Raise a case

Tap Menu > Cases > Report a Case. If the control is missing, ask your administrator to check the feature and your role access.

Select the type that fits the issue — Complaint, in this example. If your role can read cases, What this creates shows the workflow, default severity and escalation plan it comes with. The plan says who gets notified, which is not the same as a named person picking it up.

Enter a clear title, then the detail. Say what was reported, when, and by whom if you know. Keep reported information separate from what you saw yourself, and include only what is relevant.

Select the client, and the facility where it is relevant, then check the identifying details. Later form reports about the same client and type can merge onto the open case within the type's merge window — 24 hours unless your organisation set another — but not every report will.

Review the report and tap Create case. The new case opens with a reference, an active step and who holds it — a person, a pool, or Unclaimed — read those, then find it back in the queue. If creation fails, check whether a case was created before trying again.