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department-of-veterans-affairs / caseflow

Caseflow is a web application that enables the tracking and processing of appealed claims at the Board of Veterans' Appeals.
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eForm 8 | Preview Complete Form 8 | Investigate whether "Ready for hearing" box is being correctly checked in VACOLS #889

Closed amprokop closed 7 years ago

amprokop commented 7 years ago

Description

During a user interview today, a user reported that for Travel Board hearings, her team has to go to VACOLS after certifying with Caseflow and manually check the "Ready for Hearing" box, otherwise it won't ever be seen by the hearing schedulers. It was my impression that we automated this step. We should investigate if this is actually working properly, perhaps by a screenshare with a user who is certifying an appeal.

Form 8 is not being updated properly. form8hearing The checkboxes are not updating Form 8 correctly; especially if you go back and forth editing the form. Just look above.

Questions 10A and 10B have no effect on Form 8 or any data in VACOLS.

Expected behavior:

When Question 10A checked Yes then VACOLS needs to be updated to display that the Hearing Request -> Ready to be checked.

Potential reasons:

shanear commented 7 years ago

It does. see: https://github.com/department-of-veterans-affairs/caseflow/issues/199

amprokop commented 7 years ago

Yeah, I'm just wondering why two people at an RO reported today that they still do this step manually. Think this is worth a follow-up with them, @shanear? Or are you confident that this is user error.

shanear commented 7 years ago

We should follow up and see the error in action.

amprokop commented 7 years ago

Ok @shanear — we got another independent report from St. Petersburg about this today. We should put this in this sprint IMO.

amprokop commented 7 years ago

Here are some steps to validate this on a screenshare with a user:

  1. Verify that in VACOLS, that "Travel Board" or "Video Hearing" is selected in the hearing type radio buttons section
  2. Start a new certification with Caseflow (it must be a new certification, not resuming an old one)
  3. Complete the certification
  4. Verify that in VACOLS, the "Ready for Hearing" bug is checked.
shanear commented 7 years ago

@kierachell & @astewarttistatech want to take this on?

amprokop commented 7 years ago

We've gotten more than one report of this now. On Thu, Feb 23, 2017 at 4:30 PM Shane Russell notifications@github.com wrote:

@kierachell https://github.com/kierachell & @astewarttistatech https://github.com/astewarttistatech want to take this on?

— You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/caseflow/issues/889#issuecomment-282127323, or mute the thread https://github.com/notifications/unsubscribe-auth/ADm0y18hs0HagcoBU17w3_bhuMo6m15sks5rffptgaJpZM4L9hMw .

joofsh commented 7 years ago

We saw this issue come up in Baltimore today during our RO visit. There were certified cases that were in limbo since they were not "ready for hearing". They may not have been Caseflow certified cases though.

We should also investigate if a seam has been created with cases stuck in limbo

amprokop commented 7 years ago

Thanks for the info. Yeah, I suspect this is a legit problem then. Artem or Alexis, can you do a smoke test to verify if you can reproduce?

Background: Caseflow is supposed to check the "Ready for Hearing" box in VACOLS if the appellant has requested a Travel Board hearing or a video hearing. We're hearing from users that this might not be the case.

The steps would be: Case 1:

Case 2:

On Thu, Feb 23, 2017 at 4:40 PM, JD Pagano notifications@github.com wrote:

We saw this issue come up in Baltimore today during our RO visit. There were certified cases that were in limbo since they were not "ready for hearing". They may not have been Caseflow certified cases though.

— You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/caseflow/issues/889#issuecomment-282129922, or mute the thread https://github.com/notifications/unsubscribe-auth/ADm0y0Fru7WbcuDF1dDmlTxZ95uZszMhks5rffzAgaJpZM4L9hMw .

ghost commented 7 years ago

I wouldn't even know where that box is. It never shows up in Caseflow/VBMS. And VACOLS is a database - it has no checkboxes

amprokop commented 7 years ago

Yep, this box should be checked programmatically, by the code. It's not visible in the Caseflow UI and doesn't correspond to anything in VBMS.

You've probably only used the DB, but VACOLS also has a UI. @shanear, does anyone on our team have access to the VACOLS via the interface? If not, maybe @Chingujo can get on a call with a user who is experiencing this problem and screenshare.

On Fri, Feb 24, 2017 at 7:32 AM, Artem Vovk notifications@github.com wrote:

I wouldn't even know where that box is. It never shows up in Caseflow/VBMS. And VACOLS is a database - it has no checkboxes

— You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/caseflow/issues/889#issuecomment-282280535, or mute the thread https://github.com/notifications/unsubscribe-auth/ADm0yyRbZFaIABJgiZEmG36dAAzSsmf8ks5rfs3GgaJpZM4L9hMw .

amprokop commented 7 years ago

@kierachell , here's the line of code that should do it: https://github.com/department-of-veterans-affairs/caseflow/blob/773f6c41fffad201597781da8f4fb6adc6fcebb3/app/services/appeal_repository.rb#L221

amprokop commented 7 years ago

We're getting all sorts of reports of this—image from @Chingujo's user interview findings PDF: image Suggest we prioritize this for next sprint

amprokop commented 7 years ago

From Jed:

RO Travel Boards and Video TBs both have the same BFHR which is ‘2’. So to simplify: If (BRIEFF.BFHR=2) then (BRIEFF.BFTBIND=X) once certified.
ghost commented 7 years ago

FYI BFHA column has values other than 1,2,6.

amprokop commented 7 years ago

@Chingujo is going to follow up with a user— we only check the "Ready For Hearing" box if the hearing type is "Travel Board", but the user appears to be referencing BVA hearings.

amprokop commented 7 years ago

@Chingujo — here's the PM issue discussing this— https://github.com/department-of-veterans-affairs/appeals-pm/issues/112

Jed sez: the ROs don’t schedule Central Office hearings so they can’t mark those as ready. which is why we don't check the "Ready For Hearing" box for BVA hearings.

ghost commented 7 years ago

So, what's not working?

Chingujo commented 7 years ago

Good question and following up. We also have a user testing sessions tomorrow and Friday we can ask and verify. Also have a planned meeting with the specific user this coming Monday as well.

amprokop commented 7 years ago

Assigning this to @Chingujo—can you post an update here when you get more info from the users?

Chingujo commented 7 years ago

@amprokop see below from our quick sync cc: @shellicious for context and to clarify

Talking with New York City RO, this box should be checked ready along with video when relevant before they can be dispatched to the BVAs. Will update after more user testing.

amprokop commented 7 years ago

This message confuses me, I'd love a brief explainer of something that seems like it might be inconsistent.

This message from Jed (emphasis mine): No need to worry about any of the other fields, the ROs don’t schedule Central Office hearings so they can’t mark those as ready. **RO Travel Boards and Video TBs both have the same BFHR which is ‘2’***. So to simplify: If (BRIEFF.BFHR=2) then (BRIEFF.BFTBIND=X) once certified.

But in our code, video_hearing and travel_board have distinct codes. 

  HEARING_TYPES = {
    "1" => :central_office,
    "2" => :travel_board,
    "6" => :video_hearing
  }.freeze

What are "Video TBs"? Do they not fall under the category of video_hearing? If not, what does fall under that category? @shanear or @lakohl, might one of you know?

Chingujo commented 7 years ago

More context here. @shellicious and I got a full walkthrough of a certification with Caseflow from St. Petersburg. We can confirmed (recorded) that the "ready" box is not being automatically checked.

The Coach at St. Petersburg was also able to confirm with her Nashville and Roanoke colleagues that this was not working for them as well.

ghost commented 7 years ago

FIRST OF ALL:

Form 8 is not being updated properly. form8hearing The checkboxes are not updating Form 8 correctly; especially if you go back and forth editing the form. Just look above.

Questions 10A and 10B have no effect on Form 8 or any data in VACOLS.

Expected behavior:

When Question 10A checked Yes then VACOLS needs to be updated to display that the Hearing Request -> Ready to be checked.

Potential reasons:

amprokop commented 7 years ago 
Expected behavior:
When Question 10A checked Yes then VACOLS needs to be updated to display that the Hearing Request -> Ready to be checked.

This might be reasonable behavior, but it's not actually the behavior we expect here :) Our code only updates the Ready For Hearing box to "Yes" if the data we fetched from VACOLS when starting the certification indicates the type of the hearing is travel board/etc. The selection on the Form 8 should have no effect on VACOLS.

See the instructions I posted here. Can you validate using these instructions, @kierachell?

Background: Caseflow is supposed to check the "Ready for Hearing" box in VACOLS if the appellant has requested a Travel Board hearing or a video hearing. We're hearing from users that this might not be the case.

The steps would be: Case 1:

  • Select "Travel Board" in the hearing box in VACOLS, but make sure the "Ready for Hearing" box is not checked
  • Certify the appeal with Caseflow
  • Go back to VACOLS and observe -- is the "Ready for Hearing" box now checked?

Case 2:

  • Select a video hearing in the hearing box in VACOLS, but make sure the "Ready for Hearing" box is not checked
  • Certify the appeal with Caseflow
  • Go back to VACOLS and observe -- is the "Ready for Hearing" box now checked?
amprokop commented 7 years ago

cc @Chingujo

ghost commented 7 years ago

Yes I ran through those cases; our code does what it does;

There's still no clarity on what it is supposed to do, though. So - you guys figure it out.

lakohl commented 7 years ago

Looping in @shellicious who is working on designs for this

Chingujo commented 7 years ago

Gotcha. So the data is being pulled from VACOLs and not the form 8. I looked over the recording again and the case the user certified through Caseflow did not update the ready box in VACOLs despite a hearing being requested. It would be helpful to look through the recording and the specific appeal in question to see the flow and rule out potential user error.

amprokop commented 7 years ago

Hmm. We should be able to reproduce this given the instructions I wrote down, right? Shouldn't have to rely on a user video. Whatcha think?

On Mon, Mar 13, 2017 at 9:59 AM, Phillip Jo notifications@github.com wrote:

Gotcha. So the data is being pulled from VACOLs and not the form 8. I looked over the recording again and the case the user certified through Caseflow did not update the ready box in VACOLs despite a hearing being requested. It might be helpful to look through the recording and the specific appeal in question to rule out user error?

— You are receiving this because you were assigned. Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/caseflow/issues/889#issuecomment-286114527, or mute the thread https://github.com/notifications/unsubscribe-auth/ADm0y9hRNVt-Dbs-q5dlEZ1qHOBoICHJks5rlUulgaJpZM4L9hMw .

Chingujo commented 7 years ago

Agreed! Just for context.

The cases you have match the flow =D.

One more time pretty please @kierachell.

When we tried this morning we did see an 'X' or a "yes" for the BFTBIND column (Travel board ready) when the hearing was a travel board or set to equal 2 (right?). More results incoming......

cmgiven commented 7 years ago

See this issue for conversation with Jed: https://github.com/department-of-veterans-affairs/appeals-pm/issues/112

amprokop commented 7 years ago

Thanks @cmgiven! That's how I got context on this originally :)

cmgiven commented 7 years ago

These are the codes for BFHR:

1   Central Office
2   Travel Board
3   Confirmation Needed
4   Clarification Needed
5   None
cmgiven commented 7 years ago

@amprokop: Yeah, the issue is that we're using Hearing Action (BFHA) instead of Hearing Request (BFHR) to determine the kind of hearing that's been requested. Hearing Action is null until the hearing occurs.

amprokop commented 7 years ago

aha. good catch

msknee commented 7 years ago

From the St Petersburg feedback session, we saw that RO staff mark the hearing in some way that a hearing request date is filled out in VACOLS, but they leave the "ready" checkbox blank. I'm not sure where they input the hearing request date -- I can Lync a St Petersburg Coach and find out. This might relate to the actions that @cmgiven is referring to above.

Here's what it looks like when the RO staff inputs in the request date, leaves the ready box unchecked, and start certifying the case in Caseflow:

screen shot 2017-03-13 at 1 50 45 pm

We also learned that the "ready" checkbox needs to be checked even if it's a Video hearing.

cc @amprokop

ghost commented 7 years ago

PASSED Now that it's fixed... screenshot_2017-03-16_15-13-17 screenshot_2017-03-16_15-13-32

screenshot_2017-03-16_15-13-49