Case Intake and Triaging Workflow

Start des Workflows/Prozesses.

Retrieve the initial data entry from the Case Intake data model submitted via the intake form.

Lookup existing client information in the Client Data Model using the identifier from the intake form.

Apply a formula based on case urgency, impact, and client tier to determine the initial priority level.

Update the retrieved case entry status to reflect that the triage process has officially begun.

Aggregate the count of all 'In Progress' cases assigned to the triage team to check for capacity.

Create a task for the available Triage Specialist to review the case details and verify information.

Retrieve the standard operating procedure (SOP) or checklist instructions from the Triage Protocol model.

Create a new entry in the Investigation Data Model to track the deep-dive findings during triage.

Calculate the required response deadline based on the Priority Score and current timestamp.

Update the Case entry with the newly calculated deadline date.

Create a task for the relevant Department Head if the case is flagged as 'High Priority'.

Send an automated email to the client confirming that their case has been received and is being reviewed.

Send an SMS alert to the On-Call Manager if the Case Priority Score exceeds a critical threshold.

Update the Case entry with the final triage decision (e.g., Approved, Rejected, or Escalated).

Create a daily report summarizing all cases triaged, average processing time, and volume trends.

Ende des Arbeitsablaufs/Prozesses.