docs(config_guide): add case management and GRM guides#133
docs(config_guide): add case management and GRM guides#133emjay0921 wants to merge 1 commit intov2-in-progress-3from
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This pull request introduces comprehensive documentation for Case Management and Grievance Redress Mechanism (GRM) configurations, covering mental models, key concepts, and setup guides for both modules. Feedback was provided regarding the SLA rules documentation, specifically pointing out an inconsistency where the described 'Escalation chain' pattern implies multiple escalation points and notification actions that are not supported by the single-field configuration schema defined earlier in the document.
| ### Pattern 3: Escalation chain | ||
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| Progressive escalation as deadlines approach: | ||
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| | Escalation Point | After | Action | | ||
| |-----------------|-------|--------| | ||
| | First warning | 50% of response time | Notify assigned agent | | ||
| | Escalation | 100% of response time | Escalate to team supervisor | | ||
| | Critical escalation | 150% of response time | Escalate to program manager | |
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The 'Escalation chain' pattern described here appears to be inconsistent with the configuration fields defined earlier in the document (lines 23-35). The configuration table only lists single fields for Escalate After, Escalate To User, and Escalate To Team, which suggests that only one escalation point can be configured per rule. Additionally, the 'Action' column mentions 'Notify assigned agent', but there is no notification action or email template field mentioned in the SLA rule configuration. Finally, '50% of response time' is not a valid input for the Escalate After field, which expects a numeric value in hours. Please clarify if this pattern requires multiple rules or if the system supports multiple escalation lines per rule.
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Why is this change needed?
Adds configuration guides for case management and grievance redress mechanism (GRM).
How was the change implemented?
config_guide/case_management/(index.md, overview.md, stages.md, teams.md) — domains, stages, teams, risk factorsconfig_guide/grievance_redress/(index.md, overview.md, sla_rules.md, teams_tags.md) — categories, SLA, teams, tagsRelated links
https://projects.acn.fr/projects/acn-eng/work_packages/826