Working Offline
Since 28 September 2026 the Grievances module works without network from a local copy of the grievances within your scope. This page describes what changes in the module's screens; the general mechanism (network detection, storage, synchronisation, purge at sign-out) is described in Offline mode.
What is copied to the device
- The grievances you are allowed to see, with their comments, workflow phases and attachment metadata (name, size, type; the file itself stays on the server).
- The useful reference data: projects, regions, sectors, tabancas, categories and types, assignable agents, workflows.
- The copy is refreshed every time the list opens and every time the network returns.
Sensitive grievances (SEA/SH) are never copied to the device, do not appear offline, and can be neither created nor processed without network. No sensitive data leaves the server.
Creating a grievance offline
The New grievance form stays available; the button becomes Save locally. The grievance gets a temporary reference LOCAL-…, appears at once in the list flagged Pending, then goes to the server when the network returns, which assigns its final reference. Both references are kept in the history.
Beneficiary or household search works on the data already present on the device; duplicate detection happens at send time.
Processing a grievance offline
| Action | Offline | Note |
|---|---|---|
| Browse the list, filter, open a record | Yes | |
| Take over, Process (resolution process), Resolution, Not eligible | Yes | Same status rules as online |
| Close, Reopen | Yes | Same permissions |
| Assign, Reassign | Yes | Agents from the local reference data |
| Comment | Yes | Comment flagged Pending until sent |
| Move to next phase | Yes | Timeline rebuilt locally; if the workflow is not cached it shows when the network returns |
| Add an attachment | Yes | 10 MB maximum, kept on the device until sent |
| Edit fields | Yes | |
| Download an attachment | No | The file is on the server |
| Send acknowledgement, Notify complainant, Escalate | No | These are immediate sends |
| Delete a comment or document | No |
Each action is applied immediately to the local copy, then placed in the queue. When the network returns, actions are sent in the order they were made, then the copy is refreshed.
The server records the send date; the local history keeps the real entry date, tagged “offline”.
The operations banner
At the top of the list and of each affected record:
- Orange banner, “Offline mode: actions are recorded here and sent when the network returns”: list of Pending operations, with a Send now button once the network is back.
- Red banner: operations rejected by the server on replay (for example a resolution on a grievance a colleague closed in the meantime), with the rejection reason and two choices:
- Replay: the action is sent again as is;
- Discard: the action is removed and the record returns to the server state (confirmation requested; changes made offline are lost).
Before signing out
At sign-out, all local data is erased, queue included. If actions are still unsent, the sign-out dialog says so: reconnect the device and wait for the send to finish.
Good practice in the field
- Open the grievance list while connected before leaving: the local copy will be up to date.
- Prefer simple actions offline (creation, take-over, comments); keep complainant e-mails and escalations for the return to the office.
- Check the banner each time the network returns and handle rejected operations the same day.