Cases are summary of alerts generated on an entity. A case requires agents to investigate historical activities on account to determine whether it is suspicious or not.
Since a case is defined on the entity-level, any transactions that trigger a case-generating tag will get appended to the entity’s existing open case of the same Case Type. A new case will only be created for the entity if all the existing cases of a given Case Type have a Close status or the entity never had a case opened before. Therefore, an entity can have multiple cases at one time if multiple alerts of different Case Types have fired for an entity. An alert can be associated to only one Case Type.
The Case detail view is where agents can review a case that was generated for an entity.
The Case detail view has the following sections that will be covered below:
Accessing Case Detail View
All agents can conveniently view and access cases by simply clicking on any specific case listed in the queue. By selecting a case from the Case Management queue, agents can review relevant details and perform actions on the case.
Roles and Permissions can also be configured so agents can action on cases of a specific Case Type by using the following permission:
| Category | Permission Name |
| Case Management::Case Type | Agent can take action on all or specific cases, based on their types |
Case Header
This section provides the specific information of the specific case being viewed, and allows user to perform various actions on the case.
The Entity Header will display the name of the entity for which a case has been opened. From here you can see the Alloy-generated Entity Token and, if supplied, the External Entity ID.
The Case Management section within will display the Alloy-generated case token; whether the case is Opened or Closed; the current Case Status of a case; the Case Type for the alerts that have generated the case or were added on to the open case; the day and time the case was opened; and which agent, if any, the case has been assigned to.
From this section, the following actions can be performed:
- Add to List - clicking the Add to List icon will add the Entity to a List.
- Upload Documents - clicking the Upload Documents icon will a document to be uploaded, from which the document can also be marked as evidence.
- Add Note - Add note to be associated with the entity.
- Change Status - Under the Take Action menu, change the status of the case, including closing a case.
- Create Report - Under the Take Action menu, start filing a SAR report.
- Add a Manual Alert - Under the Take Action menu, add additional alerts to the case.
- Assign or Reassign - Under the Take Action menu, assign or reassign the case to a new person to review the case further.
- Escalate Case - Under the Take Action menu, escalate the case to a new person to review the case further.
Overview
The Overview section provides an overview of the account information and the alerts that have been triggered. Alerts are created based on the configured case-generating tags in the Workflow.
The left panel is used to understand the account info. For example, the date the account was opened (to get a sense of how old the account is), account number, account type, and balance. This information is only displayed if the data is supplied to Alloy by API.
The account’s Status (shown as “Active” in the screenshot) is supplied to Alloy from your API calls. This status can also be changed by clicking the More Actions menu, then selecting Change Status. See more on the Change Status modal in the below “Change Modal” section.
The right panel in the Overview section, Alerts Triggered, displays all the alerts that have triggered for the entity while a case for the entity has been open. The earliest alert on the list is the alert that generated the case, but any alerts of the same Case Type that fire for the entity while a case is still open will append to the entity’s existing case.
By clicking the View Evaluation icon (paper icon), you access the transaction evaluation that triggered an alert.
By clicking the View Alert Details icon (magnifying glass icon), a modal will open provide additional context about the transaction that triggered the alert.
Recent Transactions
This section displays all the transaction details associated to the entity. Agents can apply filters, a set of additional columns, as well as export the selected result to a CSV.
- Filter By Date Range - filter transactions with a quick set of options, a manual date range, or all time.
- Filter By Flow - Filter by Credit or Debt transaction flow.
- Filter By Process Method - Filter by processing method. Options in this filter menu will depend on unique processing methods supplied to Alloy in transaction requests.
- Filter By Amount - Filter by quick amount or manually input minimum and maximum range.
- Filter By Category - Filter by categories. Options in this filter menu will depend on categories supplied to Alloy in transaction requests. Refer to Column Filter Options section for more information.
- Filter By Product Name - Filter by product name. Options in this filter menu will depend on product names supplied to Alloy in transaction requests. Refer to Column Filter Options section for more information.
- Filter By Interaction Point - Filter by interaction points. Options in this filter menu will depend on interaction points supplied to Alloy in transaction requests. Refer to Column Filter Options section for more information.
- ➕ - View and add additional filter options. Any selected filters from this menu will reset on next page visit.
- Export CSV - Export results under Recent Transactions as a CSV file.
- Column filter - Add or hide additional columns. Any selected selected from this menu will continue to be remembered on future page visits. All available columns and definitions are available below in the “Column Filter Options” section of this article.
- More Actions menu - action on a given transaction with the options Change Status or View Additional Data.
Column Filter Options
| Column Name | Description | API Endpoint | API Field |
| Transaction ID | Unique external identifier for the transaction | Transaction Evaluation | transaction_id |
| Date | Date of the transaction | Transaction Evaluation | transaction_date |
| Account Number | Bank account number | Transaction Evaluation | account_number of the source account |
| Product Name | Product Type of the account | Account Creation | product_name |
| Amount | Amount of the transaction in cents | Transaction Evaluation | amount |
| Status | Current status of a transaction | Transaction Evaluation | status |
| Transaction Type | Description of the internal unique code specifying transaction types | Transaction Evaluation | type_description |
| Transaction Description | A description of the transaction | Transaction Evaluation | description |
| MCC | The four-digit numbers that describe a merchant's primary business activity | Transaction Evaluation; Counterparty Creation | merchant_category_code of the destination or source account |
| MCC Description | Description of the MCC code | Transaction Evaluation; Accounts | mcc_description |
| Currency Code | Country of currency | Transaction Evaluation | currency_code |
| Transaction Code | Internal unique code specific to transaction types | Transaction Evaluation | type_code |
| Process Method | Platform of the transaction | Transaction Evaluation | transaction_type |
| Category | Category | Transaction Evaluation | category |
| Counter-Party Country Code | Country code of the destination account | Transaction Evaluation; Counterparty Creation | country_code of the destination account |
| Counter-Party Name** | Name of the destination account owner | Counterparty Creation | account_name of destination account |
| Counter-Party Sanctions ** | Sanctions match status of counterparty (No match or number of potential matches) | Transaction Evaluation (Counterparty Screening) | matches |
| Settled At | Settlement date of the transaction | Transaction Evaluation | settled_at |
| Is Approved | If the transaction was approved by the customer | Transaction Evaluation | is_approved |
| Approval Code | The approval code provided by the customer | Transaction Evaluation | approval_code |
| Interaction Point | Where the transaction took place | Transaction Evaluation | interaction_point |
| Is Reversal | If the transaction is a refund | Transaction Evaluation | is_reversal |
| Card Process Mode | Card Process Mode | Transaction Evaluation | card_process_mode |
| Is International Override | True if the transaction is international | Transaction Evaluation | is_international_override |
| Metadata | Custom field containing extra data from the customer | Transaction Evaluation | meta |
| Device Type Code | Device Type Code | Transaction Evaluation | device_type_code |
| Batch Identifier | If data created through batch ingestion, this identifies the batch ingestion day | N/A | batch_identifier |
| Is Triggered By User | Whether the transaction is initiated by the source entity. Mainly used to distinguish betweeh ACH push and pull | Transaction Evaluation | is_triggered_by_user |
| Outcome | Outcome returned by Workflow on the evaluation | N/A | outcome |
* API Endpoint column refers to the following:
Transaction Evaluation- Refers to[POST/evaluationsendpoint](https://developer.alloy.com/public/reference/post_evaluations) with the transaction dateAccount Creation- Refers to[POST/accountsendpoint](https://developer.alloy.com/public/reference/post_accounts) for the source accountCounterparty Creation- Refers to[POST/accountsendpoint](https://developer.alloy.com/public/reference/post_accounts) for the destination account
** These fields referenced to Counterparty Sanction Screening
Timeline
The Timeline section serves as an audit trail of the case in review. It lists out any changes made to the status and assignment, as well as any notes or document uploaded to this case.
Notes that can be added can be viewed by clicking View Note, or new notes can be added by clicking Add Note.
Previous Cases
The Previous Cases section allows you to reference any previous closed cases related to the entity.
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