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Case management and teams

Case management is the place where agent signals become owned work. A case can represent an escalation, investigation, project review, audit, complaint, or follow-up item. It holds participants, linked operational records, comments, status changes, and a full activity timeline.Operational records stay in the intelligence layer. Cases reference jobs, customers, sites, engineers, and other evidence so the team can review and act without copying data into a separate system.
Case management runs inside VH3 AI. It tracks ownership, evidence, and follow-through around operational work. Any BigChange write-back or job creation flow is handled by the configured ingest or integration pipeline for your tenant.
Teams are dynamic groups for shared ownership. A team can represent a region, customer portfolio, service line, escalation room, onboarding sprint, or temporary working group.Teams can link to customers, sites, jobs, job types, or other entities. Sentinels, reports, Connie, and automations can then route work to the group that owns the relevant account, site, or problem.
Teams are created around the work. Some are permanent, such as a regional operating patch or customer portfolio. Others are temporary, such as a major incident room or a discovery sprint review group. Use purpose, description, and metadata to describe the group in the language your operation uses.