Forwarding Actions

The complete resolution of one issue may require several actions or may need to be forwarded to other parties in the organization for further action.

All assigned investigators should have access to the shared workspace and the Action data so that they can see the feedback assigned to them for action. However, your transit site may also choose to advise investigators of their assigned actions by phone, email, memo, or other means of communication.
Note: To see who forwarded the action, see the Parent Action Id field of the new record. This field displays the Action ID of the record from which it was forwarded.
  1. Choose the filters to display the feedback to be sent.
  2. In the Feedback pane, highlight the appropriate record.
  3. In the Subject pane, highlight the appropriate subject record.
    An action record appears in the Actions pane.
  4. On the screen toolbar, click the Forward Action button: Forward Action button.
    Depending on the settings defined for your transit site, the action may be automatically selected as inactive or the following message appears.
    localhost message box
  5. Optional: Do one of the following steps:
    • Click Yes if you want the current action to remain Active.
    • Click No if no further work is to be performed.

      In this case, when you forward the action, the Active check box is cleared.

    The Departments & Divisions dialog box appears.
    Departments & Divisions dialog box
  6. In the Divisions drop-down list, choose a division.
  7. In the Departments drop-down list, choose a department.
  8. Optional: To select from a list of investigators defined in the Investigators screen regardless of the department/division they are assigned to, select the Show All check box.
  9. In the Investigators drop-down list, choose an investigator.
    Only investigators assigned to the department/division in the Investigators screen are displayed in the drop-down list. The investigator selected as the Primary Investigator appears at the top of the list.
  10. Click OK.

A new action record appears in the Actions pane. The selected division, department, and investigator are entered in the appropriate fields of the Investigator and Actions tabs. The feedback is forwarded to the selected investigator.

If the Send email when forwarding action context property is activated, an email message is automatically sent to the selected investigator.

The Incident date for the solution is highlighted in red. Red text indicates information in the new solution that does not match the information entered in the original feedback.