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- Public Grievance System
- Data model
The tables behind Public Grievance System
Public Grievance System ships with 10 tables, grouped here by the feature that uses them. Every record your team works with lives in one of them, and you can add fields and tables in Proto.
- Tables
- 10
- Features
- 7, plus shared settings
- Change it
- Add fields and tables in Proto
How the model is organised
Organization
Organizations owns service context; Customers and team members belong to it, while Users supplies authenticated identities.
Operations
Tickets carries the complaint, owner and due date. Ticket events records the chronological work; grievance cases carries formal filings under a ticket.
Review and evidence
Review decisions holds supervisor decisions, record attachments stores files, and operation receipts records guarded action results.
Every table, by feature
- Tickets
Intake and lifecycle record for each grievance ticket, with SLA dates, priority and revision guard.
Linked to Organizations, Team members, Customers - Customers
Complainants and affected parties who file grievances, with service address and eligibility note.
Linked to Organizations - Organizations
Public bodies operating the grievance service, with their local time zone and reporting currency.
- Ticket events
Chronological events appended to a ticket: responses, notes, pauses, escalations and resolutions.
Linked to Tickets
- Tickets
Intake and lifecycle record for each grievance ticket, with SLA dates, priority and revision guard.
Linked to Organizations, Team members, Customers - Team members
Staff handling and reviewing grievances, resolved to an authenticated platform identity.
Linked to Organizations, Users - Organizations
Public bodies operating the grievance service, with their local time zone and reporting currency.
- Customers
Complainants and affected parties who file grievances, with service address and eligibility note.
Linked to Organizations
- Tickets
Intake and lifecycle record for each grievance ticket, with SLA dates, priority and revision guard.
Linked to Organizations, Team members, Customers - Ticket events
Chronological events appended to a ticket: responses, notes, pauses, escalations and resolutions.
Linked to Tickets - Customers
Complainants and affected parties who file grievances, with service address and eligibility note.
Linked to Organizations
- Grievance cases
Domain grievance case raised against a ticket, carrying jurisdiction, filing date, priority and appeal reference.
Linked to Tickets, Organizations - Tickets
Intake and lifecycle record for each grievance ticket, with SLA dates, priority and revision guard.
Linked to Organizations, Team members, Customers - Record attachments
Uploaded evidence files linked to a ticket, with uploader, upload time and visibility scope.
Linked to Tickets, Team members - Organizations
Public bodies operating the grievance service, with their local time zone and reporting currency.
- Review decisions
Independent supervisor decisions on a frozen source revision, keyed for idempotent command replay.
Linked to Tickets, Team members - Grievance cases
Domain grievance case raised against a ticket, carrying jurisdiction, filing date, priority and appeal reference.
Linked to Tickets, Organizations - Tickets
Intake and lifecycle record for each grievance ticket, with SLA dates, priority and revision guard.
Linked to Organizations, Team members, Customers - Team members
Staff handling and reviewing grievances, resolved to an authenticated platform identity.
Linked to Organizations, Users
- Record attachments
Uploaded evidence files linked to a ticket, with uploader, upload time and visibility scope.
Linked to Tickets, Team members - Ticket events
Chronological events appended to a ticket: responses, notes, pauses, escalations and resolutions.
Linked to Tickets - Tickets
Intake and lifecycle record for each grievance ticket, with SLA dates, priority and revision guard.
Linked to Organizations, Team members, Customers - Team members
Staff handling and reviewing grievances, resolved to an authenticated platform identity.
Linked to Organizations, Users
- Operation receipts
Durable evidence of every guarded action, with stable operation key, result state and actual effect references.
Linked to Tickets - Tickets
Intake and lifecycle record for each grievance ticket, with SLA dates, priority and revision guard.
Linked to Organizations, Team members, Customers - Ticket events
Chronological events appended to a ticket: responses, notes, pauses, escalations and resolutions.
Linked to Tickets - Review decisions
Independent supervisor decisions on a frozen source revision, keyed for idempotent command replay.
Linked to Tickets, Team members - Grievance cases
Domain grievance case raised against a ticket, carrying jurisdiction, filing date, priority and appeal reference.
Linked to Tickets, Organizations - Record attachments
Uploaded evidence files linked to a ticket, with uploader, upload time and visibility scope.
Linked to Tickets, Team members
Keys and references
A ticket links to one customer, one organization and one owner. Case, event, attachment, receipt and decision records link to their parent ticket. The review decision also names a team members reviewer. Record number identifies the ticket for people; Revision and source revision identify which change a decision considered. Operation key identifies an action across retries. Keep these links intact during import and correction.
Migration order
- Import Organizations and Users, then team members with their organization and user links.
- Import Customers with the correct organization and eligibility notes.
- Import Tickets with their customer and owner references.
- Import ticket events, record attachments and grievance cases under the correct parent.
- Import review decisions and operation receipts only with their original revision, key and evidence links.
Set up Public Grievance System your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.