If a broader investigation of a reported issue is required, you can tie one or more investigations to the issue by clicking the Start a New Investigation link in the ‘Investigations’ section of the Case details screen.
You will be prompted to add a title, description and indicate access levels for other individuals.
Once an investigation has been created, it will appear in the ‘Investigations’ section of the related issue.
To view and edit the investigation details, click the newly created investigation in the ‘Investigations’ section of the issue, or click View All Investigations from the right-hand panel of your dashboard and select the appropriate investigation.
The investigation details page is very similar to the issue details including the option to communicate with others that have access to the investigation, create tasks and add attachments. With investigations you can additionally add evidence and findings relative to the investigation.
Reporting parties do not have access to any investigation details. By default, only you as the creator of the investigation will have access to the investigation.
Similar to an issue, you may decide that others in your organization should be aware or involved in the investigation. Access can be given to a single investigation to any individual with Case Management Administrator or Moderator access. Giving others access to the investigation also gives them access to the related issue(s).
To add an individual, click Manage allowed users for this Investigation in the right-hand panel. Individuals added to the investigation will automatically receive an email with investigation access information.
Additionally, you may decide that certain individuals should be denied access to the investigation. Individuals denied access to an investigation will also be denied access to the related issue(s).
To deny an individual, click Manage denied users on this Investigation in the right-hand panel.
When the investigation comes to closure, the status should be updated to ‘Closed’. All related issues to an investigation remain in the ‘In Review’ status even when the investigation is closed.
To update the investigation status, click In Progress and select Closed beneath ‘Status’ in the right-hand panel. You will be prompted to enter notes regarding the investigation outcome. The reporting party will automatically be sent an email indicating a change to the issue an email address had been provided.
I have questions. Who do I call for help?
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To reach your dedicated Customer Experience Manager, please call 1.800.335.7639 or email us at firstname.lastname@example.org.