Case Management: Managing a Case

A Case is a record in Alloy that represents a single or a group of evaluations that triggered an alert under a single entity for a specific Case Type. A case is created when the entity does not have any open case and has an evaluation triggered one of the tag configured in the workflow, and can be viewed as a container of suspicious activities for a entity. Once a case has been opened, the case will need to be actioned on by an agent.

This article will cover the following sections for managing a case:

• Required Permissions for Managing Case Status
• Assigning a Case
• Updating the Case Status Manually
• Closing a Case
• Escalating a Case
• Add a Manual Alert
• Create Report

Required Permissions for Managing a Case

For agents that need to take action on a case, the following permissions must be enabled on the role. Some actions may not be available for agents without this permission.

Note: Agents can still assign themselves cases, even without this permission. We recommend creating Case Management Queues Base on Case Type and configuring Saved Searches for your agent’s permissions.

Assigning a Case

A case can be assigned by any agent to review further and close the case or create a report.

• Single or Bulk Assign From the Case Management Queue
• From the Case

Once a case has been assigned, those agents can use the My Cases tab under Case Management to view a list of cases assigned to them.

Cases that have already been assigned to an agent can be reassigned to a new agent by following the same steps.

Single or Bulk Assign From the Case Management Queue

1. Visit the Case Management queue from the side navigation.

2. Check the box for one or more rows for the case(s) you want to update. The checkbox at the header level can be checked to select all cases on the page you’re viewing can also be checked. To select up to 100 rows, change the Results Per Page to 100.

3. Click Perform Action.

4. Click Assign.

5. Select the agent to assign the case to.

6. Add an optional note.

7. Click Save to assign the case(s).

From the Case

1. Visit the Case detail view for a specific case.
2. Click Take Action.
3. Click Assign or Reassign.
4. Select the agent to assign the case to.
5. Optionally, add a note.
6. Click Save.

Updating the Case Status Manually

As a part of case review and disposition, agents with have the ability to update the status of the case even after the case already has a status set by the Workflow. These changes on a case will be reflected in the case timeline with the action that was taken and which agent took them.

There are several ways to update the status:

• Single or Bulk Update from the Case Management queue
• From the Case detail view

Change Case Status: Single or Bulk Update from the Case Management queue

1. Visit the Case Management queue from the side navigation.
2. Check the box for one or more rows for the case(s) you want to update. The checkbox at the header level can be checked to select all cases on the page you’re viewing can also be checked. To select up to 100 rows, change the Results Per Page to 100.
3. Click Perform Action.
4. Click Change Status.
5. Status, Reason, and Notes must be filled out before the new status can be submitted.

Change Case Status: From the Case detail view

1. Visit the Case detail view for a specific case.
2. Click Take Action.
3. Click Change Status.
4. Status, Reason, and Notes must be filled out before the new status can be submitted.

Closing a Case

After navigating to the Case Status modal, select the status Close. Confirm the changes look right by clicking Yes or click Edit/Cancel to continue editing.

For a case to be considered Closed, it must be changed to the case status Close. If a Close Case Status doesn’t exist yet, a new case status must be created. Refer to the article “Case Status” on additional steps to add new case statuses.

Once a case is Closed, it cannot be reopened and no further action can be taken on a case.

Escalating a Case

Escalating is an available action to take on a case when an agent is viewing the case they have been assigned. Agents can escalate one of their cases to another agent for additional review and further triage.

1. Visit the Case detail view for a specific case that is assigned to you.
2. Click Take Action.
3. Click Escalate Case.
4. Select a person to escalate to.
5. Add an optional note.
6. Click Assign.

When a case has been escalated, a new flag will appear on the case to indicate it has been escalated. From the Case Management queue, an orange “E” will appear next to the assigned agent under the “Assigned Agent” column.

From the Case detail view, an orange “Escalated” flag will appear next to the Case Status in the Case header.

Add a Manual Alert

When agents detect additional suspicious activity made by an entity with a open case, but was not alerted by the Workflow, additional alerts can be manually added. Agents can select the type of alert and add relevant information in a note. Manual alerts are displayed alongside any other alerts on a case in the Alerts Triggered section of the Case view.

1. Visit the Case detail view for a specific case that is assigned to you.
2. Click Take Action.
3. Click Add a Manual Alert.
4. Select an alert to add from a list of case-generating tags. Only tags of the same Case Type as the case being updated can be added to the open case.
5. Add an optional Note.
6. Click Add Alert.

Once a manual alerts has been added, it can be viewed in two places from the Case detail view:

• In the Overview section with any other alerts.

  

• In the Timeline section with the associated note and information about when/who added the manual alert.

  

Create Report

Built-in suspicious activity reporting capabilities within the Case view allows agents to efficiently and accurately complete a suspicious activity report (SAR). Agents with the permission

Refer to the article “Case Management: Suspicious Activity Reports (SAR)” for additional details on SAR filing and how to create a report within the dashboard.