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Part 13. Taxpayer Advocate Service

Chapter 4. TAS TAMIS Guide

Section 5. Creating and Working a Case on TAMIS

13.4.5  Creating and Working a Case on TAMIS

13.4.5.1  (01-15-2005)
Introduction to Creating and Working a Case on TAMIS

  1. This section provides information on how to create a case on TAMIS and how to use all of the screens necessary to work the case.

  2. This section also addresses how to generate, view, download and print a Form 911H, Taxpayer Advocate Service Case Information History. This replaces Form 5543, Problem Resolution Record.

13.4.5.2  (01-15-2005)
Creating a Case on TAMIS

  1. In order to create a case on TAMIS, there are several screens that must be completed. Some of the screens are mandatory for every case, and some are mandatory under certain circumstances.

  2. This section describes how to complete the following screens:

    • Taxpayer Screens 1, 2, 4, and 5. Taxpayer Screen 3 will be discussed in IRM 13.4.5.3, Working a Case on TAMIS.

    • Power of Attorney (POA)

    • Congressional

    • Transfer

13.4.5.2.1  (01-15-2005)
Taxpayer Information Screens

  1. Select the Case button in the Application Navigation area to display the taxpayer information screens. These screens are the first screens used when creating a case on TAMIS.

  2. There are five Taxpayer Screens; however, only Screens 1, 2, 4, and 5 are completed during the case creation process. The first screen has options to add an individual taxpayer with a domestic or foreign address or a business taxpayer with a domestic or foreign address.

  3. If you attempt to create a case on TAMIS and a case with a matching TIN already exists on the system, you will receive the following warning "POTENTIAL DUPLICATE CASE! Do you wish to continue initiating this case?" You must choose either the "Yes" or "No" option to continue.

    Caution:

    Until you have determined a case should be added, do not add it.

  4. All required fields are displayed with bold text on the screen. The bold fields represent the minimum amount of fields that must be completed before saving the record.

  5. To navigate between fields you can either use the <Tab> key or the mouse.

  6. Once all screens are completed, save your actions by selecting Save from the icon bar or Action and Save from the menu bar. This will save the information and generate a case file number. If required fields are not completed, the system will prompt you as to which fields require data to be entered.

  7. The Static Display information (TIN, MFT, Age, Secondary TIN, and TP) will not update until the case information has been refreshed. If you leave the case area and access a different part of the system (i.e., Inventory), the Static Display information will be present when you return to the case.

13.4.5.2.1.1  (01-15-2005)
Taxpayer Screen 1 of 5 - Individual Taxpayers, Domestic or Foreign Address

  1. The default setting for the Taxpayer Information Screen 1 of 5 is an individual taxpayer with a domestic address. If the taxpayer has a foreign address, you must check the foreign address field located at the top of the screen by either using the mouse or <Space Bar>. This will bring up the format used to create a case for a taxpayer with a foreign address.

  2. Loading cases for business taxpayers requires completion of different TAMIS fields. If you are adding a case for a business taxpayer, refer to IRM 13.4.5.2.1.2, Taxpayer Screen 1 of 5 - Business Taxpayers, Domestic or Foreign Address.

  3. The Monitor and Suspend checkboxes will not be used when adding a case to TAMIS. Refer to IRM 13.4.5.3, Working a Case on TAMIS.

  4. The following fields are completed when creating a case on TAMIS. Although all fields are not required, it is important to add as much information as possible when creating the case. Taxpayer Screen 1 of 5 is the starting point for adding a case.

    1. TIN- Primary and Secondary - the Taxpayer Identification Number (TIN) for individuals consists of a nine-digit Social Security Number (SSN). The hyphens must be input in the proper format for SSNs. If there is a File Source Code, you must input it in the field after the Primary and /or Secondary SSN. Using the mouse to click on the question mark (?) will provide the following list of values:

    2. Last Name - A 20-character field containing the taxpayer's last name. If married filing joint, input the last name of the secondary taxpayer on the 2nd Last Name line. This is a required field.

    3. First Name- A 15-character field containing the taxpayer's first name. If married filing joint, input the first name of the secondary taxpayer on the 2nd First Name line.

    4. Middle Initial- A 1-character field containing the middle initial of the taxpayer, if known. If married filing joint, input middle initial of secondary taxpayer, if known, on the 2nd Middle Initial line.

      Reminder:

      The proper usage of lower and upper case letters is very important in all of the entity fields, because if a letter is generated on TAMIS the names and addresses will systemically populate the letter based upon the information input in the system. The generation of TAMIS letters is a future TAMIS enhancement.

    5. Title- A 4-character field indicating the title of the taxpayer. Select from the following list of values or write in a title up to five characters.

    6. Address- 3-lines, each containing up to 35 characters for the taxpayer's address.

    7. City- A 33-character field indicating the name of the taxpayer's city.

    8. State- A 2-character field indicating the state abbreviation where the taxpayer resides. Select a state from the list of values. The field will be populated with the correct abbreviation for the selection.

    9. Zip Code- A 3-section, 14-character field to indicate the taxpayer's Zip Code.

      Note:

      A phone number will be required if a complete address has not been entered. A complete address is either a domestic address with the Address, City, State, and Zip Code; or a Foreign Address including the Country. If both the phone number and complete address are missing, and you attempt to save the case, an error message will be displayed indicating that one or the other is required.

    10. Contact- A 17-character field to provide the name of the person to contact. For example, if the inquiry relates to a joint account, input the name of the spouse who should be contacted.

    11. Contact Title - A 17-character field to provide the title of the contact. For example: Primary TP, Secondary TP.

    12. Best Time- A 13-character field indicating the best time to contact the taxpayer or representative. The format is hh:mm a or p (h=hour, m=minute, a=am, p=pm).

    13. Phone- A 25-character field for the taxpayer's phone number. Allows for multiple phone numbers to be added beyond the three visible fields. Input the phone number with dashes. Room is available to add extension number. For example, (222) 555-5555 ext. 2555. If no phone number is available input all zeroes or the literal "No Phone" . Select the type of phone from the following list of values:

    14. E-mail- A 25-character field indicating the taxpayer's E-mail address.

    15. Outreach- These fields are required and are for statistical purposes to determine how the taxpayer's inquiry came to TAS. The entries are two fields of two-characters each. If the outreach information is available, it should be added when the case is created. If the information is not available at the time the case is created, you must obtain the information from the taxpayer/rep and add it to these fields prior to closing the case. Select from the following list of values:

    16. Taxpayer Issue - A three-character field used to capture the taxpayer's perception of the problem/issue. The Taxpayer Issue Code (TIC) is a required field when creating a case based upon the information available at that time. You can update the TIC once the taxpayer's issue has been identified. Select the TIC from the list of values identified in Exhibit 13.4.5-1, Issue Code List.

    * - Invalid SSN IMF

    N - Valid SSN NMF

    P - Valid SSN IRAF

    X - Invalid SSN IRAF

    • Miss

    • Mr.

    • Mrs.

    • Ms.

    • H - Home

    • B - Business

    • F -Fax

    • P -Pager

    • C -Cell

    • M -Message

    • O -Other

    The checkbox next to the Phone Number field should be checked for the primary phone number.

    First Field

    • 0 -Initial

    • 1 -Subsequent TP request for TAS assistance/intervention

    • 2 -Indirect Receipt

    Second Field

    • 10 - IRS publication/forms/notices

    • 11 -IRS websites

    • 12 -Telephone directory listings of TAS offices/NTA/Toll-Free number

    • 13 -TP/Rep made aware of TAS by other non-TAS IRS operating division/function

    • 20 -TAS outreach to Congressional offices

    • 30 -TAS outreach to Tax Practitioner Community

    • 40 -TAS external meetings/speeches/events

    • 41 -TAS outreach to low income taxpayer clinics

    • 50 -TAS outreach via the media (e.g. television/radio/newspaper/magazines

    • 60 -Local Advocate outreach program not listed above

    • 70 -Friend/acquaintance/neighbor

    • 80 -Other (to be used when no other code is appropriate)

    • 00 -Indirect receipt no direct TP/Rep request for TAS assistance e.g., operating division/function referral to TAS where TAS assistance is not specifically requested or a Congressional inquiry not addressed to TAS and not requesting TAS assistance.

  5. If the Taxpayer has a foreign address check the Foreign Address field to bring up the format for adding a foreign address. All fields are the same as IRM 13.4.5.2.1.1(4)a-j, except for the Address, City, State and Zip Code fields. The Address field is comprised of 4 lines, 35-characters each, and the 20-character Country field replaces the City, State,and Zip Code fields.

13.4.5.2.1.2  (01-15-2005)
Taxpayer Screen 1 of 5 - Business Taxpayers, Domestic or Foreign Address

  1. The default setting for the Taxpayer Screen 1 of 5 is an individual taxpayer with a domestic address. For a business taxpayer you must check the Business field located at the top of the screen. This will bring up the format used to create a case for a business taxpayer.

  2. The following fields are completed when creating a case on TAMIS for a business taxpayer. Although all fields are not required, it is important to add as much information as possible when creating the case.

    1. TIN- The Employer Identification Number (EIN) of the business; use the hyphen. If there is a File Source Code, you must input it in the field after the TIN. If the File Source Code is V or W, a Social Security Number (SSN) would be input. Select a file source code from the following list of values:

    2. Name- A 35-character field containing the corporate name of the business. This is a required field.

    3. DBA - A 35-character field used if the business has a "Doing Business As" name different than the name in the Name field.

    4. Address, City, State, Zip Code - Refer to IRM 13.4.5.2.1.1(f), (g), (h), (i) respectively.

    5. Contact, Contact Title, Best Time, Phone, E-mail - Refer to IRM 1 3.4.5.2.1.1(j), (k), (l) (m), (n) respectively.

    6. Outreach, Taxpayer Issue -Refer to IRM 13.4.5.2.1.1(o), and (p)respectively.

    • P - Valid EPMF EIN

    • X - Invalid EPMF EIN

    • V -Valid BMF SSN

    • W - Invalid BMF SSN

  3. If the business taxpayer has a foreign address, check both the Business and Foreign Address fields to bring up the format to input a foreign address for the taxpayer. All fields are the same as IRM 13.4.5.2.1.2(2)a-f, except for the Address, City, State and Zip Code fields. The Address field is comprised of four lines of 35-charaters each, and the 20-character Country field replaces the City, State and Zip Code fields.

13.4.5.2.1.3  (01-15-2005)
Taxpayer Screen 2 of 5 - Hardship Description/Relief Requested

  1. The Taxpayer Screen 2 of 5 must be completed to record both the Hardship Description and the Relief Requested by the taxpayer. Both fields are required and there is an unlimited amount of text space. If the viewable screen space is completely populated use the scroll bar to view the entire text.

  2. You must obtain the information to complete these fields from Form 911, Application for Taxpayer Assistance Order, Taxpayer/Representative/Congressional correspondence, phone, or any other communication with the taxpayer or representative.

  3. Taxpayer Screen 3 of 5, Determination of Hardship/Recommendation for Relief is completed when the case is assigned to a Case Advocate and is discussed in IRM 13.4.5.3.4, Determination of Hardship/Recommendation for Relief - Taxpayer Screen 3 of 5.

13.4.5.2.1.4  (01-15-2005)
Taxpayer Information Screen 4 of 5 - Actions the Operating Division initiator took to help resolve the problem/Reasons why Operating Division initiator did not provide relief

  1. This screen is comprised of two sections; the Initiator section and Operations actions section.

  2. The Initiator fields on this screen are required whether the case was initiated by an Operating Division outside of TAS or was received as a direct receipt in TAS. If the case was received via Form 911, Application for Taxpayer Assistance Order, the information of the person who initiated the Form 911 would be input to these fields. If the Form 911 was initiated on ICP, the fields would populate systemically. If a TAS employee initiated the case from a direct receipt such as correspondence or a phone call to TAS, the TAS employee's information would be added to the Initiator section.

    1. Last Name/First Name - Name of the initiator of the case. The information would be taken from the completed Form 911 from an Operating Division, or the TAS employee creating the case on TAMIS if a direct receipt.

    2. Org - A 2-digit field representing the physical location of the employee, based on the prior location codes. Select the org code from the list of values identified in Exhibit 13.4.5-2, Organization Codes.

    3. OpD Func - A 2-digit field representing the Operating Division Function of the employee who initiated the request. For example: TA=TAS, WI=Wage and Investment. Select the OpD Func from the list of values identified in Exhibit 13.4.5-3, Operating Divisions/Functional Unit Symbols and Location Codes.

    4. OpD Loc - Up to four digits would be input in this field representing the location within the Operating Division/Function. Select the OpD Loc from the list of values identified in Exhibit 13.4.5-3, Operating Divisions/Functional Unit Symbols and Location Codes.Only those location codes associated with the OpD Func selected will display.

  3. Actions the Operating Division initiator took to help resolve the problem/Reasons why Operating Division initiator did not provide relief -These fields must be completed only when TAS receives an inquiry from another Operating Division. Generally, the inquiry would be on a Form 911 and the fields would be completed based on the information provided on Form 911. Both fields have an unlimited amount of text space. If the viewable screen space is completely populated, use the scroll bar to view the entire text.

13.4.5.2.1.5  (01-15-2005)
Taxpayer Screen 5 of 5

  1. When creating a case on TAMIS, this is the last Taxpayer Screen required to complete the process. Many of the fields on this screen and the prior Taxpayer Screens are mandatory.

  2. Following is a description of all fields in Taxpayer Screen 5 of 5:

    1. Language -This field has a default setting of English. Enter the taxpayer's primary language or select from the following list of values:

    2. Hearing Impaired -Check this field if the taxpayer is hearing impaired.

    3. Core Issue Codes - The Primary Core Issue Code (PCIC) is the most significant issue, policy or process causing the taxpayer's problem. It may or may not be the same as the Taxpayer Issue Code (TIC) described in 13.4.5.2.1.1(4)(p), Taxpayer Screen 1 of 5 - Individual Taxpayers, Domestic or Foreign Address. When adding the case to TAMIS the Primary Core Issue Code must be identified. If while working the case you determine the code is incorrect, it can be changed to reflect the appropriate code. Select the PCIC from the list of values identified in Exhibit 13.4.5-1, Issue Code List.

    4. Secondary Core Issue Code -This is a display only field on this screen and populates systemically when entered on the Closing Action Screen described in IRM 13.4.5.4, Closing Actions.

    5. MFT Fields - This includes the fields for the MFT Code, Tax Period and Plan. At least one entry in the Code and Tax Period fields is required. The fields allow for three entries to display on the screen. If more entries are needed, select Record then Insert from the menu bar. This will allow you to add additional MFTCodes, Tax Periods and Plans beyond the fields visible on the screen. When the Record/Insert feature is used, it will activate the scrolling feature, to allow you to view more than three MFT Codes, Tax Periods and Plans.

    6. Code - This is a required field. A two-digit entry containing the Master File Tax Code (MFT) associated with the tax form involved with the inquiry. If the inquiry is non-account related and there is no MFT associated with the case, enter "00" . Select the MFT from the list of values identified in Exhibit 13.4.5-4, MFT Codes.

    7. Tax Period - This required field is a six-digit entry in YYYYMM format for the tax periods involved. If the inquiry is non-account related and there is no tax period associated with the case, enter " 000000" in this field.

    8. Plan - This field is completed when the Employer Identification Number (EIN) is added to the system with the definer/file source code P. The appropriate plan number would be added.

    9. How Received - This is a required field. It is used to track how TAS received each case. Select from the following list of values:

    10. IRS Rcv Date -This is a required field. Input the date the IRS received the inquiry. The format for entry is MMDDYYYY, no dashes required.

    11. TAS Rcv Date -This is a required field. Input the date TAS received the inquiry. The format for entry is MMDDYYYY, no dashes required.

      Note:

      If you have input the wrong date for the IRS Received Date and TAS Received Date, correct the TAS Received Date first and then correct the IRS Received Date, and save the screen. If you try to correct the IRS Received Date first, you will receive an error message. In addition, the case must be assigned to you to update these fields, or someone with permission level 4 can update the record if it is not assigned.

    12. TAMIS Rcv Date -The date the case was created on TAMIS. This shaded field will be systemically populated once the process for creating a case is complete and the information saved.

    13. ICP -This shaded field will systemically populate with the letter Y if the case was created through ICP, and the letter N if it was created directly on TAMIS with no ICP involvement.

    14. Complexity -This is a required field. A three-digit field, which is determined initially by the Primary Core Issue Code. Select from the list of values identified in Exhibit 13.4.5-5, Complexity Codes.

      Note:

      The Complexity Code may change as the case develops.

    15. BOD -This is a required field. A two-digit field used to identify the Business Operating Division of the taxpayer based upon the BOD on IDRS. Select from the following list of values:

    16. BODC -A three-character field that contains the Business Operating Division Client Code (BODC). This code identifies the account as a member within a particular client segment or sub-group of the tax account's current BOD. The valid entry consists of three characters where each character position has a range of 36 values: 0-9, and A-Z, and blank (null) as a non-significant value.

    17. Criteria Code -This field is required. A one-digit field used by TAS to categorize a case meeting TAS criteria for entry into the program. Select from the following list of values:

    18. Added by -This field is systemically populated with the Employee ID # of the employee creating the case on TAMIS, once the screens are saved.

    19. ECMS Control # - A 13-character field used to add the Executive Control Management System (ECMS) number of non-congressional inquiries received through ECMS.

    20. Special Case -A two-character field used to identify specific types of cases. Select from the following list of values:

    21. Local Use, Local Use 2, NTA Use, DBA/DIA use. N.O. Use -(five-character fields) - National Office and local management will provide the guidelines for the use of these fields. The NTA Use field will be used on those cases identified and created on TAMIS by employees assigned to the National Taxpayer Advocate toll-free telephone number. National Office will provide guidance on when to enter data in the DBA/DIA Use and N.O. Use fields. Local management generally will advise you if there is a requirement to enter data in the Local Use and Local Use two fields.

    Arabic Italian Russian
    Chinese Japanese Spanish
    French Korean Tagalog
    German Polish Thai (Laotian)
    Greek Portuguese Vietnamese

    Note:

    If the taxpayer's primary language is not shown, you can enter the data manually (up to 20 characters).

    • C -TP/Rep files F911 or other correspondence to TAS

    • N -NTA Toll-Free

    • P -TP/Rep calls TAS

    • R -Function identifies as meeting TAS criteria - referral to TAS

    • S -Function refers to TAS at TP/Rep request

    • W -TP/Rep visits TAS walk-in area

    • X -Congressional to function and no request for TAS assistance

    • Y -Congressional to TAS or request for TAS assistance

    • LM - Large & Mid Size

    • SB -Small Business/Self Employed

    • TE -Tax Exempt/Government Liaison

    • WI -Wage & Investment

    • 1 = TP suffering or about to suffer a hardship

    • 2 = TP facing immediate threat of adverse action

    • 3 = TP will incur significant cost if no relief granted

    • 4 = TP will suffer irreparable injury or long term adverse action

    • 5 = TP experienced delay of 30+ days to resolve problems

    • 6 = TP has not received response or resolution by promised date

    • 7 = A system/procedure has failed to resolve TP's problem

    • 9 = Any case not meeting TAS criteria but kept in TAS

    • 10= Senate Finance Case (SFC)

    • 30 = PSD Case

    • 60= SBREFA

    • 80= TAP

    • AG= Age Requirement Issue

    • AR = Tax year 2001 Refund

    • CC = TY 2003 Advance Child Care Tax Credit

    • DO = WTC/Pentagon/PA Disaster 091101

    • HC= Health Coverage Tax Credit

    • MC= TAS Marketing Campaign Mar 2004

    • NR= National Research Program Exam

    • TC= TP Assistance Center

  3. After all of the required information is entered, save by selecting Save from the icon bar or Action, then Save from the menu bar. If you try to save the case and any required fields are missing an entry, the cursor will go to the empty field(s) in sequential order, and the appropriate error message will be displayed, prompting you to complete the field.

  4. When you have added all of the information necessary to create a case, and the screens are saved, the static section of TAMIS will display the systemically populated fields based on the information added for the case.

  5. The case will be initially controlled to Employee ID #0 and TAS Group 0. Refer to IRM 13.4.6.2.2, Unassigned Group Inventory, for instructions regarding assigning the case.

13.4.5.2.2  (01-15-2005)
Additional Screens for Creating a Case

  1. There may be circumstances when you are creating a case on TAMIS that you would complete other screens in addition to the Taxpayer Screens 1-5.

  2. If the taxpayer has an authorized representative, you must complete the POA (Power of Attorney) screen.

  3. If the inquiry is from a Congressional office you must complete the Congressional screen.

  4. If the case meets transfer criteria per IRM 13.1.7.4, Case Transfer Process, you must complete the Transfer screen.

13.4.5.2.2.1  (01-15-2005)
POA Screen

  1. Selecting the POA button in the Application Navigation area will display the POA screen.

  2. The POA screen is used for adding an authorized taxpayer representative based on Form 2848, Power of Attorney and Declaration of Representative, Form 8821, Tax Information Authorization, or any other valid representative authorization.

  3. The screen is divided into two sections. The first section is for the information of the Firm representing the taxpayer. The second section is for the information of the Contact within the firm.

  4. The following fields are completed when adding a Power of Attorney

    Note:

    The proper usage of lower and upper case letters is very important in all of the fields. If a letter is generated on TAMIS, the names and addresses will systemically populate the letter based upon the information input on the system. The generation of TAMIS letters is future TAMIS enhancement.

    1. 2848/8821/Other- This is a required entry. Use the radio buttons to select the type of authorization. If Other is selected you must access the "Other" text field and enter an explanation of up to 15 characters. An example of an entry into the "Other" text field would be "Verbal " .

    2. Firm Name- This is a required field. Add the name of the POA's firm. If no firm exists, add the name of the representative.

    3. Address, City, State, Zip- These are required fields. The address of the firm, or the representative, if no firm exists. Select the state from the list of values.

    4. Last Name- This is a required field. Enter the last name of the taxpayer's representative.

    5. First Name- Enter the first name of the taxpayer's representative.

    6. M. I.- Enter the middle initial of the taxpayer's representative.

    7. Title - Enter the title of the representative. Select from the following list of values or write in a title up to five characters:

    8. Phone -Enter the phone number of the representative. No dashes are required; the phone number will be automatically formatted.

    9. CAF # -Enter the Centralized Authorization File (CAF) number, if available.

    10. Fax -Enter the fax number with dashes, of the representative.

    11. Authorized to receive letters/notices -If representative is authorized to receive letters and/or notices check the box.

    12. E-mail -Enter the E-mail address of the representative. Taxpayer information may not be included in outgoing E-mail to the representative.

    13. Date Form 2848/8821 Sent to CAF -Enter the date you sent either of these forms to the CAF.

    • Miss

    • Mr.

    • Mrs.

    • Ms.

  5. When you are done adding all of the information to this screen, you must save the information. Save your action by selecting Save from the icon bar, or Action and Save from the menu bar.

13.4.5.2.2.1.1  (01-15-2005)
Multiple POAs

  1. Taxpayer's may have more than one Firm/Contact representing them. The additional Firms and/or Representatives must be added to this screen.

  2. When adding multiple POAs, place the cursor in the Firm Name field and select Record, then Insert from the menu bar. A blank POA screen will be displayed.

  3. If the Firm is to remain the same, but an additional contact within the firm must be added, place the cursor in the Contactsection, Last Name field, and record the additional information.

  4. If an additional Firm is being added, input the additional data into the fields in both the Firmsection and Contact section.

  5. To view more than one Firm or Contact added to a case use the scroll bar. The top scroll bar allows you to view multiple firms, and the bottom scroll bar allows you to view multiple contacts within a firm.

13.4.5.2.2.2  (01-15-2005)
Congressional Screen

  1. When an inquiry is received from a Congressional office, this screen must be completed to record the Congressional data.

  2. Select the Congress button in the Application Navigation area to display the Congressional screen.

  3. The following fields are completed when adding a congressional inquiry.

    1. Last Name -This is a required field. Enter the last name of the Congressman or Senator.

    2. First Name -This is a required field. Enter the first name of the Congressman or Senator.

    3. M. I. -Enter the middle initial of the Congressman or Senator.

    4. Personal Title -Under certain circumstances the