Work the queue of concerns — Help

Find what needs you first: overdue follow-ups, then the oldest or the most serious.

Every organisation can choose its own words for the people and roles it works with. When you are signed in, this guide uses your organisation’s words. Otherwise it uses the product’s own.

For DSLs. An administrator can open it too.

Steps

Open DSL hub in the left menu. The page is called Your open queue.
Read the four numbers at the top: Open concerns, Overdue follow-ups, Unassigned and Level-3/4 this month.
Start with Overdue follow-ups. Press a name in that list to open the concern.
Then work down the open queue. Choose the order in Sort by, for example Age (oldest raised) or Severity (level), and press Apply.
Press the reference code or name at the start of a row to open a concern. Read it before you do anything.
Under Actions, press Add a note for what has happened and Log an action for a call or a visit. Press External report when you tell an outside agency.
Press Add a follow-up to say who does what next, and by when.
When nothing is left to do, press Close concern, write why, and press Confirm close.

If it goes wrong

If the page says it is not available to you, you do not hold the role it needs. Ask an administrator.
If you see Reload the record, somebody else changed the concern while you were typing. Nothing was overwritten, and your words are still in the box. Reload, then save again.
If the queue says No open concerns visible. Queue is clear. there is nothing in it for you.