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Case Status, Case Sub Status, Milestone Webcast Slides
 

Case Status, Case Sub Status, Milestone Webcast Slides

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    Case Status, Case Sub Status, Milestone Webcast Slides Case Status, Case Sub Status, Milestone Webcast Slides Presentation Transcript

    • Authors: Ann-Marie Dawson Robin McCabe TS744 Global Case Management Process Date: November 8, 2006 Version: 1.6 Case Status, Sub-Status and Milestone Training
    • Case Status, Sub-Status and Milestone Training
      • Introduction
      • On November 10, Clarify Release 19 will be released with updated Cases Statuses, Sub-Statuses, Milestones, and Definitions.
      • By completing this course, you will be able to:
        • Apply the case statuses with reliability and repeatability
        • Apply sub-statuses , in real-time, with reliability and repeatability
        • Apply milestone responsiveness codes with reliability and repeatability
    • Overview
      • In order to improve case responsiveness and case closure times, a series of measures have been taken across Nortel. One of the main hurdles is ensuring the accurate data that is required to analyze our processes and determine what areas are in most need of improvement .
      • To ensure accurate case updates and facilitate data analysis, the following changes have been made in Clarify Release 19:
        • Case Statuses and definitions have been updated
        • Case Sub-Statuses have been added
        • Case Milestones have been added
      • Technical Support teams who use Sub-Statuses are expected to update them in real-time .
      • Technical Support teams who use Milestone codes are expected to indicate why each major case milestone was missed and, therefore, why the case remains open .
    • Case Statuses
      • Case Status, Sub-Status and Milestone Training
    • Case Status Overview
      • The Clarify Case Statuses have recently been changed to improve reporting and to better understand where most time is spent throughout the life of the Clarify Case.
      • The Status Definitions have been updated to facilitate Case updates and ensure consistency of use.
    • Case Statuses and Definitions Newly Open Work In Progress Level 1 Work In Progress Level 2 This is the default status when a case is created. It signifies no work has been done on the case. Work should commence immediately, and status will be updated to the appropriate working status (Example WIP 1 or WIP 2). Cases will never be allowed to remain in this status when work has started. Call Center / eService / ER / NTS / GNPS Definition Owner This status is used when Tier 1 is actively investigating the case. ER or NTS Definition Owner This status is used when Tier 2 is actively investigating the case. GNPS Definition Owner
    • Case Status Definitions With A Customer Escalated to Design The problem has been escalated to design. GNPS Definition Owner Definition Owner
      • Additional information or activity is needed from the Customer.
      • Assigned when waiting on a Customer response in order to continue investigation and fulfillment of deliverables is not expected within 24 hours .
      • Once information or service is provided, the status is changed to an appropriate value.
      • The following information will be logged in the case notes:
        • • Customer contact name • Concise description of what Nortel is waiting on • Concise description of any expected actions • When expected actions have been committed to • Concise description of who the action is being given to
      • Not used while waiting for additional problems to occur in the customer network or lab with diagnostic or debug tools/ patches applied .
      ER / NTS / GNPS
    • Case Status Definitions Pending 3 rd Party (UPDATED) Interim Solution Developing Corrective Content (NEW) If a temporary or interim fix or workaround is provided that restores functionality until a permanent fix can be delivered, the Case Status may be changed to IS with the customer’s agreement that the temporary fix meets their needs and the customer's agreement on a date as to when the permanent fix will be delivered (Solution Delivered). The case will be owned by GNPS while waiting for a permanent software fix and NTS otherwise Definition Owner Definition Owner The case has been handed over to a 3 rd Party Vendor for resolution; this includes OEM Vendors. ER / NTS / GNPS Definition Owner A corrective content solution is being developed. Corrective Content is a software fix in a post FCS (VO) / FVS ( ChR / GA) environment delivered through a software fix (I.e., Patch) or a maintenance release. Time spent in this status is attributed to inspecting, administration, estimating, designing, coding, building, and testing. The case will be linked to a CR. GNPS
    • Case Status Definitions Future Deliverable Definition Owner
      • The customer has agreed to wait for a fix to be provided in a generally available, future product (software release, maintenance release MNCL / MR [dot release], Service Updates [SU] & Service Update Supplementary [SUS] , documentation release or hardware revision). A committed FixID and software load must be provided to the customer prior to changing the status. Note that FD should not be used for patching.
      • The software, hardware, and documentation requirements for using this status are given below and require a delivery commitment date and customer agreement to live with the problem until the fix is provided in a future product.
      • For software fixes , one of the following must apply:
      • The fix has been committed (in the POR and has an ActID / UpdateID ) and has been communicated to the customer; or
      • The fix has been submitted to a load AND the FixID and the software load in which it is incorporated have been communicated to the customer.
      • For documentation fixes , the customer has been advised of the NTP number and revision level in which the update will be provided and the software release to which it will be tracked.
      • For hardware fixes , the customer has been advised of the appropriate tracking number and the calendar year and quarter in which the product will be generally available. (NOTE: The information can be obtained from Nortel Change Management).
      • If the fix is delivered as agreed and the customer agrees to closure, the case status is to be changed to “Closed”.
      • If the fix is delivered as agreed and the customer wants to test it, the case status is to be changed to “ Solution Delivered ”. If during this testing it is discovered that the fix does not resolve the issue, the case is to be returned to an appropriate open status.
      ER / NTS / GNPS
    • Case Status Definitions Solution Delivered Impasse A situation in which no progress can be made or no advancement is possible on case closure. The name of the COL / Account Manager or Nortel Management is required to be documented in the case notes. If, upon escalation, the management of Nortel and the customer organization reach an impasse, management may decide that the case is to be closed or set to impasse since without customer consent no further resolution is possible. ER / NTS / GNPS Definition Owner Definition Owner a) A solution that is corrective in nature and that resolves the Customer's original problem, has been implemented for the Customer or provided for the Customer to implement or hardware must be delivered to site. b) A patch is available for delivery to the Customer site to address the issue in the “found in release”. Must be available via the eService Technical Support Portal or delivered to the Customer or the GA S/W load is accessible. ER / NTS / GNPS
    • Case Status Definitions Closed
      • The Customer agrees to and/or has implemented the solution provided and no further action - immediate or preventative - is required from Nortel. If the customer requests assistance with another issue, a new case will be opened.
      • The engineer has identified that the Customer’s problem is not with the Nortel supported equipment . The product is performing as specified in Nortel supported documentation. The problem may be with another vendor’s equipment, Customer premise equipment, or facilities. Customer may be trying to assume some functionality or put some requirement on the product that is not supported in published Nortel documentation. Customer agrees that there is no Nortel supported product problem and agrees to close the case.
      • c) After multiple documented attempts have been made to contact the Customer to continue working the case with no response from the Customer, the engineer will then review the case with his manager and decide whether the case is to be closed or escalated. If, upon escalation, the management of Nortel and the customer organization reach an impasse, management may decide that the case is to be closed or set to impasse since without customer consent no further resolution is possible. If the customer has an Account Manager for the account, as defined by the NTS Call Routing Tool or Clarify Routing Information, then he/she is to be engaged to assist. If GNPS owns the case, it may also be dispatched back to the regional NTS team or Account Manager, that have an ongoing relationship and case management review protocol with the customer to secure customer agreement to close or to obtain the required information or support.
      ER / NTS / GNPS Definition Owner
    • Changing The Case Status Click on Actions , followed by Change Status .
    • Changing The Case Status A window pops up on the screen. Using the drop-down list, change the Case Status to the New Status Code.
    • Changing The Case Status Enter a note in the External Notes field indicating the reason for the status change. Click Change . NOTE: Some Case Statuses require that additional fields be filled out to complete the status change – these are highlighted on the next slides.
    • Case Status – Special Instructions
      • When changing the Case Status, additional steps are sometimes required. The five following Case Statuses require additional steps.
        • Interim Solution
        • With A Customer
        • Solution Delivered
        • Escalated to Design
        • Future Deliverable
    • Case Status – Special Instructions Interim Solution
      • There are two additional requirements when changing the Case Status to “Interim Solution”. They are:
        • The “Trigger Area”, previously, the PAL, must be set
        • The “TL9000 case target resolution date” must be set
      The Trigger Area field is found under the Prob. Summary tab. Using the drop-down list, select the appropriate Trigger Area .
    • Case Status – Special Instructions Interim Solution
      • If you fail to enter the Trigger Area prior to changing the Case Status to Interim Solution, the error to the right will appear. To continue with the status change, click “OK” and enter the Trigger Area on the Prob. Summary tab as shown on the previous slide.
      • Once you have changed the Trigger Area and Case Status, the message to the right will appear indicating that the TL9000 target resolution date is required and asks if you want to stop. To continue with the status change, click “No”.
    • Case Status – Special Instructions Interim Solution
      • The following message will appear indicating that you have to enter the TL9000 target date. Click “OK”.
      • The “Date/Time Entry” Window, to the right, will appear, allowing the user to input the TL9000 target date; this field is required and must be filled out with the negotiated commitment date . When done, click “OK”.
    • Case Status – Special Instructions With A Customer
      • When changing the Case Status to With A Customer, the message to the right will appear, indicating that the “’With a Customer’ target date” must be entered. Click “OK”.
      • The “Date/Time Entry” Window, to the right, will appear allowing the user to input the With a Customer target date; this field is required and must be filled out with the negotiated commitment date . When done, click “OK”.
      • There are two additional requirements when changing the Case Status to “With A Customer”. They are:
        • The “’With a Customer’ target date” must be set
        • The “ Mandatory Commitment Text ” must be entered
    • Case Status – Special Instructions With A Customer
      • After completing the With A Customer target date, the mandatory commitment text must be entered in the box below by deleting and replacing the text within the <> brackets. When done, click “OK”.
    • Case Status – Special Instructions Solution Delivered
      • When changing the Case Status to Solution Delivered, the message to the right will appear, indicating that the “Solution Delivered’ target date” must be entered. Click “OK”.
      • The “Date/Time Entry” Window, to the right, will appear allowing the user to input the Solution Delivered target date; this field is required and must be filled out with the negotiated commitment date . When done, click “OK”.
      • There are two additional requirements when changing the Case Status to “Solution Delivered”. They are:
        • The “’Solution Delivered’ target date” must be set
        • The “Mandatory Commitment Text” must be entered
    • Case Status – Special Instructions Solution Delivered
      • After completing the Solution Delivered target date, the mandatory commitment text must be entered in the box below by deleting and replacing the text within the <> brackets. When done, click “OK”.
    • Case Status – Special Instructions Escalated to Design
      • If you fail to open a CR prior to changing the Case Status to Escalated to Design, the error to the right appear. To continue with the status change, click “OK” and open a CR.
      • Prior to setting the Case Status to “Escalated to Design”, a Change Request (CR) must be opened. Basic instructions can be found in the training package backup charts which will be provided to you.
    • Case Status – Special Instructions Future Deliverable
      • Prior to setting the Case Status to “Future Deliverable”, a Fix ID, Fix Release, and Forecast Date (if known) must be entered in the “Fix Info” box found under the “Prob. Summary” tab.
      The Fix Info field is found under the Prob. Summary tab. Enter the Fix ID , Forecast Release and Forecast Date (if known) in the appropriate fields. NOTE: If the Forecast Date is unknown, leave the field as default (I.e., ?/?/?) and management will process the date.
    • Case Status – Special Instructions Future Deliverable
      • If you fail to set the Fix ID, and Forecast Release prior to changing the Case Status to Future Deliverable, the error to the right will occur. To continue with the status change, click “OK” and set the fields as indicated on the previous slide.
    • Case Sub-Statuses
      • Case Status, Sub-Status and Milestone Training
    • Case Sub-Status Overview
      • Case Sub-Statuses have been added to Clarify to better understand where most time is spent throughout the life of the Clarify Case.
      • The Sub-Statuses will allow for more accurate data and will assist with the analysis required to determine what process changes and / or tools are necessary to achieve the 48 hour Case closure objective .
      • Technical Support teams who use Sub-Statuses are expected to update them in real-time .
    • Case Sub-Statuses and Definitions Newly Open This Status and Sub-Status are automatically appointed by the Clarify System when a new case is opened. Pre-Support Newly Open Definition Sub-Status Status
    • Case Sub-Statuses and Definitions WIP Level 1 Support / WIP Level 2 Support Actively reproducing the problem in the lab. Reproducing Problem in Lab Interrupted: Not active as Engineer is not available due to: escalations, lunch / break, staff meeting, shift over, leaving for the day / weekend / holiday, or other interruptions out of the Engineer’s control. Stopping Work
      • WIP Level 1 Support
      • WIP Level 2 Support
      Interrupted: Not active due to unavailability of debug tools or lab or other resources. Awaiting Internal Resources Interrupted: Not active due to waiting for Nortel Hardware Services to deliver the part to the customer, waiting on GCIP hardware to arrive, or Engineer is waiting on GCIP results. Awaiting RMA/GCIP (Was “Awaiting Spares”) Interrupted: Not active due to Engineer working higher priority cases. No Bandwidth Working with internal team members, collaborating with SME or using buddy system. Consulting/Collaborating Internally Time spent developing and testing service solution. (I.e., a Non-Nortel-Attributable or External Trigger with Case Type of Service or Question.) Developing Service Solution Time spent identifying and isolating the problem, planning investigation, troubleshooting, researching knowledge databases, and analyzing data. Researching & Analyzing Internally Establishing access to customer network or system. Accessing Site Information gathering, such as log collection from the customer network. Collecting Data from Site Actively reproducing the problem, remotely, in the customer network. Reproducing Problem in Customer Site Actively managing customer or talking with the customer about the case. Talking With Customer This Sub-Status is automatically appointed by the Clarify System when the case is accepted by WIP 1 or WIP 2 Engineer. Acceptance Default value when manual Case status changes are made. Please Specify Case Escalation to next level support but Engineer retains Case ownership (I.e., Used when Engineer is asking a question of next level support team). Escalating to Next Level Definition Sub-Status Status
    • Case Sub-Statuses and Definitions With A Customer Escalated To Design Not active because Engineer is waiting to hear back from customer and expected response is, at minimum, the next business day. Awaiting Customer Response Not active due to delay in remote site access where expected access is, at minimum, the next business day. Waiting on Site Access Not active because the customer requested work stoppage, or delayed site / network access, and expected access is, at minimum, the next business day. Customer Requesting Delay Not active because customer is not available to work with the Engineer and expected availability is, at minimum, the next business day. Waiting on Customer Availability Default value when Case status change is made. Please Specify With A Customer Definition Sub-Status Status Default value when Case status change is made. Please Specify Escalated to Design Definition Sub-Status Status
    • Case Sub-Statuses and Definitions Pending 3 rd Party Developing Corrective Content Interim Solution Definition Sub-Status Status Default value when Case status change is made. Please Specify Pending 3 rd Party Corrective Content: All functional and sanity testing activities. Testing Corrective Content: Code, build, and load build activities. Designing / Coding / Building Corrective Content: Administration and estimate activities. Admin / Estimating Corrective Content: Code inspection activities. Inspecting Definition Sub-Status Status Default value when Case status change is made. Please Specify Developing Corrective Content Default value when Case status change is made. Please Specify Interim Solution Definition Sub-Status Status
    • Case Sub-Statuses and Definitions Future Deliverable Impasse Solution Delivered Default value when Case status change is made. Please Specify Impasse Definition Sub-Status Status Nortel performing Customer-requested system or network monitoring. System Monitoring Nortel Engineer has provided a solution to the customer and is waiting on customer to assess solution, or verify that the solution corrected the problem. Customer Verifying / Assessing Solution Customer solution implementation time. Customer Implementing Solution Nortel time spent implementing the solution for the customer. Nortel Implementing Solution Definition Sub-Status Status Default value when Case status change is made. Please Specify Solution Delivered Default value when Case status change is made. Please Specify Future Deliverable Definition Sub-Status Status
    • Changing The Case Sub-Status The Sub-Status field is found under the More Info tab. Using the drop-down list, select the appropriate Sub-Status . NOTE: Sub-statuses must be updated in real-time.
    • Changing The Case Sub-Status The selected Sub-Status; In this example, “Waiting on Customer Availability”
    • Changing The Case Sub-Status This is an example of an activity log indicating the change made to the Case Sub-Status .
    • Viewing All Case Sub-Statuses Simultaneously To view all Sub-Statuses simultaneously, double-click your default WIP-bin and a new screen will appear.
    • Viewing All Case Sub-Statuses Simultaneously When the new screen appears, select Case Aging which will bring up another new screen.
    • Viewing All Case Sub-Statuses Simultaneously On this screen you will see all of your cases, their Statuses, Sub-Statuses, and Ages. This screen will be useful to quickly view all Cases and ensure that each Case is in the appropriate Sub-Status.
    • Case Milestones
      • Case Status, Sub-Status and Milestone Training
    • Case Milestone Overview
      • Milestones have been added to Clarify to better understand why each major Milestone is missed throughout the life of the Case.
      • The Milestones will allow for more accurate data and will assist with the analysis required to determine what process changes and / or tools are necessary to achieve the 48 hour Case closure objective.
      • Technical Support teams who use Milestone codes are expected to indicate why each major case milestone was missed and, therefore, why the case remains open . The Milestone should be updated by the owner of the Case when each Milestone is missed.
      • The following are the Milestones being measured and tracked based on the Absolute Age of the Case:
        • 48 Hours
        • 96 Hours
        • 10 Days
        • 20 Days
        • 30 Days
    • Case Milestone Responsiveness Codes Appropriate skill set was not available at the time the case was accepted GNPS-Skill Set The problem was understood and reproduced in adequate time but design was unable to provide a solution in time to meet the milestone GNPS-Design Responsiveness The issue required several GNPS and/or Design resources over a dedicated period of time to determine root cause GNPS-Complexity Problem definition unclear, or all of the required information in the data collection templates was not collected (I.e., Hand-Off Issue) GNPS-Case Incorrectly Documented An engineer was not able to work on this particular case due to time being recorded and tracked on a higher priority issue GNPS-Bandwidth Initial solution provided to customer either via a workaround or a patch did not solve the issue GNPS-1 st Solution Did Not Work Solution applied (SD); customer soaking or watching Customer-Validation Delay Customer is busy, on vacation, gone for the day, or unresponsive Customer-Unavailable Cannot access customer network Customer-Site Access Investigation delayed by request of customer Customer-Request Customer not capable of performing documented Tier1 work Customer- Knowledge Awaiting implementation of solution by customer Customer–Implementation Delay Awaiting customer maintenance window or customer-driven hardware replacement Customer–Delay Scheduling Obtaining more information Customer–Additional Info Required Description Code
    • Case Milestone Responsiveness Codes Refers to delays in Nortel supported 3 rd Party equipment where the delay is with 3 rd Party Support Organizations; this includes OEM Other-3 rd Party Supported/OEM Case Mgmt Case is not sufficiently documented to begin investigation NTS-Poor Documentation Case did not meet milestone due to holidays, sick leave, or a period when assigned engineer is not in the office NTS-Inactivity, Weekends, Holidays, Sick Next level guidance not available NTS-GNPS Not Available Case dispatched to wrong queue when escalating to next level NTS-Misrouted Case The issue required several NTS resources over a dedicated period of time to determine root cause NTS-Complexity Problem definition unclear, or all of the required information in the data collection templates was not collected (I.e., Hand-off Issue) NTS-Case Incorrectly Documented An engineer was not able to work on this particular case due to time being recorded and tracked on a higher priority issue NTS-Bandwidth Patch, MR, or workaround were available but could not be provided to the customer in time to meet the milestone GNPS-Solution Delivery Delays Case could not be assigned to a support engineer quickly enough to meet the milestone GNPS-Screening Delay The problem was identified and solution sourced in adequate time but patch was not created in time to meet the milestone GNPS-Patch Delays Delays in obtaining required information, in addition to the data collection templates, and NTS is unavailable to help GNPS-NTS Availability Case did not meet milestone due to holidays, sick leave, or a period when assigned Engineer is not in the office GNPS-Inactivity, Weekends, Holidays, Sick Description Code
    • Case Milestone Responsiveness Codes Case could not be resolved quickly due to troubleshooting 3rd party unsupported equipment to prove Nortel supported product is not at fault Other-3 rd Party Unsupported The engineer is waiting for Hardware Services (a Nortel team) to deliver the part to the customer Other-Awaiting Part (RMA) Not sure if Nortel issue Other-Complex Issue The problem could not be reproduced in the lab environment to either diagnose the problem or test the solution Other-Could Not Reproduce Case could not be resolved quickly due to GCIP process delays Other-GCIP Problem could be reproduced but occurred so infrequently that delays were introduced in problem diagnosis or solution testing Other-Intermittent Issue This status should be used very sparingly and an internal note should be placed in the case explaining why this code was used Other-Other Issue initially reported as problem was actually a request for feature or new functionality Other-Request For Feature The appropriate Nortel tools were not available to NTS or GNPS to diagnose the problem at the time the problem was reported Tools-Debug Tool Availability Diagnostic tools/techniques used by NTS or GNPS were ineffectual and appropriate techniques would have resolved the issue sooner Tools-Ineffective Diagnostic Techniques Resources other than lab and skill set were needed to progress this issue. An internal note should be placed in the case explaining why this code was used Tools-Other Resources Lab resources needed to reproduce or diagnose the customer problem were non-existent or not available for use in time to meet the milestone Tools-Lab Resources (H/W) Description Code
    • Changing The Case Milestone Responsiveness Code The Milestone field is found under the Tracking tab. Using the drop-down list, select the appropriate Milestone (I.e., the Milestone that was just missed). Then click Add which will bring up a new screen that has the possible failure reasons.
    • Changing The Case Milestone Responsiveness Code Select the appropriate Responsiveness Code from the adjacent list; this indicates why the Milestone was missed. NOTE: For each subsequent missed Milestone, the Milestone must be changed and the appropriate Responsiveness Code selected.
    • Changing The Case Milestone Responsiveness Code Once a Milestone has been entered and a Responsiveness Code selected, it appears in the Milestone window.
    • Changing The Case Milestone Responsiveness Code Example of activity log indicating the changes made to the Milestone .
    • Case Sub-Status Workflow
      • Engineers must update each of their open Cases in real-time as the Sub-Status changes.
      • Some examples are as follows:
        • 1. NTS Engineer is collecting logs for customer case and is not actively working any other Cases.
          • For Case that is having log collection done:
            • Status = WIP Level 1 Support , Sub-Status = Collecting Data From Site
          • For all other Cases assigned to Engineer:
            • Status = WIP Level 1 Support , Sub-Status = No Bandwidth
        • 2. NTS Engineer goes for lunch or goes home for the day .
          • All Cases assigned to Engineer are set as follows:
            • Status = WIP Level 1 Support , Sub-Status = Stopping Work
        • 3. One of the NTS Engineer’s Cases is in “With A Customer” Status as the customer will not provide remote access to the network.
          • Status = With a Customer , Sub-Status = Waiting on Site Access
        • 4. The Case, above, subsequently hits 48 hours as the NTS Engineer has not been provided access to troubleshoot the issue. The NTS Engineer must now set the 48 hour Milestone as follows:
          • Milestone = 48 Hours , Responsiveness Code = Customer-Site Access
    • Case Milestone Workflow
      • Engineers must ensure that the Milestones are accurately assigned as each is met. Each Milestone is set by the case owner as the Milestone is missed.
      • Some examples are as follows:
        • 1. The Engineer is working on a case which requires a maintenance window. The Customer is unable to schedule the maintenance window right away forcing the case to exceed 48 hours in the GNPS Engineer’s work bin.
          • Milestone = 48 Hours , Responsiveness Code = Customer-Delay Scheduling
        • 2. The Engineer performs some testing during the maintenance window but is unable to resolve the problem. This issue has not been seen before and the Engineer spends another 2 days investigating logs and testing in the lab. Subsequently, the case hits the 96 Hour Milestone.
          • Milestone = 96 Hours , Responsiveness Code = GNPS-Complex Issue
        • 3. The Engineer escalates to design and it is determined that a software fix is required. Development of the fix takes time, and the 10 day Milestone is missed.
          • Milestone = 10 Days , Responsiveness Code = Design Responsiveness
    • Case Status, Sub-Status and Milestone Training
      • Summary
      • You are now familiar with the new Cases Statuses, Sub-Statuses, and Milestones. Note that further details on Case Statuses can be found in TS744.2.
      • You are now ready to apply them with reliability and repeatability to your daily case management activities!
      • To complete this course, you must complete the quiz that follows and your training record will be linked to TEDs.
      • *** Thank you for completing the course! ***