Arbitration / Training
The Training Course for Case Managers and Arbitrators
Lesson 6 - Tagging of Arbitration cases
To handle Arbitration cases efficiently the status pages of cases must be easily found. Currently there are two ways to find an Arbitration status page:
Sorted by Case Number, and therefor date of filing. This is the usual way if an Arbitrator or party wants to find a specific case. The page in the Wiki is Arbitrations.
Sorted by topic, this is usually needed if an Arbitrator or Case Manager is doing research if a similar case has already been handled.
For some time sorting by topic has been handled by a second List, Cases by Topics, but adding each case to two lists got too cumbersome, so this list is now hopelessly out of date.
As a replacement we now have introduced a new system for categorizing cases by tagging the cases according to Arbitrations/Topics.
- When creating a new arbitration case the arbitration cases template should be used. It includes all existing categories for arbitration cases.
The CategoryArbitration category is the main category for all arbitration cases and should be present in all cases.
- From the list of topic-categories you have to remove all categories not applying to the new case. Usually only one or two (topic-)categories should remain in the list.
- The complete list of currently defined TAGS
Main category to add to all cases
Delete account if user was an assurer
Delete Account if user was not an assurer
Account Cleanup (delete one or more of several accounts of one user)
Mismatch on one or more name fields in account
Correct Names order mismatch
Add name parts to the account
Any other change name in account
Date of Birth account errors
An assurer made an error, i.e. assurance date
Member didn't answer on requests or does not accept CCA
Domain Disputes (not solved by AutoDomainDispute)
Email Disputes (not solved by AutoEmailDispute)
Disputes around Organisation-Assurance area (eg. Org-Admin removal)
Arbitrated Background Check
System task specific, Sql queries, running scripts
Cases that doesn't fit into other categories
When starting an arbitration case for an account delete request, you often don't know if the user had assurances made.
So, for the beginning, both categories CategoryArbCaseAccountDelAssurer and CategoryArbCaseAccountDelNonAssurer should be tagged to the case.
Once the arbitrator gets the info from support, the TAG not applying to the case should be removed from the TAG list.
Adding new TAGS / Categories
- If there is a case for which no category exists
you can use CategoryArbCaseOthers or
- you can create a new Category TAG
- Adding a new Arbitration Category TAG
add the new category index page (CategoryArbCase... using another existing category index page as template)
add the new category to this overview (Arbitrations/Training/Lesson06)
add it to the Arbitration topics page (Arbitrations/Topics)
add it to the arbitration file template (Arbitrations/a201YMMDD.n)
- What is the category for a dispute for DoB change ?
- Where you find the arbitration cases list by Tags ?
BernhardFröhlich: Re-written text, content is OK.
BernhardFröhlich: Proposing an additional category CategoryArbCaseMisbehavings: "A member did things s/he should not, or did not things s/he should"
UlrichSchroeter: whats about CategoryArbCaseOtherAssurerErrors ?