Question

What information is typically included in state changes, resolution/closure reasons/notes, and additional comments?

a) Number, Short description, and Account
b) Major case state
c) True; even if the Case is reopened and closed again
d) Case types (new in Orlando)

Answer 1

In state changes, resolution/closure reasons/notes, and additional comments of a case management system, you will typically find documentation such as the current state of the case, detailed reasons for case resolution or closure, and any additional information or context pertinent to the case history.

Step-by-step explanation:

When dealing with case management or ticketing systems in a business context, there are specific elements that are commonly included in each stage of case resolution. This can vary depending on the system, but generally includes:

• State changes - This refers to the category of the case, such as new, in-progress, resolved, or closed, and changes made to it over time.
• Resolution/Closure Reasons/Notes - Documentation of why a case has been resolved or closed, possibly including a resolution code or detailed notes explaining the outcome.
• Additional comments - Other pertinent information or commentary provided by support staff that adds context to the case history.

These details are crucial for tracking the progress and history of a case, ensuring accountability, and improving service quality. Both the initial and any subsequent changes to a case, such as reopening and reclosing, should be tracked and reflected in these fields.