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 have been followed and fully complete by the advisors:

  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.  

If this dose not resolve the issue investigate further, assign the ticket to a relevant problem record and ask the adviser to manually split the plan.

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. Due to the small number of tickets and the cause being user error the problem record has been closed.