Reinvestigating Cases

If a case is within a policy's defined grace period, it can be reinvestigated.

Before you begin

Open the Service Infractions module to the Cases tab.

Procedure

  1. In the policy list, for the policy being used, click Warning Alert, Violation Alert, or Appeal stage, and then click Compose Suspension or Delivered phase.
    The policy tree showing the Violation Alert - Compose Suspension phase highlighted in light blue.
  2. Select the case card of the case to be reinvestigated.
  3. Click Reinvestigate.
    The Confirm Transition dialog box appears.
  4. Click OK.

Results

The case is moved back to the stage Investigation phase, where infractions can be marked as Forgiven or Confirmed. If forgiven, the suspension will be removed.
Remember: Cases in the Compose Suspension phase, do not have a suspension added until it is moved to Delivered. A suspension will only be removed when the reinvestigation of a case occurs from Violation Alert > Delivered or Appeal > Delivered(when the case was appealed before the suspension started).