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Cases

Cases turn something the platform found — or something you noticed — into owned follow-through. Link the jobs and customers, assign a Team, comment with the people who need to act, and close it when the work is done. Path: /cases Concept model: Teams and cases. Day-to-day ownership groups: Teams.

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When to open a Case

  • Repeat visits or SLA drift that need a named owner
  • Customer complaints or account-risk reviews
  • Portal Jobs outcomes that need a named owner after review
  • Account-review commitments that must not disappear into chat
  • A cluster of jobs you found in Search that belong together
Your field management system still runs dispatch. Cases wrap the cross-job investigation and decision trail.

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Browse Cases

Cases opens on My Cases — work you own or participate in. Switch to All Cases for the company list.
  1. Open Cases in the sidebar.
  2. Choose My Cases or All Cases.
  3. Narrow with Active, Any status, or Closed (default Active).
  4. Open the filter panel for Status (Draft through Archived), Type (Incident, Investigation, Project Review, Case Study, Audit, Compliance), and Priority (Low–Critical).
  5. Search, switch grid or table (table on desktop), and Load more as needed.
  6. Open a Case at /cases/:caseId.
The list sorts by last Case activity.
Any status is the lifecycle chip for every status. All Cases is the company-wide membership tab.

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Create a Case

Use Create case on this page.
  1. Details — title, description, type, priority, and Assigned Team (your default Team is preselected). You are the owner. Linked jobs can wait.
  2. People — optionally add participants with roles Contributor, Investigator, Reviewer, or Observer. Search company users.
You can still create from Advanced search when the evidence is already a job or contact selection.

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Work a Case

Typical actions:
  • Rename the Case (owner)
  • Set priority (Low–Critical) and transition status (optional note)
  • Set or clear Assigned Team so the owning group is clear
  • Add comments; agent comments show Connie on the timeline
  • Add, change, or remove participants

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From Connie to Case

Ask Connie to investigate, then open or create the Case she briefed, assign the Team, and keep the lasting trail on the Case. See Ask Connie.