Service cases

A reported gas service incident starts with the actual affected units, an organization and a service area. The utility coordinator checks the source identity and current revision before triage. Assignment gives one team member responsibility for the case; the board lets operations see cases still waiting for review or restoration.

The case carries a record number, subject, reported time, affected units, current status and revision. It also links an organization, service area and team member owner. An asset reference and external incident identity can connect the case to its source. The utility coordinator uses those details to triage the actual reported scope and decide who will follow the incident.

A report for an active area can begin with a source event and an external incident identity. The coordinator checks the organization and expected revision before moving it through triage. If another request arrives with the same operation key, the earlier receipt should be found. A changed revision calls for a fresh look at the case.

• Source. Identify the organization and service case before entering the next fact.
• Responsibility. Keep the owner and reviewer visible at each handoff.
• Result. Use the case status or receipt result to show what has actually happened.

Record the reporting source and external incident identity when they exist. Agree how affected units are measured, who may triage for each organization and how a service area is chosen. A revision change should send the coordinator back to the current case before another decision is made.

Agree how reported affected units are measured and which incident source is authoritative. Choose who may triage within each organization and how an owner and area are selected. Rehearse a report with a valid source and another with a conflicting organization. The Admin should check that the owner has active membership before the case moves forward.

Take a reported case with an assigned owner and compare the reported scope to the area eligibility note. Move it through triage and assignment, then ask another person to review the linked evidence. Confirm the restored scope only against actual source confirmation. Finally inspect the operation receipt and close the case after the result is understood.

Take a Reported case with an active area, current owner and actual affected units. The Utility Coordinator checks source identity, organization and revision before triage. Ask the Evidence Clerk to link an event and the Independent Reviewer to decide on its current revision. After provider confirmation, record restoration time and inspect the receipt. Close the case only after the result is understood.

• Open Service Cases — Prioritize reported, triaged, assigned and review cases by owner.
• My Service Cases — See the cases owned by the current team member.

Follow case response and evidence review. Use reconciliation when an outcome remains unresolved.