Customer Escalation Management App

[Jagan Ramaswam1]

💼 Workspace Features:

📊 Dashboard View:

• Real-time metrics: Total escalations, critical count, overdue items, resolved cases
• Visual breakdowns: Escalations by state and priority with color coding
• Recent escalations: Quick access to latest cases
• Critical alerts: Immediate visibility into high-priority issues

📋 Smart Escalation List:

• Advanced filtering: Search by text, filter by state/priority
• Sortable columns: Click headers to sort by any field
• Quick actions: View details and edit directly from list
• Responsive design: Works on desktop, tablet, and mobile

📝 Comprehensive Forms:

• Intuitive creation/editing: Clean, organized form layout
• Smart validation: Real-time field validation with helpful errors
• Priority matrix: Visual priority, urgency, and impact selection
• Customer integration: Easy contact information management

🔍 Detailed View:

• Complete escalation overview: All information in organized sections
• Quick state changes: One-click actions for common state transitions
• Contact integration: Click-to-call and email functionality
• Timeline tracking: Clear visibility into escalation progression
• Resolution management: Dedicated section for closure details

✨ Key Technical Features:

🎨 Modern UI:

• React 18: Latest React with modern hooks and patterns
• Responsive design: Mobile-first approach that works everywhere
• Professional styling: Clean, modern interface with intuitive navigation
• Accessibility: WCAG compliant with keyboard navigation support

🔧 Smart Automation:

• Auto-escalation: Automatic escalation based on priority thresholds
• State management: Intelligent field updates during state changes
• Real-time validation: Client-side and server-side validation
• Error handling: Comprehensive error management with user-friendly messages

🔒 Enterprise Security:

• Role-based access: Different permission levels for different users
• ServiceNow authentication: Seamless integration with ServiceNow security
• Audit trails: Complete change tracking enabled

🎯 Next Steps:

1. Test the workspace - Create, edit, and manage escalations
2. Assign user roles - Give team members appropriate access levels
3. Create sample data - Add real escalations to see the system in action
4. Customize fields - Modify forms and views as needed for your process