Cases

Every case you're allowed to see, filtered and sorted, refreshed on its own — Live in the table's footer, whether or not the window is in front, so a list on a spare monitor stays current.

Scopes

The Cases section of the rail picks which cases you see; the title row shows which one you're in and how many cases it holds. The search box, filters and column picker stay pinned at the top while the table scrolls. Rows load as you scroll — the line under the table says how many are loaded of how many match, and "That's all N" marks the end. When the list refreshes itself it keeps the rows you've already loaded.

The Unassigned scope is shared by everyone claiming from it, so it rechecks the server every 15 seconds; other scopes recheck every minute. If a Claim fails, someone took the case first — nothing is lost.

Approving several drafts at once

Under Needs review (the rail), every row with a waiting draft carries a checkbox — your own included: the gate is a person reading, and you are one. Tick the ones you'll send as they are and choose Approve & send…: the dialog shows every draft — who wrote it, to whom, as which persona, the text — and each goes out as a separate send in your name once you confirm. Untick any you'd rather edit on the case first. If a draft changed after you read it, that one isn't sent; the results say so, and you approve it from the case. Send back… returns the ticked drafts to their authors with one note.

The summary band

Counts by status and priority, and the last 30 days' timing measured in the unit of the promise: first response within target (answered before its due time — critical's is on the wall clock, the rest at close of business), answered the same business day, and median resolution in business days, counted with the same day rule as the targets (Friday to Monday is one). A case still waiting and not yet due is left out of the rate. Elapsed hours appear only for critical, whose target is hours. The counts themselves live in the left rail.

Columns

• Ref — CASE-2026-NNNN. Cases imported from the old tool also show their legacy OPN- id.
• Entities — the owner that owns the case in bold, then the entities involved in it.
• Subject — with flags: escalated, overdue (no first response within the target for its priority), stale (no activity for 3 business days while open or pending internal), promise missed (a promised-by date has passed), review (a response is waiting for approval), held until … (on hold — see the case page's Hold…; none of the overdue flags show while it lasts).
• Status — new, open, pending customer, pending internal, resolved, closed. A pending-internal case shows what it's blocked on beneath the status. A resolved case shows when it will close on its own.
• Age — since the case was received. Red when the case is overdue.
• Next action (via Columns) — the case's one next action and whose move it is, as set on the case page.
• Component (via Columns) — the part of the OPN stack the case is about, when set; the terms come from Vocabularies. A link from that page filters the list to one term (?component=).

Use Columns under the filters to add or remove columns.

Exporting

Export opens a dialog: choose CSV, XLSX or JSON; the time zone date and time columns are written in (your own by default, or UTC); and how many rows — everything matching the current filter, the rows loaded so far, or the first N in the current sort order. Columns are the ones currently shown.

Priority and response targets

These are OPN's own targets for a first response, not terms agreed with any institution. Critical is counted on the wall clock; the rest in business days, by close of business on OPN's calendar (weekday hours and holidays, set by an admin under Response targets), so a normal case received Friday afternoon is due Monday at close, not Saturday. A case that arrives after close, on a weekend or on a holiday belongs to the next business day. The rule and a table of examples are under Response targets. The Age column shows elapsed wall time — what the customer feels; the overdue flag uses the business clock.

A case past its target, quiet for 3 business days while open or pending internal, or past a promised-by date, is overdue — the rail counts them. The first two are escalated automatically once and announced in Slack; a missed promise is a human commitment, so it's flagged but never escalates on its own. The due time can't be edited: it moves only when the priority or the targets change. A case on hold (Hold… on the case page: a not-before time with a reason) is left out of all of this until the hold ends. Escalation never changes priority — priority is severity; escalation is attention.

Creating a case

+ New case asks for:

• Owner — which entity owns the case: whoever wrote to us (an FI, an integrator, a service provider), or OPN for platform matters. Any entity you can see is offered; type to search. Your own entity is filled in.
• Also involves — every entity selected can see and work the case; each appears as a pill above the search box. The submitter's own organization is ticked for you. You can change this later on the case.
• On behalf of, submitter, subject, type, priority.

The type is one of six:

The specifics go in the subject; the type is for sorting and reporting.

Creating the case mints its ref and emails the submitter an automatic acknowledgment.

If your organization isn't OPN

You see cases your entity owns, cases owned by entities beneath yours, and cases you're involved in. The "Owned or involved" filter separates the two. Your involvement picker offers only the entities you can see.