PAYE110075 - Work management: PAYE work management system: complete / close a work item

General / manual work item clearance

When all action(s) are completed on a work item it is closed using the ‘close item’ function from the Take Action drop down menu. It is not possible to close a work item without first recording the action(s) taken.

The PAYE Work Management system provides a list of pre-defined actions where one or more entries can be selected. You must select at least one item in the Select Action field. If more than one action has been taken, select the relevant entries to accurately reflect the actions taken. If the pre-defined actions do not suit the closure reason you can select ‘None of the above’ and make a note of the action taken in the notes section (which will be displayed when ‘None of the above’ option is selected). The appropriate note should be pasted from the ‘alternative closure notes’ section of the Work Management notes held on OCA.

If the action(s) taken on the work item result in an update to the customer record, the Insert Contact History screen is displayed automatically for a note of the action taken to be made (see PAYE105020). The appropriate note should be pasted from the ‘contact history’ section of the Work Management notes held on OCA.

You will need to close the screen when the work item is completed. This is done by selecting the close (x) icon. You will then be returned to your work list.

If all outstanding actions have been completed and a work item is closed, it will not be available by using the [Get Next] button but it may be obtained from a search. It is possible to re-open a work item from a search (perhaps if it is realised that the initial action to close it was an error or the action taken on the case was incorrect and corrective action is needed and should be recorded on the work item).

Closed work items will be deleted from the basket 12 months after closure. If a work item has been re-opened and re-closed, it will be 12 months after the date last closed.

Work items may also be closed by Bulk Rejection, this is a function restricted to the System Administrator role and allows for multiple work items to be closed where a decision has been taken not to action those work items individually.

Where work items have been closed or rejected and are subsequently reopened the system will compute any ageing incremental factor from the work item’s original creation date, therefore a work item may have ‘aged’ from its original priority value.

Additional free format text notes can be added in the Action Text field where appropriate (see PAYE110025 - Work item notes).

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Work item clearance: automatic closure

To prevent work items remaining open, once action (either user action or system driven action) has been undertaken to resolve the issue behind the work item, the work item concerned will be automatically closed. This will currently happen in respect of certain End of Year reconciliation work items only.

The following table details the work items concerned and the action that will lead to them being automatically closed.

In cases where the work items above will be closed automatically, at the point at which a reconciliation for the year has been approved, in addition to including cases where a Tax calculation / reconciliation has been approved for the year, the action concerned includes setting a year to ‘Reconciled - Balanced’, ‘Reconciled -SA’ and / or ‘Reconciled - No Employments’.