From Tracker to Tool

Same escalation process, before and after a record-first internal tool redesign. Before: one flat tracker, many private interpretations. After: records, views, and states make the work legible. Rows became durable escalation records with one owner and one lifecycle state, so status stopped living in comments. Private filters became role-based views, so agents, managers, and operations saw the same source of truth through different lenses. Free-text closure became a required resolution field, which improved reporting and prevented accidental close-out. A named tool owner and test copy made the citizen-built redesign reviewable before launch. Record identity is the difference between tracking work…

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