Transferring Cases Pending GadWIN Ticket Resolution

When an end user identifies a problem in CalSAWS and cannot resolve it, a “GadWIN ticket” is generated and forwarded to the DAPIR Helpdesk for resolution. The research to resolve the ticket is very comprehensive. At times, it is impossible to resolve the problem at the local help desk level and the ticket must be escalated to the CalSAWS Project in Folsom. The time frame for resolution of the problem may be extensive in these instances. As the issuance of clients’ benefits cannot be delayed, an immediate workaround is necessary through either a BLO or a NSDI, during ticket resolution.

Policy is established to allow cases that meet this criteria to be transferred, with the following conditions:

  • The workaround must be performed in CalSAWS (e.g., BLO or NSDI).
  • The ticket number and how the workaround was accomplished must be thoroughly documented in CalSAWS Journal Detail page.
  • The case must be flagged via the special indicator “GadWIN Ticket Pending.”

Reminder: When a case has been authorized using a BLO or NSDI, whenever EDBC is rerun at a later date, it is imperative workers re-establish the BLO or NSDI or the program eligibility/benefit will revert to the previous result.

Ticket Resolution

Once the ticket is resolved, the following must occur:

  • The DAPIR Helpdesk will review the Case Inquiry screen to determine if the case has been transferred. If the case has been transferred to another caseload since the original ticket was generated, the ticket resolution will be forwarded to the current caseload and a task assigned.
  • Once the task is assigned, the worker must follow the steps outlined to resolve the ticket and determine if the resolution is correct.
  • If the result is correct, an effective end date must be entered on the “GadWIN Ticket Pending” special indicator and the ticket must be closed.
  • The CalSAWS Journal Detail page must be thoroughly documented indicating the ticket number along with the steps taken for resolution.

Related Topics

Case Responsibility, Transfers, & Closed Cases Overview