Collecting data for financial issues

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Collecting data for financial issues in Cúram

Question & Answer

Question

What information should be collected if I experience a financial issue on Cúram?

Answer

Please remember not to send any personal information when providing information to aide in problem determination

The Following information is required for all financial issues:

• The exact Cúram version this is reported on, including iFix and any test fixes that have been applied.
• The environment or environments the issue is seen in? (e.g. Development, Pre-Production, Production)
• Describe the issue being experienced, including as comprehensive a description as is possible.
• What is the issue?
• When did the problem start?
• When was it first noticed?
• How many people/cases are affected?
• How did you identify the problem?
• Can this problem be reproduced? If so, what are the steps to reproduce?
• Is this all Out Of The Box (OOTB) code, or is there, for example, custom code or rules involved?
• Is there a workaround in place?

If you are reporting an issue related to a Product Delivery Case (PDC), provide the following information

• What type(s) of Product Delivery cases are you seeing this issue on?
• Is it a Cúram Express Rules (CER) or Classic Product?
• Is it a custom PDC?
• Are there custom rulesets?
• Are there multiple components on the case?
• Please provide a detailed account of the PDC(s) involved.
• Provide as much data about the cases as possible (removing/blocking out any customer sensitive data).
• Case information from financial tables (FinancialComponent, InstructionLineItems, Paymentinstruction etc)
• Screenshots from a couple of the affected cases (financials page, decision page)
• Have you noticed any similarities in the cases if there are multiple affected (specific pieces of evidence; common dates, time/date overpayment was created)
• What business processing was going on when this issue was experienced?

If the issue relates to payment amounts:

• Were payments made to a nominee?
• Were there any deductions on the case?
• What delivery pattern/frequency was used?
• Was the case paid online or via batch processing?
• Was an external system used to process payments?

If the issue relates to a reassessment payment:

• What triggered the reassessment (e.g. certification date change; evidence change; product/rate change)?
• Were there any previous reassessments on the case?