CVG · Command Center V3

Triage, Assignment & Notifications — Validation Walkthrough

Script for Cathryn to validate the Kenza swimlane v3 workflow: every submission lands with Lisa for triage, hand-off emails fire only after reassignment, CVG facilities get dual notify via public group, and resolution emails go to the submitter when enabled.

Environment: CVG production · Portal: citiri-cvg.my.site.com/command · V3 deployed September 2026

≡V3 flow at a glance

Submit → confirmation to reporter + create email to triage (Lisa) · Assignee = Lisa
Lisa reassigns → hand-off email to new assignee (+ facilities public group if non-Elevate)
Resolved → reporter email with Response text (if toggle on)

0 · Pre-flight & seed config

1 · Show configuration first

Reference people & inboxes

A · Guest submit (Elevate Yes)

B · Guest submit (Elevate No)

C · Lisa triage → Metz (Elevate)

D · Lisa triage → Kenza (facilities)

E · Resolve → reporter email

F · Change people without deploy

G · Tracker + guest form checks

0Pre-flight & seed config

Confirm once before the demo. V3 code is deployed; these config steps wire Lisa, Metz, and the facilities group.

#CheckOpenStatus
1 Guest form loads; Type of impact and Elevate question visible Report page ↗ Verify
2 Default routing → Initial Assignee = Lisa Marrlett Default ↗ Seed
3 Elevate Assignee = Michael Metz (reference for Elevate hand-offs) Default ↗ Seed
4 Public group CVG Facilities with Kenza + AJ; developer name in Facilities Notify Group Public Groups ↗ Seed
5 Lisa people row: Notify On Create ✓, Notify On SLA ✓ (Adam off create if Lisa-only) People list ↗ Seed
6 Notify Reporter On Resolved checked on Default Default ↗ Seed
7 Flows Command Center Assignee Changed and Command Center Resolved are Active Flows ↗ Activate
V3 vs V2: Metz and facilities team do not get emails at submit. They get hand-off mail only after Lisa changes Assignee.

1Configuration — show this first Config · Demo

All assignment and notification policy lives on one routing record. CVG can swap people here without a Citiri deploy.

Open Default routing ↗ Routing list ↗

Assignment section

  1. Initial Assignee (Triage) = Lisa — every new request assigns here at submit.
  2. Elevate Assignee = Metz — Lisa picks this user when Elevate = Yes.
  3. Facilities Notify Group = public group developer name — Kenza + AJ get hand-off copy on non-Elevate reassignments.

Notifications section

  1. Notify Reporter On Resolved — when checked, submitter gets email when status → Resolved (includes Response field).

People related list

FlagV3 use
Notify On CreateLisa inbox on every submission
Notify On AssignOptional extra hand-off recipients
Notify On SLAChase stale New requests (1 business day)
Notify On Ops AssignLegacy V2 — not used at submit in V3
Expected: Cathryn can explain the whole dispatch table from Default + people rows, without opening Apex.
Pass / Fail — notes: __________________________________

◔Reference people & inboxes

RolePersonWatch mailboxUser
Triage owner Lisa Marrlett lmarrlett@cvgairport.com Open ↗
Elevate assignee Michael Metz michael.metz@skanska.com Open ↗
Facilities assignee Kenza Khettouch kkhettouch@cvgairport.com Open ↗
Facilities (group notify) Alonzo Allen (AJ) aallen@cvgairport.com Open ↗

Guest form values

FieldUse this
Company / TenantAmerican Airlines
Your name / EmailYour name + an inbox you can open
FacilityConcourse B (then any Level / Zone)
Type of impactNoise / Vibration
Short summaryV3 walkthrough — jackhammering near Gate B12

AGuest submit — Elevate Yes Guest · Incognito

Open Report page ↗ Incognito
  1. Fill the form (table above). Set Elevate Program? = Yes.
  2. Submit. Note tracking number REQ-00xx — this is Request A.
  3. Open Request A in Salesforce.
Find Request A ↗
Expected: Elevate = Yes; Project = Elevate CVG; Assignee = Lisa (not Metz yet). Reporter got confirmation. Lisa got create email. Metz did not get assignment email at submit.
Pass / Fail — notes: __________________________________

BGuest submit — Elevate No Guest

Open Report page ↗
  1. Submit a second report with Elevate = No. Note tracking number — Request B.
  2. Confirmation should say “CVG has your report” (not Elevate CVG).
  3. Open Request B in Salesforce.
Expected: Elevate = No; Project blank; Assignee = Lisa. Lisa got create email. Kenza and AJ did not get email yet (no hand-off until triage).
Pass / Fail — notes: __________________________________

CLisa triage → Metz (Elevate path) Lisa · Triage

Command Center ↗
  1. Open Request A (Elevate Yes).
  2. Change Assignee to Michael Metz. Save.
  3. Check Metz inbox for hand-off email.
Expected: Metz receives “Work request assigned” / hand-off email. Lisa does not need a second create email. Facilities group is not notified (Elevate path).
Pass / Fail — notes: __________________________________

DLisa triage → Kenza (facilities path) Lisa · Triage

  1. Open Request B (Elevate No).
  2. Change Assignee to Kenza Khettouch. Save.
  3. Check Kenza and AJ inboxes.
Expected: Kenza gets hand-off email as assignee. AJ gets the same hand-off via CVG Facilities public group. Metz does not get this email.
Dual notify: Only one Assignee field (Kenza). AJ is notified through the public group — not as co-assignee.
Pass / Fail — notes: __________________________________

EResolve → reporter email Assignee

  1. On Request B (or A), set Status = Resolved.
  2. Fill Response with text the submitter should see, e.g. Work completed; noise mitigation in place.
  3. Save. Check the reporter email used on the guest form.
Verify on Tracker ↗
Expected: Reporter receives resolved email with Response text. Tracker shows the update. Unchecking Notify Reporter On Resolved on Default stops this without a deploy.
Pass / Fail — notes: __________________________________

FChange people without deploy Config

Default routing ↗
  1. Show Initial Assignee — explain swapping Lisa changes who gets every new request.
  2. Show Elevate Assignee — one field to replace Metz.
  3. Show People related list — add/deactivate rows for create, assign, or SLA emails.
  4. Show Facilities Notify Group — tie to Setup → Public Groups for Kenza + AJ.
  5. Toggle Notify Reporter On Resolved — immediate on/off for resolution emails.
Expected: Cathryn sees that day-to-day staffing changes need no Citiri ticket.
Pass / Fail — notes: __________________________________

GTracker & form sanity checks Guest

Open Tracker ↗ Report page ↗
  1. Tracker: enter Request B tracking number + reporter email — status and Response visible.
  2. Form: leave Type of impact blank and submit — should block with validation.
  3. Form: leave Elevate blank — should block with validation.
Pass / Fail — notes: __________________________________