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A service case records a problem raised at the desk and how it was concluded. Its purpose is to make sure every problem ends with an answer, so nobody is turned away with nothing recorded. Nothing is assigned or timed; the case simply keeps the record. Open the list from Service cases in the Command Center, or from the Attention queue.

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Case statuses

Risk (High, Medium or Normal) is separate from status. The attention queue on the Command Center is ordered by risk, then by how long someone has been waiting.

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Review types

When a case is sent for review, you choose what kind of judgement is being asked for:
  • Identity dispute
  • Payment review
  • Ticket entitlement review
  • Operational incident

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The case list

The list opens on cases that are still open. The filter buttons are: Columns:
  • Problem: the type of problem, with a short summary.
  • Who: the participant, linking to their profile. If nobody is identified, it says “Nobody identified” and shows what the desk typed, exactly as typed.
  • Status: the case status, with “Needs the payment provider” where that applies.
  • Review: the review type, if one is set.
  • Raised: when the case was created.
Select the problem name to open the case. The list shows 25 per page.

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Record a case

Select Record a case (or + New service case, Record a service case, Add note or Create unmatched case elsewhere in the console). The same form opens each time. When you open the form from a ticket or a transaction, it is pre-filled where possible and shows an Attached box. The current state of the attached ticket or transaction is saved with the case, so a reviewer sees what you saw. A case opened from a zero-result search carries the exact text you searched. Record case stays disabled until the required fields are filled in.

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Case page

The page header shows the problem, the participant and time, the status and a plain-language meaning of that status. Add evidence is available at the top. A flow diagram shows where the case is: Open, Review required, then one of the three endings. The page contains:
  • Raised and, once closed, Concluded times; the Kind of review, and the Ticket.
  • Participant: a link to their profile. If nobody is identified, you see what they gave you and what they said, and a Link to a participant button.
  • What happened at the desk: the description you recorded.
  • What the portal showed at the time: captured when the case was raised, so a reviewer sees what you saw rather than today’s state.
  • Evidence: reference numbers, named confirmations and notes, each with time and, for confirmations, who confirmed.
  • What was tried: every action recorded against the case. Refused attempts are kept and highlighted, because “we tried and it was refused” is itself evidence.
  • Conclusion: the outcome or the reason it couldn’t be resolved.

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Add evidence

Select Add evidence and choose a kind:
Verbal agreement on its own isn’t evidence. Add a reference number, a named confirmation, or a note saying who confirmed what.
If the case has nobody identified, find the person in Search first, then select Link to a participant and enter their participant user ID. What they originally gave you stays on the record. Linking doesn’t change the status, because identifying someone isn’t the same as solving their problem.

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Conclude a case

The Conclude this case buttons only offer moves available to you for the case’s current state. For example, desk operators won’t see “Conclude: cannot be resolved”. The possible buttons are: Select Confirm to apply the change.