1. Loan Collection User Guide
  2. Appendix :Generic Recovery Interface (GRI)
  3. Reassign Case

C.7 Reassign Case

A particular work order or case which is already scheduled for repossession in third party system can be reassigned to a different vendor due to delay in action, response, status updates or any such conditions.

Accordingly, when a case is reassigned to a different vendor, the change is processed for update in third party system depending on the current case status maintained across systems as indicated below:

Table C-3 Reassign Case

Scenario OFSLL Work Order Status GRI Case Status Case Reassignment Update
1 Send to GRI NEW FROM CLIENT Case is assigned to new Vendor.
2 Open Open Existing case is closed (i.e. status is updated as PENDING REASSIGN/CLOSE) and new case is created and assigned to new Vendor.

Also, system automatically updates the work order status to PENDING REASSIGN/CLOSE based on the days defined in the lookup code VEN_REASSIGN_DAYS_CD (VENDOR REASSIGNMENT DAYS CODES). If the case status is OPEN for specific number of days as maintained in the sub code of the above lookup code, system auto updates the case status as PENDING REASSIGN/CLOSE on running the batch job SET-GRI (RDNVNA_BJ_100_01 - AUTOMATIC VENDOR REASSIGNMENT).

Accordingly, when a case is reassigned, system triggers reassignCase() web service request for reassigning the case to new vendor in third party system. Depending on the case status, the case is either directly assigned to new vendor, or a new case is created with new vendor by closing the existing case.
  • If Case status is NEW FROM CLIENT in GRI, the case is reassigned to new vendor in GRI and no New CASE is created in OFSLL.
  • If Case status is OPEN in GRI, the case is updated to Pending on Close status in GRI, new case is created in OFSLL with New Case # and assigned to new Vendor.

If a new case is created in third party system due to vendor reassignment, then the web service response will include the new case number. Subsequently, when a close confirmation is received on the existing case as part of case status update from FIREHOSE web service response, the work order in OFSLL is closed (status = CLOSE) and new work order is created with new case number, new assigned vendor and previous work order account details.

Note the following:
  • New work order is created in OFSLL only if the reassignCase() web service response consists of new case number created in third party system.
  • If the web service response is successful but does not contain a case #, then the case is directly assigned to new vendor in third party system.
A comment is posted on the corresponding account in Customer Service > Comments tab, with the following details:
  • Type = SYSTEM GENERATED
  • Sub Type = INBOUND FROM INTERFACE
  • Comment = NEW CASE NO: “<<CASE REASSIGNMENT REQUEST ACCEPTED BY THIRD PARTY INTERFACE >>”
  • Comment By = “INTERNAL”

Figure C-10 Reassign Case


Description of Figure C-10 follows
Description of "Figure C-10 Reassign Case"

In case of an error in the web service response received from third party system, following details are posted as a comment against the account and the work status is not updated nor a new work order is created with new assigned vendor.
  • Type = SYSTEM GENERATED
  • Sub Type = INBOUND FROM INTERFACE
  • Comment = CASE NO: “<<CASE REASSIGNMENT REQUEST NOT UPDATED IN THIRD PARTY INTERFACE >>”
  • Comment By = “INTERNAL”
  • Comment Dt = Comment Posted date

Parent topic: Appendix :Generic Recovery Interface (GRI)