Override a final decision - Frayme

Who can override

Roles with case_override:write, which the senior-analyst template includes, plus tenant admins. Analysts see the decided case read-only and no override control.

Open a decided case

Find it in Cases under Approved, Declined or Completed. The console shows the read-only banner with Override decision.

Override decision

Override final decision shows the current value. Choose the New decision, give a Reason (required), and submit with Override to approved or Override to declined. When the new decision is declined, the same reason is recorded as the decline reason. The toast confirms Decision overridden to approved (or declined).

What changes

A new decision is appended to the case’s decision history; the original stays visible.
The timeline records Decision overridden with your reason.
Your systems receive a case.decision_overridden event.
The workflow does not re-run and the case does not return to the queue.

Conflicts

If someone changed the decision after you opened the case, the override is refused with This case’s decision changed since you loaded it — refresh and try again.