Case Management System. @case-management

Complaints, disputes, claims, investigations, safeguarding referrals — case-shaped work punishes teams that run it on shared inboxes: no consistent intake, no ownership, no defensible record of what was done. The Case Management System sprint builds a proper system for one defined case type: structured intake, rule-based assignment, a workflow with real stages, and a case file holding every note, document, and decision.

The finish state is every case owned and visible: intake captures what handlers need on day one, SLAs and aging are tracked rather than remembered, and closed cases carry a complete, defensible history — the record that matters when a regulator, court, or auditor asks.

Structured Intake

Case creation from web forms, email, or internal referral, with the fields, categorization, and severity assessment your case type needs — so triage starts with complete information.

Assignment & Case Workflow

Rule-based routing to handlers by category, load, or specialization, and a stage model — open, investigating, pending, resolved — with the transitions and permissions your process requires.

Notes, Evidence & History

Chronological case notes, document and evidence attachment, contact logs, and linkage between related cases — one file per case, complete by construction.

Status, SLAs & Reporting

Caseload, aging, SLA compliance, and outcome reporting per handler and category — the management view and the audit export.

1. Scope — Map the case lifecycle, roles, and regulatory requirements; fix the stage model, SLAs, and intake channels.
2. Build — Build intake, workflow, and case files; migrate open cases and pilot with a subset of handlers.
3. Handover — Full team cutover, admin training for categories and rules, and process documentation.

The Case Management System is a menu item on the Scrums.com delivery catalog, available at every plan tier. Add it to your plan backlog and your delivery team schedules it like any other item — scoped, tracked, and reported through the SEOP. See Delivery Plan Tiers.

How is this different from a help desk?

Help desks optimize for fast, high-volume ticket resolution. Case management is for lower-volume, higher-stakes work — investigations with stages, evidence, and outcomes that must stand up to scrutiny. If your work is ticket-shaped, a support tool is the right answer and scoping will say so.

Can one system handle several case types?

The sprint delivers one case type properly; the model is built so further types are added as configuration plus smaller follow-ons. Starting with one keeps the finish state verifiable.

What about approvals inside a case?

Stage transitions with sign-off are in scope. Heavyweight cross-department approval chains are the Workflow Approval System, which integrates as a companion item.