A case is work that has to be followed through — an incident, a complaint, a concern. This walkthrough reads the queue and opens one.
Four tiles sit above the list: Open, Overdue, Due soon and Pending. They are a summary and a filter — Overdue and Due soon narrow the open list and clicking again clears it. Each row carries its reference, title, severity, stage, status, due, who it is with, and when it was created. Due counts down ("45m over", "2h 10m left") rather than showing a date, and Created is relative.
Pending is not a status. A case is either Open or Closed; Pending is the subset of open cases whose current step is an approval — somebody is being asked to sign something off rather than do it. That is why a case can sit in both Open and Pending at once.
In the With column, ** · pool** means the active step is offered to a role — anyone in it can pick it up, from the case itself. Unclaimed means nobody holds the step and it is not offered to anyone.
Step 1
Open the queue
Go to Cases in the sidebar and check the selected status and filters before reading anything into the list.
Step 2
Filter to overdue work
Read the summary tiles, then select Overdue to filter. The tiles are toggles, not tabs: select the same one again and the wider queue comes back. They count the whole queue you can see, so they do not change as you move between the status tabs above them.
Step 3
Identify the case
Check the reference, title, type, severity and due. <Role> · pool means the active step is offered to a role with nobody holding it yet — an invitation, taken up on the case itself rather than from this list. Unclaimed means nobody holds it and it is not offered to anyone, which is worth raising.
Step 4
Read the next step
Open the case and read Next step before acting: what the case needs now, who holds it or which role it is offered to, and how long is left. Underneath it sits what happens when that runs out — the escalation, and who it reaches first. Reading that is usually faster than asking.
Step 5
Working through several at once
Selecting rows in the queue opens a bar with two actions: assign, and close. Assign hands the active step of each selected case to one person — it is the same assignment you would make on each case individually, not a new kind of ownership, and a case has no owner of its own. Close only touches the cases that are still open, and quietly skips the rest. Neither is a substitute for reading a case: bulk-closing a queue you have not opened is how a real one gets lost in a tidy-up.
Step 6
Why somebody else's queue looks different
Two things shape what a person sees here. Access decides which cases are in the list at all. And somebody who can raise cases but not view them gets a different page entirely — their own reports, described in plainer words (Received, In progress, Resolved) with no stages, severities or step owners. So "it isn't in my list" from a reporter and from a coordinator are different problems.
Step 7
Read the updates
Updates holds the notes and recorded actions that explain where the case got to. If a case you expect is missing, check the queue filters and your access.
Step 8
Finding a particular case
The search box above the list matches the reference, the title, the case type, the current assignee and the stage. There is no filter for severity, type, owner or date — the tiles and the status tabs are the filters.
Keep reading
Tutorial
Raise a case
Report an issue manually, link the relevant client and verify the case reference and active step.
Mobile appTutorial
Complete a case step
Finish the step a case is waiting on — and understand who it belonged to, what happens next, and what it does not do.
Web dashboardTutorial
Configure an escalation plan
Build an escalation plan: the deadline, who hears first, how long before the next person, and how to read it back.
Web dashboard