see the Taken to Process outcome now, has another case in the Active Outcomes list.
 * Click on the number underneath the number of attempts, on the Taken to process outcome, to put it back in the queue to be processed.
 * View the queue list.
 * Go to My Cases -> Process a Case -> The case(s) in the stack will be returned for processing.
 * Be sure to save them with an outcome.
 * Go to My Cases -> Look up a Case -> Choose the case -> Find the record ID
 * Save the case with an outcome.
 * Go to Queue Management -> Set the current working outcome -> That case has now been taken fromTaken to Process and placed in the outcome you selected.
 * If the outcome was Incomplete, it will appear in the Active Outcomes list.
 * If the outcome was Complete, it will appear in the Finished Outcomes list.

Clicking back on a page or Clicking out of a Page

 * If you click back on a case when it is open before saving the details with an outcome, it will be Taken to Process.
 * Therefore, you must follow the steps as above.
 * When you go to Set the Current Working Outcome, you will see the Taken to Process outcome now, has another case in the Active Outcomes list.
 * Click on the number underneath the number of attempts, on the Taken to process outcome, to put it back in the queue to be processed.
 * View the queue list.
 * Go to My Cases -> Process a Case -> The case(s) in the stack will be returned for processing.
 * Be sure to save them with an outcome.
 * Go to My Cases -> Look up a Case -> Choose the case -> Find the record ID
 * Save the case with an outcome.
 * Go to Queue Management -> Set the current working outcome -> That case has now been taken fromTaken to Process and placed in the outcome you selected.
 * If the outcome was Incomplete, it will appear in the Active Outcomes list.
 * If the outcome was Complete, it will appear in the Finished Outcomes list.