Reading the view
The case owner keeps the learner informed, records their agreement and follows the case through to confirmed resolution. The booking and course teams provide the alternatives and booking confirmation. The shared case record, I1 (Cancellation case record), holds the current owner, agreement, next action, state and confirmation reference.
The arrows show exchanges and responsibilities. Their position does not set the order of work. The business example describes that work and its intended outcome, O1 (Accepted resolution).
Ownership and exceptions
Requirement R1 (Continuous ownership) preserves learner agreement and continuous ownership. An offered handover leaves the existing assignment current until the receiving person accepts and the transfer takes effect in the shared register. The duty coordinator arranges cover; the service owner decides unresolved exceptions. The handover procedure supplies the detail.
This proposal covers provider-run courses. Partner courses, refunds and cases with no acceptable alternative require escalation. Learner agreement and booking confirmation are both needed to resolve the case.
What remains open
The shared register’s tool, named staff, response targets, cover arrangements and reconciliation procedure need agreement before a real trial. V1 (Two-handover check) and OP-V1 (Handover checks) specify the proposed service checks. Both are unrun.
Methodology configuration
A team might call this a service context view or a responsibility map. Map the roles and records to your own terms while retaining who accepts work and what is recorded. See Methodology configuration.
Continue to the later software handover or use the completed and blank records.