Problem Number: 547

Affected System: Pulse

Issue summary

This occurs when clients on a joint plan choose to follow separate debt solutions and the plan goes through the splitting process.

Current Workaround

Double check the following processes and ensure they are fully complete:

  1. Selected separate solutions for both clients on the joint case.
  2. Selected save and exit on the Next steps page. This will take you to the Separate Solutions confirmation page, from here press the Separate Solutions button.
  3. You will be provided with separate DAV's for the split cases.
  4. Its key that you select Submit otherwise the joint case will not be set to Resolved and will remain open.
  5. You will see the “You're all done” page where they can End session the joint case.  

Permanent Solution / Accepted Workaround

 It was found that the joint cases had not been set to resolved and the separate solutions process had not been fully complete. Follow the above steps to resolve this issue.

There are errors which can present like this but have a different cause, please ensure a ticket is raised and you advise that you have completed the above.

As this is a user error the problem record has been closed.