Automated Case Promotion

Inbox Items received through an AS2 gateway, Intake API, or E2B import can be automatically promoted to an Initial or Follow-Up Case.

Last Updated Apr 27, 2023

Sections in This Article

About Automated Case Promotion
Prerequisites
Automated Case Promotion Process
Merge Methods
Automated Case Promotion Error Troubleshooting

About Automated Case Promotion

Vault Safety sometimes receives Inbox Items from a source system that require little to no Case triage. Inbox Items received through an AS2 gateway Transmission or Intake API can be automatically promoted to a Case. The system can also automatically promote E2B imported Inbox Items (from a single E2B, multi-E2B, or .zip file) to a Case. The system then determines whether an automatically promoted Case should be an initial or follow-up version, or should be marked as follow-up.

Prerequisites

An administrator must perform the following configuration for automated Case promotion to proceed:

Enable Automated Case Promotion on Transmission Profiles.
This feature enablement includes enabling Auto Promote and configuring the merge methods on the Transmission Profile being used to receive Cases. To learn more, see Manage Transmission Profiles.
Enable Automated Case Promotion for E2B Imported Inbox Items.
Configure the Case Promotion Settings Page: Enable Merge to In-Flight Case section.

Note Automated Case Promotion is not compatible with the Auto-Translation Framework for Local Intake. Ensure only one of these features is enabled in your Vault.

Automated Case Promotion Process

The following diagrams illustrate the automated Case promotion process:

automated-case-promotion (1) — Automated Case Promotion (1)

When a source organization sends a transmission or when an Inbox Item is created from an uploaded E2B file, the system determines whether automated Case promotion is possible.

An Inbox Item is imported using one of the following methods:
- A source organization, such as a trading partner or health authority, sends a transmission through an AS2 gateway (E2B file) or Intake API (JSON or E2B file) to be imported as an Inbox Item.
- An Inbox Item is created from an E2B (single E2B, multi-E2B, or .zip file).
The system determines if the Inbox Item can be auto-promoted using the following criteria:
- Is Auto Promote enabled in the respective system gateway transmission profile or for the E2B document fields?
- Is the Inbox Item valid for promotion or is it missing information?
If any of these criteria are not met, auto-promotion will not be possible.
See Automated Case Promotion Error Troubleshooting to learn about possible solutions for promotion failures.
The system determines how to promote the Inbox Item.

automated-case-promotion (2) — Automated Case Promotion (2)

After confirming auto-promotion is possible, the Inbox Item state changes to “Processing” and the system determines whether the Inbox Item can be promoted to an Initial Case, merged into an In-Flight Case, or promoted to a Follow-Up Case.

The system checks whether there is an In-Flight Case An open Case that has not completed case processing (generally in any state before Approved, Closed, or Superseded).
in Vault with a matching Case Identifier. If there is no matching Case Identifier, the system promotes the Inbox Item to an Initial Case.
If there is a Case with a matching Case identifier, the system determines whether the Inbox Item can be merged into that In-Flight Case. See Merge to In-Flight Case for more detail.
If the Inbox Item can be merged, the system indicates this by setting the Inbox Item state to Marked as Follow-Up and linking it to the case. Note that a new case is not created at this point in the process.
If the Inbox Item can not be merged into a case, the system can promote it to a Follow-Up Case. First, it determines whether to treat the case as serious or non-serious using the following criteria:
1. Serious: If the Inbox Item has a Primary Adverse Event AND the Seriousness for the Primary Adverse Event is populated.
  
  Note The Primary Adverse Event for E2B files is the first entry in the adverse events (section E.I/B.2).
2. Non-serious: If the Inbox Item does not have a Primary Adverse Event or if the Seriousness field is blank.
The system proceeds with the merge method specified on the respective System Gateway’s Transmission Profile (if sent from a source organization) or on the E2B document (if from E2B import). An administrator can configure the merge method to use for each system gateway and a user can configure the merge method to use for each uploaded E2B document, depending on whether the case is serious or non-serious.
The merge method options are:
- Manual Merge
- Smart Merge
- Override

Merge Methods

The system can use one of the following merge methods to auto-promote an Inbox Item to a Follow-Up Case:

Manual Merge: A Follow-Up Case is created using only the Initial Case data. Once the Inbox Item is imported, you must manually merge the Inbox Item into this Follow-Up Case.
Smart Merge: A Follow-Up Case is created using both the Inbox Item and Initial Case data using default merging behaviour.
Override: A Follow-Up Case is created using only the Inbox Item data.

Manual Merge

The following diagram describes the manual merge method:

The system creates a Follow-Up Case from only the Initial Case, meaning the Follow-Up Case is identical to the Initial Case.
The system sets the Inbox Item state to Marked as Follow-Up and links it to the Follow-Up Case to indicate they are related.
Once the Inbox Item has been imported into your Vault, you must go to the Inbox Item and select Create Case.
Since the Inbox Item is in the Marked as Follow-Up state and is linked to the Follow-Up Case, the system directs you to the Case Compare page. You can compare the two cases and select any changes you want to make.
Note that auto-calculation can be disabled by an administrator can when promoting an Inbox Item. See Inbox Item Follow-Up: Auto-Calculations for more information.
Selecting Merge to Current merges the Inbox Item information into the Follow-Up Case.
The Inbox Item goes to the Promoted state and links to this Follow-Up Case.

Smart Merge

The following diagram describes the smart merge method:

The system creates a Follow-Up Case from the Inbox Item information and the Initial Case using the default merge behaviour.
The Inbox Item goes to the Promoted state and links to this Follow-Up Case.

Override Merge

The following diagram describes the override merge method:

The system creates a Follow-Up Case using only the Inbox Item information, meaning the Follow-Up Case is identical to the Inbox Item.
If the Initial Case has any narrative documents, they will be appended to the generated narratives on the Follow-Up Case. Document references from the Initial Case and Inbox Item will be combined on the Follow-Up Case.
The Inbox Item goes to the Promoted state and links to this Follow-Up Case.

Automated Case Promotion Error Troubleshooting

Note There will be a future enhancement to provide better error logging and error state labels when automated Case promotion fails. For now, see the solutions and workaround as described in this section.

When you import an Inbox Item, the system sends a notification to indicate the results of the import. See Verify an Imported Inbox Item for more information about confirming the success of the option.
If the Inbox Item was successfully imported, you can now attempt automated Case promotion.

After attempting automated Case promotion, if your Inbox Item enters the Missing Information or Promotion Failed state, use one of the solutions below:

Check that the Inbox Item is valid and there is no missing information using the Inbox Item Promotion Prerequisites.
Use a workaround: Your Admin can create a user action to set the Inbox Item back to the New state so that you can manually promote it.
WORKAROUND PART 1: ADMIN INSTRUCTIONS
1. Go to Admin > Configuration > Object Lifecycles > Inbox Item.
2. Select the Missing Information state.
3. Create the following user action:
  
  Automated Case Promotion Workaround: Change State to New
4. Save the page.
5. Repeat step 3 for the Promotion Failed state.
Result
The Change State to New user action is now available for Inbox Items in the Missing Information or Promotion Failed state.

WORKAROUND PART 2: USER INSTRUCTIONS
1. On the Inbox tab, navigate to the respective Inbox Item.
2. Select Change State to New from the All Actions () menu beside it.
3. Manually promote the Inbox Item by selecting Promote to Case from the All Actions () menu.

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