AGM includes 4 case types:

• Complaint
• Appeal
• Grievance
• Organization Determination (OD)

Appeal, Grievance and OD are child cases of the parent complaint case. With every request you create a new complaint case. Depending on the reasons for the complaint selected during the request intake process, the system creates one or more appeal and/or grievance sub- cases.

If an existing case type is close to meeting your business requirements, you can modify it and use it.

Complaint case type

Appeal case type

Grievance case type

Organization determination case type

Note: Update LoadAGMSetting Data transform to update as per the implementation layer classes. For more information on defining case types, see Defining the case type modifications and attributes.

• Step 1: Defining the case type modifications and attributes