> For the complete documentation index, see [llms.txt](https://docs.digit.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.digit.org/complaints-management/access/configurator-management-guide/role-state-action-mapping.md). # Role State Action Mapping A primer on Role - State - Action #### State: where the complaint is right now A state is the complaint's current standing or status. PENDINGFORASSIGNMENT means: someone has to decide who will handle this. PENDINGATLME means: a specific person (Last Mile Employee - LME) now owns the work. RESOLVED means: the department believes the work is finished. A complaint occupies exactly one state at any moment. States in the real world can also be seen as public-facing facts. What your citizen sees on their phone as "Assigned to field staff" is this same value, translated. So a state is simultaneously an internal bookkeeping record and a promise made to the public. #### Action: a move that is permitted An action is a legal move. ASSIGN, RESOLVE, REJECT, REOPEN, RATE, COMMENT. Two properties matter more than they first appear: * An action is only ever available from a specific state. RESOLVE exists inside PENDINGATLME and nowhere else. You cannot resolve a complaint nobody has been assigned to. The sequence is enforced by structure, not by staff discipline or training. * An action names its destination. Every action carries a nextState. This makes the process a directed graph rather than a checklist, which is why the system can always answer "what could happen next?" Some actions loop back to the same state. COMMENT does this. It is a move that produces a record without changing anyone's obligations. #### Role: who holds the authority A role is a bundle of authority attached to people, not a job title and not a person. GRO, PGR\_LME, CITIZEN, CSR, SUPERVISOR, AUTO\_ESCALATE. The distinction from job titles is practical. A single municipal officer may hold GRO for the sanitation department and PGR\_LME for a locality they personally cover. One human, two authorities, evaluated separately every time they touch a complaint. Reorganising a department therefore means reassigning roles, not rewriting the workflow. {% hint style="info" %} Note the last role in that list. AUTO\_ESCALATE is held by no human at all. It belongs to the system's clock. The passage of time is a participant in this process with its own permissions, and that is one of the most consequential design decisions in the whole configuration. {% endhint %} How everything comes together: Example: The complaint has been received and needs to be routed. Thus, the complaint is currently in the state PENDINGFORASSIGNMENT

Action	Performed by roles	Lands in
ASSIGN	GRO, PGR_VIEWER	PENDINGATLME
REJECT	GRO, PGR_VIEWER	REJECTED
ASSIGNEDBYAUTOESCALATION	AUTO_ESCALATE	PENDINGATLME
COMMENT	CITIZEN	stays here

## Quick Glossary

Element	Purpose
State	A status that the application/complaint/record can be in. Example: PENDING_ASSIGNMENT, RESOLVED, CLOSE
Action	A verb that a user can perform from a given state. Example: ASSIGN, RESOLVE, REJECT, REOPEN
Next State	The state the record moves to after an action is performed.
Role(s) per Action	Which user roles are authorised to trigger that action from that particular state.
Start State Flag	Marks the entry point when a new record is created.
Terminal/Is Terminate State Flag	Marks an end state - no further actions are possible.
SLA (in hours/days)	Expected time to be spent in a particular state
Notification config	Whether the action fires an SMS/Email and which localization template message is used.
Auto-escalation rule	Automatically transitions the state if SLA is breached without human action.

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