Approval work queues and ownership

Approval dashboards show work assigned to an organization service role. Opening a queue does not claim its work or stop another eligible person from acting.

Understand the states

• Open work is available for an eligible operator to claim.
• Claimed work has an owner. Authorized Case participants may still read permitted information, but only the current claimant can complete the action.
• Blocked work is waiting for a required response or other Case condition. It cannot be claimed until CareMap makes it open.
• Completed work records a finished action. A handoff may create different successor work for the next role.
• Superseded work remains in history after CareMap replaces it, including during reassignment.

The queue, whole Case, each service lane, and each work item have separate status labels. Completing one item does not mean that its lane or Case is complete.

Claim or release work

1. Select the organization and the service-role dashboard responsible for the action.
2. Open the item and review its Case and lane context.
3. Select the visible Claim action, such as Claim assessment or Claim review.
4. Complete the task from the claimed item.

If someone else should act, select Release claim. The item returns to open work for the same organization role. Releasing ownership does not erase earlier Case activity or complete the task.

Reassign work

Select Reassign, choose an operator under Assign to, then select Reassign work. CareMap offers only active operators who are eligible on that exact Case participation. The existing item stays in history as superseded, and the selected person receives a claimed successor.

If no operators are listed, confirm the person's active membership, service role, Case participation, and authority for that action.

Read review clocks

A service lane may show an External review clock with a due time, business-day count, clock status, and an Estimated or Authoritative label. An estimated date uses the displayed calendar information and is not a guarantee from an external agency.

A due time or passed deadline does not complete, cancel, release, or advance work. The clock status, work-item status, lane status, and Case status change independently through their corresponding actions.

Recover from changed work

• If CareMap reports that an action is stale or changed, refresh the Case and queue before trying again. Another person may have claimed, released, reassigned, or completed it.
• If an item disappears, check Case activity. It may have completed or moved to history as superseded.
• If work is claimed by another person, coordinate a release or reassignment instead of submitting from the old view.
• If your role or membership changed, stop acting and ask an organization manager to confirm current access.
• If no reassignment target is eligible, leave the current ownership unchanged or release it when appropriate, then correct the Case participation before retrying.