Reworking a Case

If issues have occurred during the running of a Case you may wish to rework the Case.

From a Case

You can do this from the Case by selecting the ‘Rework’ tab. In the resulting panel, you need to choose where you want to restart the Case from. You can choose to rework the Case from a specific Step or from a specific Action. You can also select a schedule if your system has been configured to allow you to do so.

Note: In order to re-evaluate the Case Conditions, rework must be started from the start of a step. Further specifics on this:

• You cannot rework from an Action which was started as an ad-hoc Action.

• Users are still limited to reworking from steps prior to the current one, and so are also limited to choosing Actions from within prior steps.

• If rework is performed multiple times then there may already be downstream steps that were previously completed - however they are not eligible for selection as restart point.

Additionally, if the Case you are wanting to rework has any associated running Sub Cases or manually started Actions (Ad-hoc Actions), you can choose to terminate them as part of reworking the Case.

Once you are happy, click the ‘Rework’ button in the info card to confirm and begin reworking the Case.

The Case will move to a state of In Progress.

All running Actions that are part of the Case will close when the Case is set to rework.

And copies of these Actions will be created in the Case, all in a state of To Do.

An entry will also be added to the timeline showing who set the Case to rework, when it was set to rework, and the Step number and Action it was set to rework from. This will also appear in related work item timelines i.e. its Actions and any Sub Cases if you have selected the Case Rework History filter from the timeline filters options.

From an Action

You can do this from an Action by selecting the ‘Rework’ tab. In the resulting panel, you need to choose where you want to restart the Case from. You can choose to rework the Case from a specific Step or from a specific Action. You can also select a schedule if your system has been configured to allow you to do so.

Note: In order to re-evaluate the Case Conditions, rework must be started from the start of a step. Further specifics on this:

• You cannot rework from an Action which was started as an ad-hoc Action.

• Users are still limited to reworking from steps prior to the current one, and so are also limited to choosing Actions from within prior steps.

• If rework is performed multiple times then there may already be downstream steps that were previously completed - however they are not eligible for selection as restart point.

Additionally, if the Case you are wanting to rework has any associated running Sub Cases or manually started Actions (Ad-hoc Actions), you can choose to terminate them as part of reworking the Case.

Once you are happy, click the ‘Rework’ button to confirm and begin reworking the Case.

All running Actions that are part of the Case, including the Action you are currently in, will close when the Case is set to rework:

And copies of these Actions will be created in the Case, all in a state of To Do.

An entry will also be added to the timeline showing who set the Case to rework, when it was set to rework, and the Step number and Action it was set to rework from. This will also appear in related work item timelines i.e. its Actions and any Sub Cases if you have selected the Case Rework History filter from the timeline filters options.

Auto-Assignment of Actions started while Case is in Rework

When an Action is started in a Case which is currently in rework, the Action will auto-assign to the same user who previously performed the same Action (either the user who completed the Action or, if it was not completed previously, then the last user it was assigned to).

Note: If 'Keep Actions with Me' is selected on the Case, the ‘keep with’ logic will take precedence.