About Policy Stages
Cases move through policy stages as they meet defined thresholds.
There are six types of policy stages. Not every policy uses every policy stage.
For example, you may have a policy that contains no Warning Alert stages.
In this case, a client could be suspended after reaching their first infraction threshold amount.
- Initial
- The Initial stage is only visible when a specific context property is selected, or if you are using a Behavioral policy type. This stage lets system users view case infractions before the first defined policy threshold is reached.
- Warning Alert
- In most policies, warning letters are sent to clients to let them know that they are behaving inappropriately and there will be consequences if those behaviors continue. One or more Warning Alert stages can be created to define the rules around warning letters.
- Violation Alert
- The Violation Alert stage occurs immediately before a suspension. It defines the grace period, after which the client can be suspended, and the amount of investigation and letter composition time.
- Appeal
- The Appeal stage occurs if a violation alert letter has been sent to the client and they disagree with the information provided. For example, the circumstances surrounding missed trips. An assigned user must investigate the appeal, then approve or deny the appeal and compose the appropriate response letter to the client. One or more appeal stages can be created.
- Suspended
- When the violation alert grace period has concluded, or the suspension is confirmed,
the case enters the Suspended stage. The Suspended stage has phases based on how the
policy is set up.
For example, you may have a Suspended 1st Violation phase and a Suspended 2nd Violation phase.
- Archived
- Cases automatically become Archived if they remain in a Closed or Delivered phase for the policy's defined Threshold Time Period period or Case Life Span. For example, if a 30-day rolling window policy is used, then for the 30 days after the case is closed; or if a Monthly fixed duration policy is used, then for the full calendar month after the case is closed.