> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Domain Workflows: Triage, Resolution, Escalation, and More

> Deep dive into Service domain workflows: triggers, steps, handoffs, approvals, and receipts for triage, resolution, escalation, and SLA enforcement.

Service workflows define how cases move through the domain from trigger to completion. Each workflow is governed, meaning every step requires authorization and produces a receipt.

### Case Triage Workflow

* **Trigger** — a new case enters the queue from any connected source.
* **Steps** — the Triage Agent scores priority by topic, customer tier, and SLA. Twin assembles customer context.
* **Handoff** — the case is assigned to an agent or tier via `service.case.update`.
* **Approval** — some high-tier cases require manager confirmation before assignment.
* **Receipt** — a workflow receipt is attached to the case and customer record.

### Resolution Workflow

* **Trigger** — an agent decides the case is ready to close.
* **Steps** — the Resolution Agent prepares prior case summaries and Known Issue links. The agent documents the outcome.
* **Handoff** — closure may trigger a feedback request automatically.
* **Approval** — refunds or policy exceptions require manager approval before close.
* **Receipt** — the resolution note and closure confirmation are preserved as evidence.

### Escalation Workflow

* **Trigger** — an agent or Twin determines a case needs a higher tier.
* **Steps** — the Escalation Agent checks tier rules, SLA policies, and manager availability. Full case context is attached.
* **Handoff** — the case is routed to the specialist queue with preserved history.
* **Approval** — some escalations require manager sign-off before rerouting.
* **Receipt** — the escalation record and context snapshot are stored.

### SLA Enforcement Workflow

* **Trigger** — an SLA timer approaches breach threshold.
* **Steps** — the SLA Agent predicts breach risk and alerts the team lead with suggested actions.
* **Handoff** — cases at risk may be reassigned or escalated automatically.
* **Approval** — priority overrides may require manager confirmation.
* **Receipt** — SLA alerts, actions, and outcomes are logged.

### Related

* [Service Capabilities](/internal-docs/domains/service/capabilities)
* [Service Execution Flow](/internal-docs/domains/service/execution-flow)
* [Service Human Workbench](/internal-docs/domains/service/human-workbench)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.