Find cases and understand workload¶

Use Cases to find a matter, review who is responsible and decide which case needs attention. Use Board and Analytics for a broader view of the cases you can access.

Availability: The steps below describe the intended Final Screens journey. The inspected frontend remains a preview with sample cases, static fields and incomplete navigation; it does not yet establish a connected case register or live report. The backend supports the reads and rules described here. Ask your workspace administrator which connected features are available in your environment.

Before you start¶

Open the correct workspace and confirm that you have permission to view cases. For a Restricted or Secret case, you must also be its owner or an active participant. Protected HR matters require additional HR authority. A missing case may be outside your access even if someone else can see it.

Have the case reference ready when possible. A title may resemble another case's title, while the reference helps identify the intended matter. Do not create a duplicate merely because your current search returns no results.

Find a case in the register¶

1. Open Cases from the WorkOS navigation. Select the Cases tab if another case view is open.
2. Review the register. Each row identifies a case and its responsibility, stage, due date or health information.
3. Enter a reference, title or description in the search field. Choose a status if you want to narrow the results, then select Search.
4. Read the matching row's reference and title before selecting Open. In the intended journey this opens that case's detail, where its current facts and available actions can be reviewed.
5. Use Previous and Next when the result has additional pages. Recheck the selected filters if the case is not on the current page.

Search also checks a recorded closure outcome. It currently does not search participant names, owner names, note text or the contents of linked work. The frontend preview contains broader search wording that still needs reconciliation; do not rely on that wording as proof of supported search.

Results are ordered by most recently updated case, then creation time. This is not a nearest-deadline queue. Review the actual due information when deciding what to prioritize. Counts describe the matching cases that your access allows, not hidden cases elsewhere in the workspace.

Expected result: You find the intended reference and can open its detail when authorized. The selected-case navigation still needs to be connected in the inspected frontend; its preview links do not prove this end-to-end result.

Recover when there are no results¶

The intended no-results screen says No cases found and suggests changing the search or filters. Try the reference again, check spelling, remove unnecessary search text and broaden the status selection. If additional filters are available in your connected version, check the case family, type, responsible office, overdue selection and closed-case setting as well.

Clearing filters cannot grant access to a restricted case. A zero result does not prove that the matter has never been recorded. Confirm with the case owner through an authorized channel before using New case, then follow Create a case for the intended form and submission recovery.

If a case that was previously visible disappears, ask an administrator to check the workspace, your permissions and your active participation. If the view fails to load, retry the read after checking connectivity. An error is not an empty register; do not treat it as evidence that cases were deleted.

Read the board¶

1. Within Cases, select Board.
2. Review the case family, case type, status and office filters shown above the board. Apply a consistent scope for the workload you want to discuss.
3. If you need closed work, use Include closed and a status selection that permits closed cases. An explicit Open filter still excludes Closed cases.
4. Compare the populated stage columns. Review each card's case reference, title, due information and responsibility context.
5. Use the register to open the identified case when you need to investigate its details.

The board groups visible cases by their current stage. It does not promise a fixed set or business order of columns, and a stage with no matching cases may be absent. Cases within a column appear with the most recently updated first. Reading the board does not change a case's stage; this guide does not describe dragging cards as an implemented action.

The inspected Figma board illustrates closed cards alongside an Open filter. That example requires correction. In connected use, rely on the selected filters and returned results rather than expecting that illustrated combination.

Linked work and workflow labels provide context from the case's saved links. Open the owning system when you need to verify the latest result. A linked item can have separate access requirements.

Read analytics¶

1. Select Analytics within Cases.
2. Check the family, case type, status and office filters. Include closed cases if the question requires completed work.
3. Review the total, open, closed and overdue counts together. A filter can deliberately exclude one of those groups.
4. Read average age and oldest-open-case age using the definitions below.
5. Review cases by current stage, recorded closure outcomes and linked workflow states. Return to the register to investigate particular cases before deciding on follow-up.

The backend reports zero average and oldest-open age for an empty set. Zero does not prove rapid resolution: it may mean that no cases match. A percentage displayed by a connected interface also needs a clear denominator; for example, overdue as a share of open cases differs from overdue as a share of all cases.

The current report is a snapshot. It does not provide a reporting-period selector, time-series case volumes, service-target success rate, average resolution time or an explanation of why performance changed. Those items appear in the sample frontend but are not established by the inspected analytics contract.

Make a useful workload comparison¶

Record the scope and time when discussing figures: workspace, filters, inclusion of closed cases and the access of the person viewing the report. Use the same scope for the comparison. Changes in permissions, participation or filters can change totals without any case being created or closed.

Treat a high age or overdue count as a reason to examine the work, not a conclusion about an employee's performance. A case may depend on evidence, a decision or another process. The register helps locate the case; Read and update a case explains detail, people, notes and decisions. Tasks, workflows, linked work and closure explains follow-up actions, closing rules and recovery.

When information looks incomplete¶

For the rules behind a case, see Configure case types. It explains defaults, protected HR definitions and why a rule change can affect existing work. For role setup, see Membership and permissions. For related content, see Records, Correspondence and the Case management overview.