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A claim is a short-lived lock on the case. While you hold it, no one else can decide the same case; while someone else holds it, the case is read-only for you.

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Why claiming exists

Several analysts work the same queue. The claim guarantees a case gets exactly one decision. Locks expire on their own five minutes after the last heartbeat, so a closed laptop blocks a case for at most a few minutes.

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Claim a case

1

Open a waiting case

The banner reads Ready to review — claim case to take action. The decision rail is disabled with the hint Claim case to take action.
2

Click Claim case or press C

The banner disappears and the header shows Locked to you. The console keeps the lock alive while the tab is open.
Claiming is only offered once the workflow has parked the case in a review queue. A case that is still being processed shows no claim banner.

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Locked by another analyst

The banner names who holds the claim and since when. Every action is disabled until they release it or the lock expires.

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When your claim expires

If the heartbeat stops (for example the tab was asleep), the banner changes to Your claim expired — re-claim to continue. Click Re-claim. If the console reports Sync issues — your lock may have stalled, it could not confirm the lock three times in a row; re-claim before deciding.

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Leaving a claimed case

Navigating to another page while holding a claim opens Release case claim?. Release & Navigate frees the case for others; Cancel keeps you on it. Closing the tab does not release the claim: the lock stays with you until it expires, up to five minutes, so release it first when you can.