Workflow context
What this guide helps you accomplish
Move a grievance, inquiry, incident or other UnionStack case through a consistent, connected process.
A complete case connects intake, the requestor, participant roles, assignments, progress, evidence, communication, meetings and the final result.
A good case record explains what happened, who was involved, what evidence mattered and why the outcome was reached.
Before you begin
Prepare the following before changing shared configuration or records:
- A documented case procedure with intake criteria, participant responsibilities, progress stages and closure expectations.
- A fake member, organizational entity, agreement and supporting documents suitable for an end-to-end test.
- Users representing intake, assignment, investigation and closure responsibilities.
- A fake concern with enough information to progress through every configured stage and closure.
Procedure
Complete the steps in order with fake or approved test information first. Record configuration decisions that will affect other teams.
Select the correct case type
Choose the type that matches the request and provides the appropriate fields, participant roles and progress model.
Identify the requestor and details
Record a useful summary, intake channel, source, category, impact and urgency using approved definitions.
Add participants and roles
Connect the people and users involved and assign explicit roles so responsibility is clear.
Connect organizational context
Relate entities, parent or child cases, agreements, articles and tags where they improve understanding.
Progress the work
Use configured stages, owners, notes, documents and meetings to record each material step.
Link communication
Relate relevant email conversations and attachments so evidence and decisions remain discoverable.
Record the outcome and close
Complete required progress, capture the outcome or award and confirm the record before closure.
Product view
Video demonstration
Follow the principal workflow in this captioned demonstration. The recording uses fake records in the UnionStack test environment.
Troubleshooting
Use the symptoms below to diagnose the workflow before widening access, adding duplicate configuration or bypassing an intended control.
The case looks complete but no one owns the next action
Separate participant involvement from assignment. Confirm the responsible user and progress stage, then record the next action in the maintained workflow.
The case cannot move to the expected stage
Check the selected case type, current progress state, required information and user access. Complete or correct the missing prerequisite before bypassing the designed path.
Participants are present but responsibility is unclear
Review each participant role and the assigned UnionStack users. Use roles to describe involvement and assignments to make operational ownership explicit.
Evidence is scattered across notes, files and email
Identify the authoritative source for each item, connect the conversation or document to the case, and use notes for analysis rather than duplicate copies of evidence.
Validation checklist
Do not treat the procedure as complete until an authorized second person can reproduce the intended result.
- Another representative can reconstruct what happened, what is next and why without consulting a private inbox.
- The requestor, participant roles and assigned users are unambiguous.
- Progress accurately reflects the work completed and the next required action.
- Material documents, conversations, meetings and governing articles are connected to the case.
- Closure records the approved outcome or award and leaves a usable operational history.
Version applicability
This guide was verified for UnionStack 2.0 on August 16, 2026. Available fields, types, relationships, navigation and access can vary with tenant configuration and user permissions.
Corresponding product capability
Grievance tracking software
See the feature evidence, connected workflows and buyer guidance behind this procedure.
Explore Grievance tracking software →Continue learning
Return to the UnionStack Learning Centre, or take the UnionStack product tour to see how these parts connect.