Life cycle of an enrollment case

Enrollment cases within the Patient Support Services application can be in one of the several states as it progresses through the fulfillment cycle.

Important:

Starting with the Yokohama release, Patient Support Services is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.

For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

The following diagram shows the different states of an enrollment case.

Figure 1. Enrollment case life cycle

Table 1. Enrollment case states

State	Description
New	Enrollment case is created but not yet assigned to anyone.
Open	Enrollment case is assigned.
Review in progress	Enrollment request is being reviewed by a care coordinator.
Pre-auth in progress	Patient consent is reviewed by a care coordinator and pre-authorization request is in progress.
Enrollment accepted	Enrollment request is accepted.
Enrollment rejected	Enrollment request is rejected.
Pending services fulfillment	Pre-authorization review request is marked as completed and the services are yet to be fulfilled.
Completed services fulfillment	Program services associated with the enrollment request are fulfilled.
Closed complete	Enrollment case was closed with the resolution code and notes, and the patient was enrolled into the program.
Closed incomplete	Enrollment case was marked as incomplete because patient was not enrolled into the program.
Cancelled	Enrollment case was canceled because it was an invalid request.

Note:

You can't edit a case when the state of the case is set to Enrollment rejected, Closed complete, Closed incomplete, or Cancelled.