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Lesson 59 - Closing/Dismissing a case - Arbitration finishing

• Lesson 4 describes opening a new case
• Some actions are to be taken by CM and/or A to close a case
  1. re-check categories on case file
  2. close case file
  3. send thanks to all arbitration participants (optional)
  4. remove case from pending cases page
  5. add case to closed cases page

1. Re-check categories on case file

• Tagging of arbitration case files are handled in lesson 6 - Tagging of Arbitration cases

• Some cases might change categorizing within a running process. By closing the case file, its now the time to review the tags set. eg. for delete-my-account cases often its unknown at starting time of a case, which category this case should be classified - Delete an Assurer account -or- Delete a non-Assurer account
• Remove improper categories, add more appropriate categories

2. Close case file

• Correct the header informations
  1. change state from running to closed
  2. add ruling date
  3. add closing date
  4. finalize history log

3. Thank you

• - Optional -
  • send thanks to all arbitration case participants and a note that the case is now closed (final and closure notification). Especially several execution steps followed an arbitrators ruling and the exec steps delayed the closure.

    To: <email claimant>, <email respondent>
    CC: <arbitration-archives@cacert.org>, CM / A
    Subject: Arbitration case <casenumber> - "Dispute filing text"
    ------------------------------------------------------------------------------------------
    Dear Arbitration participants,
    
    Regarding Arbitration case <casenumber>
    https://wiki.cacert.org/Arbitrations/<casenumber>
    
    The execution steps are all now finished.
    Thanks for your assistance in this case.
    This case is now closed.

4. Remove case from pending cases page

1. Open the Pending Arbitration Cases Wiki page -and-

   • open the Arbitrations Closed wiki page in another tab or window

2. Switch to Pending Arbitration Cases and go in edit mode

3. Mark the line of the case to close, select Copy
4. Remove this line from the Pending Arbitration Cases page
5. save the page.

5. Add case to closed cases page

1. Switch to Arbitrations Closed page and go in edit mode

2. Append the line copied to clipboard to the end of the list

3. change the status from running to {g} closed

4. save the page.

6. Dismissing the case and sending it back to support

Sending a case back to support requires some further step, to be done in the OTRS :

1. add a note to the case
2. write why the case is dismissed, eg
   • "dismissed for the moment, please check Precedent cases first"
   • "moved wrongly into disputes queue"
   • "Dispute reason cannot be figured out, please contact claimant to request further infos, and redefine dispute"
3. or add instructions for SE to understand why the case was dismissed
4. move to "Support-Engineer" queue

Questions

• When does a case has to be added to the Arbitrations Closed page ?

  1. if the case is dismissed? Yes/No ?
  2. if the case is finished and closed? Yes/No ?

• Can a case be transferred from Arbitrations Closed to Pending Arbitration Cases ? Yes/No ? (extended knowledge )

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