CASE INTAKE AND TRIAGING WORKFLOW

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[ ] Fetch New Case Submission: Retrieve the initial data entry from the Case Intake data model submitted via the intake form.
[ ] Retrieve Client Profile: Lookup existing client information in the Client Data Model using the identifier from the intake form.
[ ] Calculate Priority Score: Apply a formula based on case urgency, impact, and client tier to determine the initial priority level.
[ ] Update Case Status to 'Triaging': Update the retrieved case entry status to reflect that the triage process has officially begun.
[ ] Calculate Active Case Load: Aggregate the count of all 'In Progress' cases assigned to the triage team to check for capacity.
[ ] Assign Triage Specialist: Create a task for the available Triage Specialist to review the case details and verify information.
[ ] Get Specialist Instructions: Retrieve the standard operating procedure (SOP) or checklist instructions from the Triage Protocol model.
[ ] Create Investigation Record: Create a new entry in the Investigation Data Model to track the deep-dive findings during triage.
[ ] Determine SLA Deadline: Calculate the required response deadline based on the Priority Score and current timestamp.
[ ] Update Case SLA: Update the Case entry with the newly calculated deadline date.
[ ] Create Routing Task: Create a task for the relevant Department Head if the case is flagged as 'High Priority'.
[ ] Notify Client of Receipt: Send an automated email to the client confirming that their case has been received and is being reviewed.
[ ] Urgent Alert SMS: Send an SMS alert to the On-Call Manager if the Case Priority Score exceeds a critical threshold.
[ ] Finalize Triage Decision: Update the Case entry with the final triage decision (e.g., Approved, Rejected, or Escalated).
[ ] Generate Daily Triage Summary: Create a daily report summarizing all cases triaged, average processing time, and volume trends.

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