Accounts and steps

​

Getting accounts onto the case

In intake the bar at the top reads add every account, choose the outcome for each, then start the case. Two ways in:

• Import inventory (n) copies the requester’s open accounts from their Account Audit. Each is matched to a knowledge-base provider by domain; the toast says how many matched. Unmatched accounts become Other service entries with the close outcome.
• Add account opens a dialog: pick a Service from the knowledge base (or Other service with a name, domain and category), an Outcome, the account identifier the family knows it by, and notes.

Accounts added after the case has started get their steps loaded straight away.

​

Outcomes

While an account has no steps its outcome is a drop-down of what the provider supports. An outcome marked (no playbook) has no published steps yet: the account can still be on the case, and an operator adds steps by hand. Once steps exist the outcome is fixed.

​

Steps

Each account panel lists its steps in order. A step shows its number, title, action type (manual, email, webhook, API, wait or document), whether the family owns it, what it waits for, and its status. Click the title to expand the operator instructions, a link to open, a checklist and who completed it. Add a step at the bottom of a panel adds an ad-hoc step: manual, wait, document from family, or email, with the option to run after the current open steps or be ready now. Skip this account marks its open steps skipped with a reason the family sees as not needed; Remove takes an account with no steps off the case.