When you choose to promote an Inbox Item to a Follow-Up Case, the Case Compare page appears. This page allows you to compare all the data from the Inbox Item with the data on the previous Case version.
Information from the Inbox Item can then be merged with the previous Case version to create a Follow-Up Case. You can compare data from standard and custom fields at the Case level as well as from child records (such as Case Adverse Events).
Note Merge to follow-up is only available for Follow-Up Inbox Items and is not available for AERs.
By default, you cannot promote an Inbox Item to Follow-Up unless the WWUID on the Inbox Item matches the WWUID on the Case. However, an administrator can configure your vault to enable Case promotion for an Inbox Item that contains mismatching WWUIDs with the previous Case version. If the Inbox Item WWUID value is not found in a Case Identifier on the matching Initial Case, the system snapshots the Inbox Item WWUID to a Case Identifier upon promoting to a Follow-Up Case.
The following image represents the Inbox Item to Case Compare page:
Inbox Item to Case Compare Page
The left sidebar displays the filters, legend, and section headers.
Data rows highlighted in blue represent new or changed information whereas the orange rows represent information missing on the Inbox Item that exists on the previous Case version.
The Inbox Item to Case Compare page is divided into two main sections:
Inbox Item [Inbox Item ID]: Contains data from the Inbox Item.
Matching Case [Case ID]: Contains data from the previous Case version merged with the new data on the Inbox Item, to present the modified information that will form the Follow-Up Case.
Note If you leave this page, the system does not save any changes you made.
Accept Changes
Use the Accept Change checkboxes to choose the information from the Inbox Item to add or modify the new Case version. If a row does not have a checkbox, there is no change in data.
Note When an Inbox Item contains Case Identifiers with leading or trailing spaces (for example, “NN-ABCD-123 ”), although the values appear identical to the original Case, the system processes the data as an update, rather than an exact match. This is a known limitation that will be addressed in a future release.
Visual Indicators
The following table outlines visual indicators you may see on the Inbox Item to Case Compare page:
Icon
Description
This tag indicates new information from the Inbox Item that doesn’t exist on the previous Case version.
This tag appears when you delete field information for the Follow-Up Case.
This tag indicates the field was set to Reason Omitted.
This tag indicates the system automatically calculated a field using information entered in other fields.
This tag indicates the system automatically calculated Combination Product-related information.
This tag indicates the system automatically calculated Study-related information.
Data displayed as bullets indicates you do not have access to these fields on the Case or child records due to atomic security.
Filters
When you are first directed to the Inbox Item to Case Compare page, the new and modified data are displayed. Note that your Admin may have configured different filters to display by default. The page contains the following filters:
Show New displays data that is not present on the previous Case version but is populated on the Inbox Item, including any new Case child records.
Show Modified displays data that was changed between the previous Case version and the Inbox Item, including any modified Case child records.
Show Unchanged displays Case fields and child records that did not change between the previous Case version and the Inbox Item.
Show Empty displays fields that are blank on both the previous Case version and the Inbox Item.
Show Missing displays data from the previous Case version that is not present on the Inbox Item, including any case child records that are missing on the Inbox Item but present on the previous Case version.
Default Merge Behavior
The following sections provide information on default behavior for merging an Inbox Item to a Follow-Up Case.
Case Narratives
Case narratives from the previous Case version are copied to the Follow-Up Case and any case narratives from the Inbox Item are appended.
Reason Omitted Fields
Fields that were set to Reason Omitted are displayed with an tag. Reason Omitted fields are not promoted over fields with data.
The following table describes the default behaviours associated with Reason Omitted fields:
Inbox Item
Matching Case
Output
Asked But Unknown
Not Asked
Asked But Unknown
Asked But Unknown
Verteo Biopharma
Verteo Biopharma
Verteo Biopharma
Not Asked
Verteo Biopharma
Asked But Unknown
Blank
Asked But Unknown
Blank
Not Asked
Not Asked
Missing Information
When field information is missing on the Inbox Item but is present on the previous Case version, the system deselects the checkbox by default. This will promote the field with data from the previous Case version.
Atomic Security
You may not have access to certain fields on the Case or child records due to atomic security (for example, on unblinded Cases). These fields are displayed as bullets. The checkbox is inactive and the system will use the default behaviour depending on the type of change. You may want to have a user with greater permissions for promote to follow-up to modify these fields.
Atomic Security Fields During Case Compare
You can override the system selections by selecting or deselecting the checkboxes (except for the fields with atomic security configured).
Auto-Calculations
The system automatically calculates certain fields on the Inbox Item to Case Compare page, which are displayed with an , , or tag. These fields include Combination Product-related and Study-related information.
Before merging the Inbox Item to a Follow-Up Case, you can override the default behaviour by clearing the checkbox to prevent the system calculation from promoting to Case.
After merging to Follow-Up, the system reflects any changes to the primary designation for Case Product, Adverse Event, or Case Contact. In addition, values and records are created and calculated, including:
An Inbound Transmission
A Case Unique Number
Assessments and Assessment Results
Auto-expectedness and Expectedness Records
Watchlist tags
Case tags
Note Default system behaviour can cause unblinded Study Products to be blinded upon merging to Follow-Up. This is a known issue that will be fixed in a future release.
Your Admin can disable the auto-calculations that occur for certain fields during Case promotion of an Inbox Item. Once this option is disabled, the Inbox Item to Case Compare page will not display any auto-calculated values and the field will be left blank upon promotion. See the Auto-Calculations Field Reference for the affected fields, excluding the following:
Expectedness (expected__v)
Listedness (listedness_from_core_datasheet__v)
Relatedness (relatedness__v)
Assessment Tag (assessment_tag__v)
Watchlist Tags (watchlist_tags__v)
Localization
If the previous Case version has any Localized Cases, the system uses the following logic upon Follow-Up Case promotion:
If the previous Case version is a global case, the new Follow-Up Case retains the Global Localization value (blank).
If the previous Case version is a Domestic Case, the new Follow-Up Case inherits the previous Case version’s Localization.
Note You can contact Veeva Support to enable the following enhancement: If a previous Case version is a Global Case but the Inbox Item Localization field is set to a Local value, the system creates a Domestic Case upon Follow-Up Case promotion. After this enhancement is enabled by Support, your Admin must perform configuration. In 22R3 (December 2022), this enhancement will only require configuration enablement.
Merging Child Records
The system will attempt to map matching child records on the previous case version and the Inbox Item by comparing certain key fields on each record.
If an Inbox Item child record was not matched to the previous Case correctly, you can perform one of the following actions:
Select a different record from the dropdown menu on the previous Case version to match the record on the Inbox Item.
Select Create to add the Inbox Item information as a new child record on the Follow-Up Case.
Select Ignore to ignore the information on this Inbox Item record and prevent it from being promoted to Follow-Up.
Child Record on Inbox Item to Case Compare Page
If the initial Case version contains a child record that is not present on the Inbox Item being promoted, that child record is promoted to the Follow-Up Case with no changes.
Note that custom child records are not displayed on the Inbox Item to Case Compare page. Instead, the system will copy these records to the new Case version.
Complete the Inbox Item to Case Compare Page
Note Some actions may not be available depending on your vault’s configuration.
Once you finish reviewing the Inbox Item to Case Compare page, perform one of the following actions:
Option
Description
Mark as Duplicate
Select this option if the Inbox Item is an exact match to the Case. If you select this option, the system marks the Inbox Item as Duplicate and does not create a Case. The system links the duplicate record to the matching Case in the Initial Case field.
New Case - Copy Patient Information
If the current Inbox Item includes a patient with an existing Case, select this icon.
If you select this option, in addition to creating a Case that includes the patient details, you can specify other information to copy, including the following:
Note The new Case is not linked to the original Case. However, the audit trail records which information was copied.
Mark as Follow-Up
Select this option to link the Inbox Item to an
In-Flight Case
An open Case that has not completed case processing (generally in any state before Approved, Closed, or Superseded).
and indicate it should be merged with the Case. In order for the action to be successful, the Case must not have completed processing and cannot be in a prohibited state.
If you select this option, the state changes to Marked as Follow-up and a new section, Inbox Item has been marked as a follow-up, appears on the Inbox Item with a link to the associated Case. Note that an administrator must configure the Inbox Item page layout in order for this section to appear. This lets the Case Processor know there is new information on the Inbox Item that should be merged with the In-Flight Case.
You can undo this action by navigating back to the Inbox Item and selecting Unmark Follow-Up in the All Actions () menu.
Note Promoted Inbox Items cannot be unlinked from the Case.
Merge to Current
Select this option to merge the Inbox Item to an In-Flight Case. See Merge to In-Flight Case for more information about this option.
Create Follow-Up
Select this option to merge the data from the Inbox Item with the data from the matching Case (the previous Case version) into a Follow-Up Case.
Note If you do not see the Create Follow-Up button, this may be because the previous Case Version is in a prohibited state.
Create New Case
Select this option to promote the Inbox Item to an initial Case version. The system creates the Case and an Inbound Transmission record.
If you no longer want to promote this Inbox Item, you can select Back to Potential Matches to choose another Inbox Item to compare.
Note Adverse Events and Products cannot have identical names, otherwise you will be unable to promote to Follow-Up Case or create a new Case.
If your Admin has enabled the basic duplicate detection, the Inbox Item to Case Compare page may appear different. See the section below on how to complete the Case Compare page when this feature is enabled.
Use the following animation to interact with the Case Compare page. Note that this animation reflects the Case Compare page for basic duplicate detection.
The following image also represents the Case Compare page:
Case Compare Page
The functionality and behaviour of this Case Compare page does not change. However, there are a few differences to note:
This page is named “Case Compare”.
The two main sections are renamed to:
New Information
New Follow Up Version
Different actions are available on the Case Compare page. See the table below for more information.
Once you finish reviewing the Case Compare page, perform one of the following actions:
Cancel: Cancel the operation and be redirected back to the Inbox Item.
Create New Case: You can promote the Inbox Item to an initial Case version instead if you no longer want to promote the Inbox Item to a Follow-Up Case.
Merge to Current: Merge the Inbox Item to an In-Flight Case. See Merge to In-Flight Case for more information about this option.
Create Follow-Up: Merge the data from the Inbox Item with the data from the previous Case version into a Follow-Up Case.
Note If you do not see the Create Follow-Up button, this may be because the previous Case Version is in a prohibited state.
Inbox Item Follow-Up Change Log
Upon creating a Follow-Up Case, the system attaches a change log to the Inbound Transmission. The change log displays the fields that were changed during the merge as well as the action taken. If the Inbox Item did not have an Inbound Transmission, the system creates one. You can also see the audit trail on a Case to view the changes.
Mark as Duplicate
New Case - Copy Patient Information
Mark as Follow-Up
Merge to Current
) menu.
