Manage support cases and escalation

What the catalogue records

M15 (open PR): a Support Case recorded against an entitlement over an explicit five-state transition table, with append-only Case Activity, a first response stamped exactly once, and manually recorded Escalation evidence. Entitlement is enforced server-side — an uncovered category, an uncovered priority, an out-of-date coverage or a full open-case limit is refused, and exceeding a limit bills nothing. Not a contact centre: no customer is authenticated, no email, chat, WhatsApp or telephony channel exists, nothing is routed, assigned or escalated automatically, and no attachment is stored

Evidence

This row carries no test path of its own in the structured index. The matrix records the evidence for it in a block shared with neighbouring rows, which jobs.json does not split per row — so read docs/benchmarks/CRM_JTBD_MATRIX.md for it. The status above was set from that evidence, not from its absence.

What this status does not mean

A status here describes this repository at this commit, nothing more. It is not a statement about what a CRM should do, and it is not a roadmap commitment. The whole framework is local-development-only: there is no authentication, tenancy or RBAC, so no status on this page implies you can deploy it. The boundaries are listed in full on the claims ledger.

Other jobs in Delivery & Service

• Hand over a won Deal to delivery — validated end to end
• Create a Commessa / Delivery Project from an Order — partially supported
• Involve a third-party delivery partner (engagement, role, scope) — partially supported
• Restrict partner access to assigned work only — not supported
• Manage milestones and deliverables — partially supported
• Track hours and costs on delivery — validated end to end
• Calculate delivery margin (forecast vs actual) — partially supported
• Manage a Change Request with impact and approval — validated end to end

All 12 jobs in Delivery & Service · the whole catalogue