Understand case responses, quality reviews and escalation evidence¶

Casework can record that a response was completed, that someone reviewed its quality, or that an escalation was resolved. These records explain work and its supporting evidence. They are separate from ordinary case notes, workflow decisions and the formal HR-query response process.

Availability: The backend provides these three recording operations. Their connected forms and history views still need verification. Use this guide to understand the available records, their meaning and their limits. Current frontend case previews do not establish that these operations are connected.

Choose the right kind of record¶

Use ordinary decisions for a case decision, tasks and workflows for executable work, and HR review for a formal query outcome. A similarly named action does not have interchangeable consequences.

Who may record this evidence¶

The case must be open. The person recording the operation needs permission to manage cases and a saved assignment on that case: case ownership, active participation or assignment to a case task. The current assignment check also recognizes a task assignment after that task is completed. A staff-party entry alone does not qualify.

Protected HR cases additionally require HR-management permission. Permission to record evidence does not establish permission to read every confidential case, linked file or source message. Case-reading and supporting-system access remain separate checks.

For escalation completion, the escalation owner must also have a saved case assignment. The person completing it must be different from that owner. These checks concern actual identities and assignments, not job titles such as manager or executive.

What a completed response contains¶

A response record identifies the case, the response being recorded, an outcome, the work it concerns and its proof reference. The supported outcomes are Response accepted, Response recorded and Response rejected. The system records the acting contributor and the time of recording.

This is a record of a response outcome. It does not contain the free-text explanation used by My HR queries, and it does not send the original response to another person. The work reference and proof reference should identify the actual supporting work and evidence through the approved integration.

The current limits are 256 characters for the work reference and 512 for the proof reference. A nonempty proof reference is not proof that its target exists, can be opened, or supports the claimed outcome. Keep the underlying evidence available to authorized reviewers.

Where a response is used to verify a work-related message or email, an independent contributor must be identifiable. The current rule requires exactly one other contributor after excluding the verifier. Having no other contributor, or several possible contributors, prevents that verification. This is an assignment-based rule; the case operation alone does not establish that the selected person authored the referenced communication. Supporting communication ownership and access still require verification.

What a quality review contains¶

A quality review records these separate facts:

• Decision: Accepted, Approved, Preventive, Recorded or Rejected.
• Quality assessment: Accepted, Rejected or Verified high.
• Rework needed: whether further correction is required.
• Findings: at least one nonblank finding, without duplicates that differ only in capitalization.
• Proof reference: the supporting evidence, up to 512 characters.

The system records the reviewer and review time. All findings are retained in the case record, while the current contribution summary carries only the first finding. Reports using that summary are not a complete explanation of the review.

The decision, quality assessment and rework flag are separate values. Their presence does not prove that every combination is sensible or that an independent reviewer was required. The current operation permits an otherwise authorized case contributor to review; it has no general rule excluding the case owner from quality review.

If rework is needed, arrange the actual corrective task through the appropriate case task or workflow. Recording the flag does not assign, schedule or complete that work.

What escalation completion contains¶

The completion record supplies an escalation reference, its category and outcome, the reason for resolution, proof, its assigned owner and the time it was opened. Current categories cover executive, governance and work-linked communication escalation. Outcomes cover resolved, confirmed and rejected.

The reason for resolution supports up to 256 characters; the proof reference supports up to 512. The opening time must be supplied with the intended timezone, and completion must occur strictly after it. The system uses the current time for completion.

This operation adds a completed escalation record using the supplied opening information. It does not itself establish a previously saved open-escalation history. A title saying “complete escalation” should not be read as proof that the system tracked the entire earlier process.

Completion leaves the overall case open. It does not change its stage, create a follow-up case or close all related work. The separate case-closing process still applies.

Understand timing and reporting limits¶

An optional service-level target can accompany a response record. The recording time is the time the operation runs; the caller does not supply an earlier completion time. A report based on it therefore measures recording time against the supplied target, not necessarily when an offline response actually occurred.

There is also a current timing inconsistency: the web request rejects a target still in the future, although the contribution calculation supports completion on or before a target. Under normal forward-moving time, recording an already-past target will produce a missed-target result. This needs reconciliation before these figures can reliably describe early or on-time responses through the web path. Do not change the real target merely to obtain a desired result.

Recorded responses, quality reviews and completed escalations can publish contribution evidence for downstream reporting. Saving a record does not prove that a report, score or recognition has already updated. A missed-target result also does not establish the cause of delay or who controlled it.

History, corrections and uncertain results¶

These operations add records and reject reuse of a record identity within the same case. They do not expose an ordinary edit or delete action for the recorded evidence. A new record is not automatically a correction or replacement for an earlier one.

The current case-detail response does not include these ordinary response, quality or escalation histories. Do not assume that reopening the case or checking the HR response tab will show them. Connected history and saved-result verification remain implementation work.

Managers and executives should review the underlying evidence, recording-time limitations and unresolved work alongside the outcome labels. These records support an explanation; a label or count alone is not a complete assessment of work quality.