Handling a retaliation flag

Don't assume one retaliation concern per case

Whatever you use to track this, build in room for more than one retaliation or detriment incident per case, including several open at the same time — they shouldn't be limited to one, and a second incident shouldn't be treated as replacing or updating the first. Either the reporter or a staff member might raise one, and each incident has its own description of what happened. Provoxis supports exactly this: a case can carry multiple incidents, each raised and tracked separately, even against the same underlying report.

Treat resolution as a deliberate step, not an implicit close-out

An incident shouldn't be considered resolved just because time has passed or the underlying case moved on — it needs an actual documented decision. In Provoxis, an incident stays Open until an admin resolves it with written resolution notes, at which point it moves to Resolved; there's no auto-resolution and no timeout, so an incident with nobody assigned to close it out simply stays open indefinitely. Both raising an incident and resolving one are captured in the audit trail: who did it, when, and — for a resolution — the notes explaining the outcome.

Why the resolution notes are the part that actually matters

See what counts as retaliation for why this matters legally: once a reporter shows they made a report and then suffered a detriment, the Directive presumes that detriment was retaliatory, and it's the company's burden to prove otherwise. That reversed burden is exactly why resolution notes aren't a formality to close out a ticket — on any channel, they're the actual record a company would need to point to if that presumption were ever tested. A resolution that just says "resolved, no issue found" does far less work than one that states what was reviewed and why the outcome wasn't retaliatory, or what remedial action was taken if it was. Write the notes as if they're the evidence, because they are.

Don't let an incident sit open by default

An incident with no resolution isn't a neutral state — it's an open question the company hasn't answered yet, sitting in the record indefinitely if nobody closes it out. Treat an open retaliation incident with the same urgency as the underlying case's own feedback deadline, not as a lower- priority side task attached to it.