Approval Cases and Case history

An approval Case keeps the visible referral, participants, service-lane progress, review clocks, and activity for one approval effort together across participating organizations.

Choose a queue or Cases

Use a role queue when you need to find current actionable work. Use Cases to find both active and historical Cases visible to the selected organization and role.

The Cases list shows the Case reference, participant, overall status, lifecycle, and last activity. Organization managers see Cases involving their organization. Other staff see Cases in which they participated. Supplier access remains limited to Cases involving the authorized Supplier role. A service role does not grant access to unrelated Cases or every document in a visible Case.

Open and review a Case

1. Select the intended organization and role dashboard.
2. Open current work from its queue, or select Cases and open a Case row.
3. Confirm the role label, participant, Case reference, and overall status in the header.
4. Use Overview for the Case summary, permitted referral details, visible people and organizations, and service-lane summary.
5. Select a service-lane tab to review that lane's service, stage, status, last update, external review clocks, and role-specific content.
6. Select Audit log to review visible Case activity.
7. Use the back button to return to the role dashboard.

Understand service lanes

A Case may contain Assistive technology and Environmental & home supports lanes. Each visible lane has its own stage and status. Its external review clocks also belong to that lane and show their own due time and status.

The status in the Case header is an overall summary. A completed, pended, denied, or updated lane does not give every other lane the same state. Work-item ownership and completion are also separate from both lane status and overall Case status.

Read the Audit log

The Audit log lists newest activity first. Each visible row can identify when the activity occurred, its sequence, the activity and resulting state, the affected lane or whole Case, and the acting organization, role, and person. It is history for review, not a control for editing or repeating an action.

Recover from missing or outdated information

• If a Case is missing, clear any dashboard search, select Refresh, and confirm the organization and role. Check the current queue if you expected actionable work rather than history.
• If a status looks old, refresh or reopen the Case and compare Last activity with the newest Audit log entry.
• If a lane, participant, document, or action is absent, it may not be visible to the current role. Switch only to another role you are authorized to use.
• If membership, role eligibility, or Case participation changed, ask an organization manager to confirm current access.
• When requesting help, share the non-identifying Case reference and visible message. Do not send client details or documents through an unsecured channel.