Use this wizard to manually create a new Work Item. Although some Work Items are created automatically based on actions performed in CCMS, all Work Items can also be created manually by users. When you complete the Work Item Type field, the Work Item Details page will change, depending on the Work Item Type. The below chart explains what Work Item types will share the same Work Item Details page:

Category Work Item Type
Customer Service The Work Item Details page displays the same fields for the below Work Item Types. Only complete the fields needed to process the desired Work Item:
  • Appeal
  • Attendance Exemption
  • Overpayment
  • Policy Clarification
  • Service Request
Customer Service Training Request
Eligibility The Work Item Details page displays the same fields for the below Work Item Types. Only complete the fields needed to process the desired Work Item:
  • Add Address Indicator
  • Add/Update DBA
  • Add/Update Provider
  • Additional Address
  • Application
  • Case Maintenance
  • Change of Information (COI)
  • Redetermination
  • Validate Document
Eligibility The Work Item Details page displays the same fields for the below Work Item Types. Only complete the fields needed to process the desired Work Item:
  • Shared Case Application
  • Shared Case Redetermination
  • Shared Case Change of Information
Eligibility Duplicate Case
Eligibility Transfer
PIQA The Work Item Details page displays the same fields for the below Work Item Types. Only complete the fields needed to process the desired Work Item:
  • Audit
  • Field Review
  • Sanction
  • Subpoena
  • Violation Referral

Manually Create a Work Item - Process Steps:

  1. Navigate to the Work Item Search page to conduct a search and confirm the desired Work Item does not exist in CCMS.
  2. Click [Create New] at the bottom of the Work Item Search page.
  3. The Work Item Details page displays.
  4. Select Assigned Org from the drop-down list. This list contains each agency in CCMS, including each CCR&R and Site.
  5. Select the desired Work Item Type from the Work Item Type drop-down list. The fields on the page may change depending on the Work Item Type selected (reference the chart on page one of this wizard.
  6. The options in the Sub-Type field are dependent on the selection chosen in the Work Item Type field. If applicable, select the correct Work Item Sub-Type from the Sub Type drop-down list.
  7. Select the correct source of the Work Item from the Source drop-down list.
  8. Select your CCR&R/Agency name from the Assigned Org drop-down list.
  9. The options in the Work Flow Status field are dependent on the selection chosen in the Work Item Type field. The Work Flow Status is the main field that can be viewed to see what step in the work flow the work item is in. It also is the field which triggers related task to the correct team.
    • You must manually change this field when updating a Work Item, with the exception of the following Work Item Types: Application, Redetermination, Change of Information, Shared Case Application, Shared Case Redetermination, Shared Case COI. For these Work Items actions in CCMS will trigger the Work Flow Status to change - you can also manually change this field.
  10. The Work Item Status will default to new when creating a new Work Item.
  11. The Assigned Team field is not activated, because CCMS will automatically route this Work Item to the correct team for processing according to routing rules. This field can be edited by users with Manager security access.
  12. If needed, complete associate the correct case or provider with the Work Item by completing the Provider Number or Case Number field.
    • Next to the Provider Number and Case Number field there is an icon that resembles a magnifying glass. Click on the icon to access a search page to search for the correct provider or case the Work Item is associated with.
  13. Click [Save].
  14. The Work Item information now displays in the purple header, and you are in the "context" of that Work Item.
  15. If applicable: Clicking [Save] on the Work Item details page triggers the task associated with the selected Work Flow Status to be sent to the assigned team.

Results of the Procedure:

The Work Item is created and ready for processing.

Refer to the Work Item Job Aid or Documents and Work Items WBT for additional information on Work Items.

Additional Training

The charts below also provide additional training:

Function: Eligibility

Work Item Type Helpful Material
For an Application Process a New Application in CCMS
Shared Case Application
Shared Case Redetermination
Shared Case Change of Information
Redetermination Redetermination Job Aid
Validate Document Validate a Document Wizard
Duplicate Case Duplicate Case Job Aid
Transfer Transfer a Case Job Aid

Function: PIQA

Work Item Type Helpful Material
For an Audit
Sanction
Subpoena
Violation Referral
Field Review

Function: Customer Service

Work Item Type Helpful Material
Sanction Process a Sanction Work Item Wizard
Overpayment Process an Overpayment Work Item Wizard
Training Request Process a Training Request Work Item Wizard
Appeal Process an Appeal Work Item Wizard
Attendance Exemption Process an Attendance Exemption Work Item Wizard