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Recording RAG reports is a weekly task for CSMs and PMs. This guide walks through the complete process from start to finish.

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Before you start

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When to record

Timing:
  • Reports are weekly, Monday-Sunday
  • Record on Monday for previous week
  • Or Friday to reflect current week
  • Be consistent with timing
Frequency:
  • One report per week
  • Cannot skip weeks
  • Historical record maintained
Set a recurring calendar reminder for the same day/time each week to maintain consistency.

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Who records

Reports typically recorded by:
  • CSMs for their assigned clients
  • PMs for clients they manage
  • Managers can record if needed
Collaborative approach:
  • Discuss status with team before recording
  • Align with PM/CSM on concerns
  • Get input from delivery team

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Starting a report

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Check report status

1

Navigate to RAG

Click RAG in main navigation
2

Check current week

See status: “No report”, “Draft”, or “Completed”
3

Click Record Report

Button available if no completed report exists
Report states:
  • None - Can start new report
  • Draft - Can continue existing draft
  • Completed - Cannot modify, wait for next week

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Understanding the form

Recording page shows:
  • Week commencing date
  • All active clients listed
  • Previous week’s status (if available)
  • Progress counter (0/X complete)
Layout:
  • Two-column grid
  • One card per client
  • CSM name shown
  • Complete all before submitting

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Recording each client

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Client card structure

Each card contains:
  • Client name - Top of card
  • CSM name - Below client name
  • Previous status - Last week’s RAG
  • Status selection - Choose new status
  • Note field - Current situation
  • Next step field - Planned action
  • Complete checkbox - Mark when done

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Selecting status

1

Review previous

See last week’s status badge
2

Choose new status

Click Green, Amber, or Red radio button
3

Respect transitions

Can only move one step at a time
Status descriptions shown:
  • Green - “Project running smoothly, no concerns”
  • Amber - “Some concerns that need monitoring”
  • Red - “Critical issues requiring immediate attention”
Status transitions are enforced. You cannot jump from Green to Red - must go through Amber.

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Writing notes

Purpose:
  • Explain why you chose this status
  • Provide context for management
  • Document specific issues or wins
  • Reference key events
Good note structure: 
1. Current situation (1-2 sentences)
2. Why this status (specific reason)
3. Any relevant context or details
Examples: Green note:
Retainer running smoothly. Delivered all planned features on time. Client happy with quality and communication.
Amber note:
Client requesting features beyond original scope. Having conversation about boundaries this week. Relationship good but need clear expectations.
Red note:
Major delivery delay - 2 weeks behind schedule due to dependency issues. Client escalating concerns to their management. Need immediate recovery plan.
Write notes as if explaining to someone unfamiliar with the client. Provide enough context to understand the situation.

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Defining next steps

Purpose:
  • Specify what action is needed
  • Assign clear ownership
  • Set realistic timeline
  • Create accountability
Next step formula: 
[Action] + [Owner] + [Timeframe]
Examples: Green next step:
Continue regular bi-weekly check-ins. Plan next sprint features (CSM, this week).
Amber next step:
Schedule alignment meeting with client and PM to clarify scope boundaries (CSM to book by Friday).
Red next step:
Create recovery plan with revised timeline and present to client (PM and CSM, by Tuesday). Escalate to management for resource support.
Bad examples:
  • “Follow up” (too vague)
  • “Monitor” (not actionable)
  • “Fix issues” (not specific)

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Marking complete

After filling all fields:
  • Check “Mark as complete” box
  • Card visually confirms completion
  • Progress counter updates
  • Move to next client
Progress tracking:
  • Shows “X/Y complete” at top and bottom
  • Progress bar visualizes completion
  • Cannot submit until all marked complete

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Completing the report

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Final checks

Before submitting: Verify:
  • ✓ All clients have status selected
  • ✓ All have notes explaining status
  • ✓ All have actionable next steps
  • ✓ All marked as complete
  • ✓ No placeholders or “TBD” entries
Review:
  • Read through notes for clarity
  • Check next steps are realistic
  • Ensure serious issues flagged properly
  • Verify no typos in client names/details

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Submitting

1

Check progress

Ensure all clients marked complete
2

Click Complete Report

Button at bottom of page
3

Confirmation

Success message appears
4

Report locked

Status changes to completed
5

Notifications sent

Management receives summary email
After submission:
  • Cannot modify completed report
  • Appears in RAG dashboard
  • Updates each client’s current status
  • Adds to historical record
Once submitted, reports cannot be edited. Double-check everything before clicking Complete Report.

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Status transition rules

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From Green

Can move to:
  • Green (unchanged)
  • Amber (concerns arising)
Cannot move to:
  • Red (must go through Amber first)
When to stay Green:
  • Project still running smoothly
  • No new concerns
  • Client satisfied
When to move to Amber:
  • Minor delays appearing
  • Budget tracking carefully
  • Communication issues starting
  • Client expressing concerns

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From Amber

Can move to:
  • Green (improvement)
  • Amber (unchanged)
  • Red (worsening)
When to move to Green:
  • Issues resolved
  • Client confidence restored
  • Back on track
When to stay Amber:
  • Issues persist but manageable
  • Working on resolution
  • Not worsening
When to move to Red:
  • Issues escalating
  • Client very unhappy
  • Major problems occurring

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From Red

Can move to:
  • Red (unchanged)
  • Amber (improving)
Cannot move to:
  • Green (must go through Amber first)
When to stay Red:
  • Issues still critical
  • Recovery plan in progress
  • Not yet stable
When to move to Amber:
  • Crisis contained
  • Recovery visible
  • Client calming
  • Action plan working

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Common recording challenges

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Challenge 1: Unsure of status

Problem: Client somewhere between Green and Amber Solution:
  • Err on side of caution (choose Amber)
  • Explain uncertainty in notes
  • Define next step to clarify situation
  • Better to flag early than miss concerns

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Challenge 2: Multiple concerns

Problem: Client has several different issues Solution:
  • Choose status based on most serious issue
  • List all concerns in notes
  • Prioritize in next steps
  • Focus on most critical first

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Challenge 3: Conflicting information

Problem: PM says Green, but you sense Amber Solution:
  • Discuss with PM before recording
  • Align on status together
  • Document differing perspectives in notes
  • Use Amber if any significant doubt

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Challenge 4: Too many clients

Problem: Recording takes too long for all clients Solution:
  • Block calendar time specifically for RAG
  • Keep notes concise but complete
  • Use consistent phrasing across similar situations
  • Consider recording in batches (e.g., 10 clients per day over Monday-Wednesday)
If RAG recording feels overwhelming, you may have too many clients assigned. Discuss workload with your manager.

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Best practices summary

Weekly consistency

Record same day/time each week

Team input

Discuss with PM/team before recording

Honest assessment

Don’t hide problems or overstate concerns

Specific details

Provide context in notes

Actionable steps

Define clear next actions

Review history

Check last week’s notes before recording

Flag early

Use Amber when concerns first appear

Follow through

Complete next steps before next report

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Troubleshooting

Check if current week already has completed report. Only one report per week allowed. May need to wait for next week.
Status transitions limited to one step. Check previous week’s status. May need to go through intermediate status first.
Ensure all clients marked as complete. Check progress counter. Incomplete entries prevent submission.
Only active clients appear. Check client status. Archived clients don’t need RAG reporting.
Completed reports cannot be edited. Contact manager if significant error needs correcting. Learn for next week.

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Next steps

RAG Overview

Back to RAG reporting overview

Client History

View client RAG history

Clients

Client management overview

Help Desk

Track client support issues