Caseboard intake workflow

Intake path

Caseboard starts with a narrow intake form and immediately pushes submissions into a triage queue instead of trying to resolve everything at submission time.

That keeps the front door simple while giving operators room to classify, assign, and escalate work with better context.

Queue ownership

• New items land in triage first.
• Once ownership is clear, the item moves to an active queue with a named operator.
• Anything blocked on external input is moved into a waiting state instead of staying mixed into active work.

Admin rules

The admin flow is structured to make state changes explicit. Ownership changes, escalations, and final resolution all happen through separate actions so the audit trail stays readable.

This is especially important when more than one person touches the same case in a short window.

Resolution checklist

Before a case is marked complete, make sure the final notes are written, the customer-visible state is correct, and any follow-up task is pushed into the right downstream queue.

That final check is what keeps the board from looking clean while unresolved work is still leaking into operations.