Why didn’t my case transfer to CIS?

If a case does not appear in CIS:

  1. Confirm with the receiving center whether they routed the case back to Gateway.
    • If so, click the Refresh button on the yellow center assignment banner to update the Gateway status.
    • Once refreshed, you’ll be able to edit the case and resend it to CIS.

Note: Cases can take up to 24 hours to transfer to CIS. Please ensure you wait to confirm the case did not transfer.

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Figure 1: Refresh Center Status button
  1. If the center still doesn’t see the case in CIS, contact the Help Desk for support.

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