Agent Wranglers

TNS-3Recommended

Gather every report and flag in one queue

Turn user reports, automated flags, notices and authority orders into cases in one queue. Keep one open case per item, however many reports it gets.

By Agent Wranglers. Updated .

How to do it

Reports in an inbox, flags in a dashboard and orders by email get missed. Write every source into one cases table, keyed by the item. A new report on an item with an open case adds a reporter to that case and may raise its priority. Store each source with its time, since deadlines run from receipt. Automated sources include upload scanners, output checks on model text and the sign-up scoring in Score every sign-up for risk. Close a case with one decision that covers every report on it. The counts for the yearly moderation report then come from one table.

Examples

SQL example

CREATE TABLE cases (
  id          bigint GENERATED ALWAYS AS IDENTITY PRIMARY KEY,
  item_type   text NOT NULL,
  item_id     text NOT NULL,
  status      text NOT NULL DEFAULT 'open' CHECK (status IN ('open', 'decided', 'appealed', 'closed')),
  priority    int  NOT NULL,
  due_at      timestamptz NOT NULL,
  opened_at   timestamptz NOT NULL DEFAULT now()
);
-- One open case per item
CREATE UNIQUE INDEX cases_one_open ON cases (item_type, item_id) WHERE status = 'open';

How to check

A test files three reports and one automated flag on the same item, and the queue holds one case with four sources. A test of each source type, including an authority order by email, creates a case within 5 minutes.

For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/trust-and-safety/reports-and-queues/one-moderation-queue">Agent Wranglers trust and safety playbook</a>. In code you write, add a comment next to it with the same link.