How To Reopen Medical Inquiry Case
Completed Cases and Reopening Requests
Once a case has been completed, all fields become read-only and cannot be modified unless the case is formally reopened.
At this stage, the only permitted actions are the creation of follow-up records for:
- Adverse Events (AEs)
- Product Quality Complaints (PQCs)
This ensures any additional information received after case closure can still be properly documented.
Requesting to Reopen a Case
If a completed inquiry needs to be reopened, you can submit a request using the Send Case Email function located at the top of the Request Panel.
This function allows you to send a request to your manager for case reopening.
The images below illustrate the relevant steps and details.
Send Case Email – Pop-Up Window
After selecting the Send Case Email button, you will be directed to a pop-up window.
This window includes the following features, described below:
Case Reopen Request Email
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Send Case Reopen Request Email:
Clicking this button sends the case reopen request to the appropriate manager
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Case Reopen Request Email (Recipient):
Displays the assigned email address for submitting case reopen requests
-
Case Reopen Request with Case ID:
Includes the case ID as a reference for correspondence
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Case Reopen Request Email Body:
The main content of the email, where you provide the reason for the reopen request, along with any supporting details or context to assist the manager in evaluating the request
After the email is sent, a timestamped record of the request will appear at the bottom of the screen under Attachments, labeled “Case Email References”, as shown in the image below.
Reopening a Case (Manager Action)
Upon receiving the Case Reopen Request Email and navigating to the relevant case, the manager can reopen and unlock the case by clicking the Reopen button in the Request Panel.
Once reopened, the case becomes editable, allowing updates and modifications as needed.
