Support Cases

Tracks internal governance and operational support cases (mfi.support.case) - escalations, queries and issues that need owned, time-bound resolution. Each case records the requester, category, priority and resolution path. It gives management oversight of issues that fall outside routine processing and a record of how they were handled.

Workflow

Open Support Cases under Governance.
Log a case with its category, priority and description.
Assign an owner and target resolution date.
Track progress and correspondence on the case.
Close it with a documented resolution.

Fields reference

Every field on this screen, drawn from the live data model.

Field	Type	Required	Description
SLA hours `sla_hours`	Number	—	By priority defaults.
Subject `subject`	Text	Yes	Subject
Channel `channel`	Choice: Inbound call, Email, Walk-in, Live chat, iBANK form	Yes	Channel
Priority `priority`	Choice: Low, Normal, High, Critical	Yes	Priority
State `state`	Choice: New, In Progress, Resolved, Closed	Yes	State
Has Message `has_message`	Yes/No	—	Has Message
Reference `reference`	Text	—	Reference
Member `member_id`	Link → mfi.member	—	Member
Description `description`	Long text	—	Description
Resolution `resolution`	Long text	—	Resolution
Agent `agent_id`	Link → res.users	—	Agent
Opened At `opened_at`	Date & time	—	Opened At
Resolved At `resolved_at`	Date & time	—	Resolved At
Sla Due At `sla_due_at`	Date & time	—	Sla Due At
Breached Sla `breached_sla`	Yes/No	—	Breached Sla
Company `company_id`	Link → res.company	—	Company

Actions & buttons

Buttons available on this screen and what they do:

Take
Resolve
Close

Status lifecycle

Records on this screen move through these statuses:

New → In Progress → Resolved → Closed

Notes & rules

Captures escalations and operational issues centrally.
Priority and owner drive accountable resolution.
Provides an audit trail of how issues were handled.
Surfaces recurring problems for management attention.

Technical model: mfi.support.case · Record: MFI Support Case