Return Issues Management

The Return Issues module allows Providers and Admins to report and manage issues related to an active case that require further review or correction.
Return issues ensure that incomplete, unclear, or inaccurate consultations are properly revised before finalization.

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1. Purpose

Return issues are used when a case needs additional clarification, correction, or supporting information.
Creating a return issue pauses the consultation workflow until the problem is resolved.

This feature:

• Improves the accuracy and completeness of recommendations.
• Allows providers and admins to formally communicate issues.
• Maintains full visibility for all stakeholders through the Issues tab in the case view.

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2. Access and Visibility

Role	Can Create	Can View	Can Edit/Delete	Can Resolve
Provider	✅	✅ (only their own)	✅ (only their own)	✅ (only their own)
Admin	✅	✅ (all issues)	✅	✅
Requester	🔒	✅ (all issues)	Admin issues	🔒

• Both Providers and Admins can create return issues.
• Providers can only view and manage issues they created.
• Admins have full visibility and control over all issues.
• Requesters can view all issues for transparency but cannot edit or resolve them.

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3. Accessing Return Issues

Each case includes an Issues tab inside the case details view.

1. Open any case from the Case List.
2. Click on the Issues tab.
3. The tab displays:
   • All created issues for that case.
   • The description, creator, status, and timestamp for each issue.

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4. Creating a Return Issue

1. Inside the Issues tab, click Create Return Issue.

2. Fill in the Issue Description (required).

3. Review the current Consultation Status displayed at the top of the form.

4. A warning appears:

   ⚠️ Creating this return issue will automatically change the consultation status to Returned.
   The consultation will remain in this status until all return issues are resolved.

5. Click Submit to create the issue.

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5. Case Status Behavior

• When a Provider or Admin creates a return issue, the case status changes automatically to Returned.
• The consultation remains in Returned status until all created issues are marked as resolved.

Special Case: Multiple Specialists

• If multiple providers are assigned to the same case:
  • The case status will not change to Returned until all providers have created their return issues.
  • Each provider can only see and manage their own issues.
  • Once all participating providers have submitted return issues, the case status is updated to Returned collectively.

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6. Notifications

• When a provider creates a return issue:
  • All other providers assigned to the same case receive a notification.
  • The Requester also receives a notification for visibility.
• Admins are automatically notified of all issue creations and updates.

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7. Editing, Resolving, and Ownership Rules

Return issues follow a directional workflow.
The user who receives the issue (Admin or Requester) is responsible for providing the missing data or corrections.

7.1 Provider-Created Issues

When a Provider creates a return issue:

• The issue is directed to the Admin
• The Provider can:
  • Edit their own issue
  • Resolve their own issue
    (after the Admin updates or corrects the required information)
• The Admin can:
  • View the issue
  • Update case data to fix the problem
  • Cannot delete provider-created issues

The provider resolves the issue once the Admin has added the missing data or fixed the inconsistency.

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7.2 Admin-Created Issues

When an Admin creates a return issue:

• The issue is directed to the Requester
• The Requester can:
  • Edit the issue
    (to add missing patient information, documents, or details)
• The Admin can:
  • Resolve the issue
  • Edit or Delete it if necessary

Only the Admin can mark an Admin-created issue as resolved.

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7.3 Visibility Rules

• Provider

  • Sees only issues they created
  • Cannot see issues created by other providers or by admin

• Admin

  • Sees all issues in the system

• Requester

  • Sees all issues for their cases
  • Can only edit issues created by Admin
  • Cannot delete or resolve any issue

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7.4 Resolution Behavior

• Once all return issues for a case are resolved:
  • The case status returns to the previous status before it was set to Returned
• For cases with multiple providers:
  • Status changes to Returned only after all providers have created their issues
  • Each provider resolves their own issues independently

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9. Example Interfaces

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