Working in Service Channels

Service Channels is the workspace for fulfilling teams: accounting processing trust receipts, the title team running searches. Orders arrive in a queue, get claimed, get worked, get done. If the Interactions feed is the file’s memory, Service Channels is the firm’s kitchen: tickets in, plates out.

You’ll only see Service Channels if you’re a member of a fulfilling team. The sidebar groups channels by firm, then by type of work (“Title Pull”), then by workflow status, with two counts on each: blue for unscheduled orders, red for overdue.

Reading the Queue

Each order row packs the essentials:

• The task or transaction number, its title, and the matter it belongs to (hover for the matter’s details).
• A health badge, if someone has flagged the order as blocked or off track.
• The assignee, or an Assign button when nobody owns it yet. Unassigned orders shimmer blue; that’s the queue asking someone to claim them.
• A scheduling indicator to defer the order to later.
• On hover, an advance button showing the next status; one click moves the order forward.
• Age (time since submission) and, if the order type has an SLA, a countdown: green while comfortable, amber past 75% of the window, pulsing red when breached.

The Ready and Future toggles work like they do everywhere else in Laminar: Ready is what needs attention now, Future is scheduled for later.

The Working Rhythm

1. Claim it. Assign the order to yourself. Shimmering rows first; they’re owned by nobody.
2. Work it. The order links to its full task or transaction detail, with the matter context one click away.
3. Advance it. Move it through the statuses as you go. The requester sees every status change in real time, which is the whole reason nobody’s calling to ask.
4. Schedule what can’t move. Waiting on the bank until Thursday? Schedule the order for Thursday; it leaves Ready and comes back when relevant.

The Overview

The Channels Overview adapts to the context selector:

Me: your active orders, your throughput today and this week, your SLA breaches, your flagged items.

Team: the unassigned backlog (oldest first), workload per member, team SLA breaches, and flagged orders. This is the team lead’s morning screen: who’s underwater, what’s aging, what needs reassigning.

Firm: one row per fulfilling team with unassigned, active, breached, and flagged counts. Management altitude.

Tips

Clear the shimmer first. Unassigned orders are the only ones guaranteed to be making no progress.

Respect the amber. An at-risk SLA with hours left is a plan; a breached one is an apology. The color change is your early warning.

Flag honestly. If an order is blocked, say so with a health update. A red badge the team lead can see beats a problem quietly aging in your queue.