Case management¶
A case brings a matter that needs investigation, coordination or a decision into one place. It gives the work a reference, a responsible owner, a current stage and timing information. Casework can also involve participants, staff parties, notes, decisions, tasks, workflows and supporting records or correspondence. A case is useful when people need to understand both the matter and who is accountable for moving it forward.
Availability: This draft covers the case register, search, board, analytics, creation, case-type administration, everyday casework, tasks, case-side workflow/link actions, ordinary closure, activity and formal HR queries. These backend operations are implemented. The intended steps follow inspected Final Screens; the inspected frontend pages still show sample data and preview states. Connected use and environment delivery are unverified. The draft also explains ordinary response, quality and escalation evidence, whose connected UI is unverified. Case-owned reporting recovery and organization-data handling are also documented. Assistant reads and actions are documented separately. Supporting inventory, shared-system lifecycle and connected journey verification are still needed before this feature is complete.
Start with Find cases and understand workload. The guide explains the intended navigation, access limits, search scope, reporting meanings and recovery. It does not assume that seeing a case gives someone permission to change it.
Use Create a case to understand the intended form, responsibility fields, type defaults, staff requirements and pending dossier outcomes. Creating a case assigns the signed-in person as its owner; the office, position, team and staff subject are separate concepts.
Use Configure case types to understand defaults, process rules, protected HR types and activation. Changing defaults does not rewrite existing case data, but changing current rules can affect a case's next workflow, stage decision or closure.
Use Read and update a case for the detail tabs, participant and staff-party additions, notes, decisions and recovery. It explains why a stage change is separate from closure, why staff parties differ from participants, and which preview fields are not saved.
Use Tasks, workflows, linked work and closure to choose the right kind of work, understand saved links, review closing requirements and recover from an uncertain result. Closing a case records its outcome but does not finish its outstanding tasks or workflows.
Use Understand case activity to read recorded events, distinguish saved snapshots from current facts, understand note revisions and check missing or misleading entries. Its organization-history section explains HR response attribution and timing, case-type repeat-state recording and the distinction between a recorded action and delivery or filing. Connected activity access, ordering and discussion still need reconciliation.
Use Manage HR cases and formal queries for protected casework, notice preparation, issue, offline responses, deadlines, review and escalation. Employees should use Read and respond to your HR queries for their own notices and supplements. These guides distinguish issuance, delivery, response, closure and filing.
Use Understand case responses, quality reviews and escalation evidence to distinguish those records from HR responses, case decisions and executable work. It explains contributor assignments, proof, recording time, reporting and the current lack of an ordinary operational-history view.
Case reporting evidence and organization data requests explains selective reporting facts, recovery, export contents, row counts and local deletion limits. A saved case action, accepted report and completed organization request are separate outcomes.
Understand case information returned by HiveAI explains summaries, due-date selections, incomplete answers, HR scope and recovery. Connected case-assistant steps and sensitive-information handling remain unverified.
Review and recover AI-assisted case changes explains all 27 implemented action types, proposal review, business outcomes, uncertain-result recovery and the limits of workflow and HR handoffs.
What the main views tell you¶
| View | Question it helps answer |
|---|---|
| Cases | Which matters can I see, who is responsible, and which case should I open? |
| Board | How is the visible work distributed across current stages? |
| Analytics | How many visible cases are open, closed or overdue, and how old is that work? |
| Case types | Which rules and defaults govern a category of casework, and who may change them? See Configure case types. |
| HR cases | Which protected HR matters can authorized HR staff handle? See Manage HR cases and formal queries. |
| My HR queries | Which formal HR queries concern the signed-in staff member? This is a separate self-service journey, not general HR access; see Read and respond to your HR queries. |
Status, stage and outcome mean different things¶
The case's overall status is Open or Closed. Its stage describes where the work is now, such as Intake, Review or Decision. Stage names can vary with the case type. An outcome records the result of the case's resolution. A due date identifies when work is due; a target resolution date is a separate planning date.
Do not interpret a stage called “Decision” as proof that the case is closed. Likewise, a linked workflow's completion does not by itself establish case closure, delivery of a letter or filing of a record. Those related systems own their own results.
Who can see the work¶
Readers need access to the relevant workspace and permission to view cases. Within that scope, Internal cases use the ordinary case-reading permission. Restricted and Secret cases also require the reader to be the case owner or an active participant. Protected HR cases add an HR permission requirement; being the owner or participant alone is insufficient.
These restrictions affect the register, board and analytics. A manager's job title, responsibility for an office or access to a report is not a substitute for the required product permissions. The membership and permissions guide explains how those permissions fit into workspace access.
The documentation describes the inspected rules, not a completed deployment security assessment. Administrators still need to verify the connected application and its tenant/access configuration before relying on it for confidential work.
For managers and executives¶
Use the register to identify responsible people and the board to discuss how work is progressing. Use analytics to understand the current visible workload. Compare like-for-like views: workspace, reader access, case family, type, status, office and inclusion of closed cases all affect the result.
Average age measures how long visible cases have existed, stopping at closure for closed cases. It is not an average resolution time calculated only from completed work. Overdue means that an unclosed case has passed its due date; it is not a service-level compliance percentage. The current report does not establish trends over a selected period, productivity, financial savings or the reasons a case is delayed.
For example, one reader may see 12 cases while another sees 8 because their access differs. Neither total is automatically an organization-wide workload figure. A board column containing several cases also does not prove a bottleneck without examining the cases' context and timing.
How cases connect to the platform¶
People and organizational structure provide identity and responsibility context. Workflows handle linked process execution. Records preserve governed records and dossiers; Correspondence handles formal communications. The HR-notice handoff explains the already documented case-to-letter background process, including why issuing a notice and proving its delivery are separate outcomes.
A link provides context. It does not automatically grant access to the linked item or prove that its later state has been refreshed. Where a decision depends on a current document, workflow or communication, review that item through its authorized source.
Support and completion status¶
When a case is missing, first check the workspace, search and filters. Ask the case owner or workspace administrator to verify access if needed. Share the case reference and the time of the problem through an approved support channel; avoid copying confidential case contents into unrestricted tickets.
No prices or case-specific usage allowances are established by these read contracts. Consult your workspace's current entitlements and commercial arrangements rather than inferring a plan benefit from the presence of a preview screen.
The initial user/business review is assigned to the platform owner. Audience acceptance, complete case coverage, current deployment evidence and the final documentation review remain open.