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AIM Help
Maintain a Close Status Code
Use the Close Status Codes tab in the Agencies/Attorneys pane to maintain the close status codes that the agency can send. You can specify whether the receipt of a specific close status code changes the desk, status, and queue level assigned to the account in Latitude. Close status codes aren't applicable to attorneys.
To maintain a close status code
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Do one of the following:
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If you are creating a distribution template, do the steps to Add an Agency or Attorney.
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If you are modifying a distribution template, do the steps to Modify an Agency or Attorney.
The Agencies/Attorneys pane appears.
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Click the Close Status Codes tab.
Name: Name of the close status code.
Code: Three-character code to use in the import file.
Move to Desk Value: Desk to move the account to when the agency assigns this close status code to the account.
Move to Queue Value: Queue to move the account to when the agency assigns this close status code to the account. Use this option to create a support queue item for an account that the agency reports as closed.
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Queue levels greater than 799 are not available; however, changing the account to a closed status sets the queue level to 998.
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Queue levels 600 - 699 create a clerical support queue item for the account.
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Queue levels 700 - 799 create a supervisor support queue item for the account.
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Clerical support or supervisor support queue levels add a support queue item to the account.
Change Status: Status to change the account to when the agency assigns this close status code to the account.
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Complete the information and then, in the menu bar, click Save Agency/Attorney.
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If desired, you may create setting to change the desk assignment and/or the queue level assigned to an account returned from the agency with a particular code. For example, you may wish to move all accounts reported as SIF to a supervisor desk for review. Click into the Move to Desk Value or Move to Queue Value fields to select from the drop down list of available desks/queue levels. Only custom, clerical and supervisor queue levels will be available in the Move to Queue Value field.