A case brings together one submitted request, its answers, files, tasks, and processing history. Use the case to understand what has happened and what work is available next.
Find the request (link to section)
Open Cases under Work. Use the available filters to narrow the list by service, status, assignment, or date, then open the case you need.
Check the case reference and applicant information before taking an action. Two requests from the same person may be different cases.
Read the case before acting (link to section)
Review the submitted answers, supporting files, current status, assigned work, and history. The actions you can take depend on the case’s current workflow step and your permissions.
A case follows the published service version it started with. Later changes to a service draft do not rewrite the route for that case.
Complete tasks and decisions (link to section)
Open the active work, review the information needed, and complete the permitted action. For a decision, select the intended outcome and record a reason where required.
An action can move the case forward, generate a document, or trigger a notification according to its route. Check the result in the case history.
Use internal notes carefully (link to section)
Internal notes are for staff context and are not applicant-visible communications. Use the appropriate applicant communication action when the person needs an update.
Write notes that help the next staff member understand the request. Avoid including unrelated personal information.
Understand payment permissions (link to section)
Recording a payment received is separate from waiving or refunding a fee. Default Administrators and Supervisors have the waiver and refund permissions; routine case access does not grant those actions by itself.
If a request needs a refund or fee decision outside your role, refer it to someone with the required access.
Handle mistaken or unwanted submissions (link to section)
Staff with the relevant permission can move a case to the trash. It leaves the active queue and its applicant link becomes unavailable until it is restored.
Trashed cases are scheduled for permanent deletion after 30 days. A case with a payment must have that payment refunded before it can be trashed. Follow your municipality’s records procedures before using these actions.