36C77619R0003-013.docx

ATTACHMENT 12

Toolkit (TK) Request - PILOT Procedures

Toolkit (TK) Request - PILOT

1. An e-mail comes in to our mail group.

1. The e-mail assigner assigns an e-mail to the specific HC IdM Caseworker.

1. Caseworker proceeds as follows:

Before creating a Request, verify that there are no open related RJCs/Exceptions/Tasks/Requests that are already assigned to another Caseworker.

1. Create Request.

a. Go to Manage Requests.

b. Go to Create Requests.

i. Enter Request Type (make sure to pay close attention to the Request Type because it cannot be changed at this time).

ii. Select SITE.

NOTE: A Secondary Site may be entered for IFCs & Remote Data Views.

iii. Enter full ICN (example: xxxxxxxxxxVxxxxxx).

· NOTE: Two or more ICNs are required for duplicates. If you do not add the other ICN(s), you will receive error: “Error processing action: ERROR ICN count: Type 6080 – Potential Duplicate should have between 2 and 999 identifiers. The request contained 1.”

iv. Paste email thread in the Request Notes. Include the e-mail header and the body of the message, but only the portion pertaining to your case. Do not include the signature block.

NOTE: Make sure that the e-mail does not contain special characters (i.e. & < > ” ’ /) because the TK will not accept these at this time. When these special characters are entered into the notes field, you will receive an error: “Error processing action: ERROR: Unknown error occurred. Please contact development to check the logs.”

v. Click SUBMIT.

vi. IMMEDIATELY assign the Request to yourself.

c. Go to the Request Tasks tab within the Request to check if there are any related Tasks (i.e., POTENTIAL DUPLICATE).

i. If there is an existing open Task it will be displayed under Other Open Tasks at the bottom of the page. To save an existing Task to your Request:

· Select the Task checkbox.

· Click SAVE to REQUEST.

a. An auto note will populate in the Request Notes that the Task # has been added to the Request.

b. The Request Audit will also indicate the date and time the Task # was added to the Request.

· Select the hyperlink for the saved Task you want to work on under Request Tasks at the bottom of the page.

· Assign Task to yourself.

ii. If a related Task is not found (i.e., POTENTIAL DUPLICATE) the Caseworker will create any necessary Tasks within the Request Tasks tab:

· Select the checkboxes for the ICN(s) you want to create a Task for. NOTE: If you need to add another ICN to the Request, you can do so through the Request Notes tab.

· Select the appropriate Task Type.

· Click SUBMIT.

NOTE: Do NOT go outside the Request to create the related Task. Do NOT select the ICN hyperlink within the Task. Go back to the Request and create any Tasks from the Request Tasks tab. This will ensure that the Tasks created for the Request are related to the Request.

a. An auto note will populate in the Request Notes that Task # was created and added to the Request.

b. The Toolkit will automatically take you to the created Task.

iii. When you create an OVR Task from the Request Tasks tab:

· Document the OVR Task by following the Toolkit Task Details Template located on the SHARE drive.

NOTE: The Toolkit will auto note the DATE/TIME/NAME of the HC IdM Caseworker for any action taken.

· In all other Task Notes (i.e., Duplicate Task notes) enter the following:

“See OVR Task # for case documentation.”

· Resolve the OVR Task (once resolved, the Task cannot be reopened).

2. Respond to the e-mail and include the final PDAT.

3. Go back to the Request and paste your e-mail reply into the Request Notes field.

NOTE: Do NOT include the verification info, etc. in the Request Notes. It should only include the communication related to the Request.

NOTE: If an e-mail contains multiple requests and the reply will be consolidated by one person, then this is the e-mail you will include in your Request. Include the following information:

· The e-mail response header

· Any response text

· Only the items from the list that you worked on

4. Resolve Request (once resolved, the Request cannot be reopened).

5/17/13 AMH