Understanding case types and statuses

Every case on your platform moves through a defined set of statuses, from submission to archiving. Each status reflects the case's current stage and determines what actions are available.

This workflow may vary slightly depending on how the case was submitted (case type).

Case types: a quick overview

A case can be submitted on your platform in three ways:

Direct report: submitted directly by a reporting party through the platform.
Internal report (optional): created by a case manager (through their pro access) to log a report received outside the platform (e.g. by email or in person).
IVR report (optional): submitted by a reporting party via a dedicated phone hotline.

How to identify the case type

The case type is displayed as a label, visible to case managers in two places:

On the case list, as a tag on each case card
In the "Case details" tab, in the qualification section

The labels used are:

Online platform: the case was submitted by a reporting party via the platform.
Internal case: the case was created manually by a case manager from the "Pro Access".
IVR: the case came in via a dedicated phone hotline.

This label helps case managers quickly identify where a case came from and adjust their handling accordingly.

Understanding case statuses

How it works

Every case moves through a defined sequence of statuses that reflect its progress. A status is not just informational, it defines what actions are available at each stage. All status changes are irreversible: once a case moves forward, it cannot be rolled back.

The case status is visible only to case managers with the relevant access rights. It appears:

On the case list, as a colour-coded tag on each case card
Once the case is open, as a colour-coded tag in the header bar

The full status sequence is: "Draft" (internal reports only), "Pending", "In progress", "Processed", "Closed", "Archived".

Status breakdown

"Draft" (internal reports only)

Applies to	Internal reports only
Description	The case has been created by a case manager from the Pro Access but has not yet been published. It is visible in the case list but the "case details" section remains editable (the internal report form can still be completed or adjusted).
Next status	Pending
Trigger to move to the next status	A case manager with the right permissions clicks "Publish" from the "Case details" tab. The tab then becomes read-only.

"Pending"

Applies to	All case types
Description	The case has been submitted to the platform but no action has been taken yet.
Next status	In progress
Trigger to move to the next status	A case manager with the right permissions initiates one of two actions : either generate a processing module or create a task.

"In progress"

Applies to	All case types
Description	Processing is underway. All case management features remain fully accessible and editable for case managers with the right permissions: processing module, tasks, messaging, etc.
Next status	Processed
Trigger to move to the next status	A case manager with the right permissions completes the processing module ("Case handling" tab > ""Review the processing module" > "Change the case status to processed").

"Processed"

Applies to	All case types
Description	Processing is complete. The case has been fully reviewed and the action plan defined, only minor follow-up checks or adjustments may still be needed. The processing module may be set to read-only or remain editable depending on your organisation's settings. All other case management features stay active.
Next status	Closed
Trigger to move to the next status	A case manager with the right permissions closes the case ("Case handling" tab > "Close the report").

"Closed"

Applies to	All case types
Description	Once a case is closed, the reporting party and involved parties lose access to their follow-up space. Messaging channels with the reporting party and involved parties are no longer accessible to them, and are available in read-only mode for case managers. Tasks, messaging between case managers, the "Archive folder", and anonymisation option remain active for case managers. The processing module may be set to read-only or remain editable depending on your organisation's settings.
Next status	Archived
Trigger to move to the next status	A case manager with the right permissions clicks "Archive" from the case header.

"Archived"

Applies to	All case types
Description	Once archived, the case becomes fully read-only and all case management features are disabled. Some content is automatically deleted, including messages, task comments, and any documents not saved in the "Archive folder". If the case has not yet been anonymised, this option remains available, and anonymised or redacted documents can still be added to the "Archive folder".