Grab Illegal Item Escalation

About

Grab Illegal Item Escalation is an internal Chrome extension for Grab Support teams working in Dynamics 365 (D365).

The extension helps agents handle illegal-item related cases faster and more consistently by adding a guided “Report Illegal Item” action directly inside supported D365 case pages. When the relevant policy-violation symptom is detected, the extension shows a button that opens a structured form for the agent to review and complete required escalation details.

Submitted data is sent through a Google Apps Script proxy for validation and duplicate-checking before being forwarded to the Safety workflow. The extension also checks whether a case has already been escalated, so duplicate submissions can be prevented and the case can be shown as already escalated.

Key capabilities:
- Works on supported Grab D365 case pages
- Shows the escalation action only for the relevant illegal-item case type
- Collects required case and incident details in a structured form
- Uses server-side validation before forwarding the escalation
- Prevents duplicate escalation by case ID
- Supports both UAT and production D365 environments

This extension is intended for internal operational use to improve escalation speed, consistency, and control for sensitive safety-related cases.