Case control, ownership, status and progress

Service Journeys

Use the case-control panel

Update linked client/contact, assignment, priority, due date, details and internal notes.

Link a CRM customer

Choose a customer or Not linked.

Link a CRM contact

Choose a contact or Not linked; ensure it belongs to the intended customer.

Assign staff

Choose an active staff member or Unassigned.

Change priority

Choose Normal, High or Urgent.

Change due date

Set or clear the due date.

Update client-relevant details

Maintain the service description.

Update internal notes

Store staff-only operational notes.

Save case-control changes

Submit all case-control fields as one update.

Open Status Control

Choose status, progress 0–100 and an optional client timeline update.

Set manual progress

Enter a number from 0 to 100.

Add a client timeline update with status

A status note is written to the journey timeline.

Use status: Received

Select Received; its code-backed default progress is 5%.

Use status: Under Review

Select Under Review; its code-backed default progress is 20%.

Use status: Information Required

Select Information Required; its code-backed default progress is 35%.

Use status: In Progress

Select In Progress; its code-backed default progress is 60%.

Use status: Awaiting External

Select Awaiting External; its code-backed default progress is 75%.

Use status: Completed Successfully

Select Completed Successfully; its code-backed default progress is 100%.