Evidence and review

When a submitted case has an attachment to verify before review, start by agreeing the document reference, verification and source revision. The case revision and document source must be clear to the person making the decision. The operator prepares the supporting record; the reviewer records an independent decision against that exact version.

The operator links the evidence document to the conversation, and the verifier records its verification state. The reviewer sees the case revision and the evidence reference before deciding. A later decision can be checked against the attached document and the case revision it used.

• Verify. Link the document to the source case and record its verifier.
• Decide. Have a different reviewer approve, return or reject the exact source revision.
• Retain. Keep the decision and evidence reference when the case is revised.

The reviewer records Approved, Returned or Rejected against the exact source revision. A reason explains a return or rejection. The preparer cannot approve their own work. The handoff is a change in responsibility, not simply a new label. Agree who can prepare, verify and decide before inviting users into the operating team.

Agree which documents support a submitted case and who verifies each attachment. The operator can prepare the evidence record, while the reviewer makes the separate case decision. Require a source reference, verifier and visible verification state so the reviewer can tell what was checked. A return or rejection needs a reason the operator can act on.

Use a case with one verified document and one still marked No. The reviewer should identify the unresolved item before deciding. After the operator resolves it, compare the new case revision with the revision on the earlier review decision. The decision trail should show who decided, when, and which evidence reference informed that decision.

Take a submitted case with an attached document awaiting verification. Enter the source details and inspect the case in the workspace. Follow the related evidence into review, then compare the approved revision with the operation that carries it forward. When a case changes after review, the previous decision remains tied to its earlier revision. The new version returns to review before a new delivery operation. A colleague should be able to explain the final state from the stored case, decision, history and receipt without asking the original operator.

Rehearse an attempted self-approval and a decision against a stale source revision. Neither should advance the case. Give the independent reviewer the corrected revision, then record a reason if it is Returned. The operator should be able to see the reason without changing the prior decision.

• Pending review decisions — Decisions awaiting the reviewer, identified by case and source revision.
• Unverified evidence — Documents marked No for verification, with the case and verifier visible.

Follow this case through its process. Review roles before widening access.