Case Link

Module: spp_grm_case_link

Overview

Links GRM tickets with Case Management cases for escalation

Purpose

This module is designed to:

• Escalate GRM tickets to cases: Provide a wizard-driven workflow for converting grievance tickets into formal case management records.

• Link tickets and cases bidirectionally: Track which GRM ticket originated a case and which cases have related tickets.

• Create follow-up tickets from cases: Allow case workers to create new GRM tickets linked to an existing case.

Module Dependencies

Dependency	Purpose
spp_security	Central security definitions for OpenSPP modules
spp_grm	Provides a centralized Grievance Redress Mechanism for re...
spp_case_base	Core case management functionality for OpenSPP

Key Features

Ticket-to-Case Escalation Wizard

The escalation wizard (spp.grm.escalate.wizard) guides users through creating a case from a GRM ticket. The wizard presents the ticket details and allows configuration of the new case.

Field	Description
Case Type	Type of case to create
Intensity Level	Level 1 (Low), Level 2 (Medium), or Level 3 (High)
Case Worker	Defaults to the ticket assignee
Supervisor	Optionally set from the selected team
Team	Team responsible for the case
Copy Description	Copy the ticket description as the case's presenting issue
Close Ticket	Optionally close the ticket after escalation with a decision code

The wizard validates that the ticket is not already linked to a case, creates the case record, posts cross-reference messages on both the ticket and the case chatter, and optionally closes the ticket with a "Referred to Case" decision.

Case Extensions

Cases gain the following fields from this module:

Field	Description
Source GRM Ticket	The ticket that initiated this case
Related Tickets	All GRM tickets linked to this case
GRM Ticket Count	Computed count of related tickets

Cases also gain an action to create follow-up GRM tickets pre-populated with the case's partner and context.

Ticket Extensions

Tickets gain a Related Case field and a smart button to view the linked case or open the escalation wizard.

Integration

• spp_grm: Extends spp.grm.ticket with a case_id field and escalation actions.

• spp_case_base: Extends spp.case with source ticket tracking and follow-up ticket creation.

• Auto-install: This module auto-installs when both spp_grm and spp_case_base are present.