Requires case/command access plus permissions for any linked domain action. Assignment, notes, resolution and financial compensation are separately enforced.
Steps
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Open Governed Cases. Search the queue first to avoid duplicating an existing incident, or choose Create case and enter its type, title, department, priority and description of the needed outcome.
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Select the case and inspect the timeline, evidence, owner and SLA/risk. Use Note for context and @mentions, and Assign or People → Add for an owner, watcher or handoff with a clear handoff note. Review the priority: Lock current priority keeps a manual priority, while Unlock linked-work priority allows linked risk to raise it.
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Use Evidence to add its type, reference and details. Under Linked Work, create the relevant task, maintenance issue or housekeeping job, or choose Attach for work that already exists and specify its relationship.
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Open linked work in its owning workflow to perform the actual operation. Linking/unlinking a record does not complete it; service execution remains in Hotel Services.
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If a governed command is required, choose Command/Create, select type and risk, provide required inputs, expected impact and evidence, then follow the command approval/execution flow.
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After verifying the outcome, choose Resolve case, record Resolution, Outcome, Root cause, Preventive action and Summary. Confirm the updated case state and resolution history; choose unresolved when the outcome has not been achieved.