Understand investigation workflow stages
Follow the designed progress from draft to closure.
This guide explains how to follow the designed progress from draft to closure. It outlines the preparation, practical steps and checks that help keep your work accurate and traceable within ICAM Plus.
The exact controls available can depend on your active Personal or Organization workspace, subscription, investigation status and assigned permissions. Follow the current application labels where they differ from the descriptions below.
Before you begin
Sign in using an authorized ICAM Plus account. Confirm the correct workspace and, where applicable, the investigation and organizational role. Keep the relevant incident facts or account details available without exposing passwords, tokens or unnecessary sensitive information.
Step-by-step instructions
Step 1 — Open the target investigation.
Complete this action using the controls available to your role and current application version. Check the resulting record before continuing, and document anything incomplete or inconsistent for follow-up.
Step 2 — Check its displayed status and current gate.
Complete this action using the controls available to your role and current application version. Check the resulting record before continuing, and document anything incomplete or inconsistent for follow-up.
Step 3 — Collect evidence before making final findings.
Keep the material attributable to its source and relevant to the incident. Use factual descriptions, avoid unnecessary personal data and confirm that the item is visible in the intended investigation.
Step 4 — Complete findings and recommendations appropriate to the case.
After the action, inspect the resulting record or confirmation rather than assuming a tap or click was successful. If it did not persist, avoid duplicate submissions and record the observed failure.
Step 5 — Submit for review only when reviewer assignment and required records are complete.
Check both the investigation stage and the assigned role. Review and approval actions are permission-dependent, and an unavailable action should be treated as a workflow or assignment issue rather than bypassed.
Step 6 — Confirm approval and closure separately.
Check both the investigation stage and the assigned role. Review and approval actions are permission-dependent, and an unavailable action should be treated as a workflow or assignment issue rather than bypassed.
Confirm the expected outcome in the application before leaving the screen. Keep a record of any missing information or blocked action rather than treating the task as completed.
Important considerations
The intended workflow is draft → in_review → approved → closed; production gates must be confirmed in the published app.
Avoid: Assuming Draft, In Review, Approved and Closed are interchangeable.
Avoid: treating a saved draft as approved.
Troubleshooting
The option is missing or unavailable
Verify your workspace, role, current investigation stage and subscription availability. A hidden or disabled control is not permission to bypass the intended workflow.
The expected change is not visible
Check the relevant record and selected filters. Confirm whether the operation was saved or submitted. Avoid repeating changes that may create a duplicate; if the problem persists, document what you can observe.
You still cannot complete the task
Use the official Contact Support route. Include the app platform and version, affected workflow, expected result, actual result and a sanitized error message when available. Never include passwords, API tokens or unnecessary personal data.
Expected outcome
The record advances through the required gates without bypassing review.
Related guides
G15 — Request investigation review
G17 — Close and archive an investigation
Further assistance
If the task remains blocked, navigate to Contact Support through the approved ICAM Plus help route. Describe what you attempted, what happened and which investigation or account area is affected, using only the minimum information needed.
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