Case management
A queue that tells you which case needs you next.
Every check in flight carries its own SLA clock. Papertrail surfaces the ones running out before they breach, routes around a slow vendor automatically, and gives ops, hiring managers and approvers three different views of the same case file.
- 24/7queue monitored, not just business hours
- 3role-scoped views of one case file
- PT-24917RS · IdentityArriving → UIDAIMatched
- PT-24920AK · AddressArriving → Field agentOccupant differs
- PT-24922MJ · EmploymentArriving → Prior employerDates confirmed
41 cases closed today. A flagged case falls back a stage and re-dispatches on its own.
- 0.2sAuto-escalation trigger
- 3Distinct stakeholder views
Hover or focus a figure to see what sits behind it
Watch four cases move, and one go wrong.
This is the board an ops analyst keeps open. Four cases run on their own clocks through queued, dispatched, source responded, adjudicating and closed. PT-24920 is the one to watch: the field agent reaches the door and the occupant is not the candidate, so the case is flagged, falls back a stage, and is re-dispatched with a fresh clock — nobody had to notice it first.
- PT-24917IdentityQueued
R. Sundaram · Backend Engineer · Chennai
- Queued
- Dispatched
- Source responded
- Adjudicating
- Closed
Consent captured 09:12 IST · package ENG-STD
Ops · Tier 14h targetIdentity for R. Sundaram, currently Queued. Consent captured 09:12 IST · package ENG-STD - PT-24918EmploymentQueued
A. Khatri · Area Sales Manager · Indore
- Queued
- Dispatched
- Source responded
- Adjudicating
- Closed
Two employers declared · last one first
Ops · Tier 272h targetEmployment for A. Khatri, currently Queued. Two employers declared · last one first - PT-24920Address · field visitQueued
V. Shetty · Delivery Executive · Bengaluru
- Queued
- Dispatched
- Source responded
- Adjudicating
- Closed
Permanent address differs from current · both to be visited
Declared address not confirmed at the door
Occupant since March 2024 is a different family; two neighbours state no resident of that name. Electricity connection is in the occupant's name. Geotag from the visit is 1.9 km from the declared PIN centroid.
Auto-escalated: second field agent dispatched to the candidate's updated address, and a clarification request sent to the candidate in the same event.
Field ops · Bengaluru East96h targetAddress · field visit for V. Shetty, currently Queued. Permanent address differs from current · both to be visited - PT-24921Court recordsQueued
S. Kulkarni · Compliance Analyst · Pune
- Queued
- Dispatched
- Source responded
- Adjudicating
- Closed
Seven years of addresses resolved to four jurisdictions
Ops · Tier 148h targetCourt records for S. Kulkarni, currently Queued. Seven years of addresses resolved to four jurisdictions
Four cases on their own clocks. PT-24920 is the one worth watching — a flagged address does not stall the case, it re-dispatches it. Clocks shown at 90× so a multi-day SLA moves on screen.
What happens before an SLA actually breaches.
Four rules run against every case in the queue above. None of them require a human to notice the clock first.
The queue lead and the assigned analyst are notified on the dashboard and by email digest. Nothing changes for the candidate at this stage — this is an internal signal to reprioritise, not an escalation.
Reassigned into a senior analyst's queue immediately. If the open check depends on an external party — a registrar for education, a field agent for address — a second vendor is engaged in parallel rather than waiting on the first to respond.
New cases stop routing to that vendor until an ops lead reviews the pattern. Cases already in flight with that vendor are not pulled back — only new routing is affected, so nothing already progressing gets reset.
The original breach stays in the case's audit trail — it is not erased by the reopen. The new clock runs against the same target as the check type, starting from the moment the clarification was accepted.
One case file, three different queues.
An ops analyst, a hiring manager and an approver all open the same case — and see different columns and different actions, scoped to what their role needs.
Ops analyst
Runs the queue day to day — every case, every column, and the only role that can reassign a check to a different vendor.
Sees
- Case ID
- Candidate
- Check type
- Owner team
- Status
- SLA remaining
Can do
- Reassign a check to a different vendor
- Escalate a case manually, ahead of the automatic trigger
- Add an internal note visible to other analysts
- Request clarification from the candidate
Hiring manager
Sees their own requisitions only, with the internal routing stripped out — status and timing, not vendor mechanics.
Sees
- Candidate
- Check type
- Status
- SLA remaining
Can do
- View the report once every check has closed
- Message the candidate through the portal
- See a plain-language summary of any discrepancy
Approver
Sees a case only once every requested check has closed, with the discrepancy summary in front of the raw queue.
Sees
- Candidate
- Status
- Discrepancy summary
Can do
- Approve the case
- Reject with a recorded reason
- Request re-verification of one check
Case management, answered
The case auto-escalates the moment the target passes with the check still open. It moves into a senior analyst's queue, and if the check depends on an external party — a registrar, a field agent, a former employer — a second source is engaged in parallel rather than the case simply waiting longer on the first.
Yes. Papertrail ships with a default target per check type based on how that check typically resolves — minutes for a database check, days for a registrar-dependent one — and each target can be overridden per package or per client.
The queue lead and the newly assigned analyst, on the dashboard and by email digest. A hiring manager sees the case's status change but not the internal escalation mechanics — that stays in the ops-analyst view.
Yes. Field verification and registrar-liaison routing can be scoped by state or city, so a vendor that performs well in one region is not paused nationally because of a pattern that only showed up in another.
No. Escalation changes who is working the case internally and, occasionally, which vendor is contacted for the same already-consented check. It never adds a new check type without a fresh consent request.
See it on your queue
Bring your own case volume to a demo.
We will walk through SLA configuration, escalation rules and the three role views against a queue shaped like yours.