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Case Management

Case Management is a centralized mechanism for tracking, investigating, and resolving non-standard, suspicious, or exceptional situations that arise at different steps of the identity verification workflow. The mechanism allows you to enable rule-based detection of such cases and handle them in a unified workspace.

Overview

Case Management functions as a dedicated lightweight investigation tool (or a simplified ticketing system) focused specifically on operational and compliance workflows within the IDV Platform. The table below outlines the key benefits of the solution.

Benefit Description
Unified workspace All customer data—documents, biometrics, verification results, PEP and AML alerts—is available to the analyst in a single interface.
Improved operational efficiency Once configured, the system automatically detects suspicious or non-standard situations, minimizing the risk of human error, missed cases, or result misinterpretation.
Accumulated decision history Each case decision is recorded and available at subsequent customer reviews, eliminating repeated work and reducing false positive rates over time.
Complete audit trail Each action in the system is logged with the user, timestamp, and rationale—ready to be provided to regulators at any time.

Case

A case represents an investigation unit that allows operators and compliance specialists to collect relevant information, track investigation progress, and make decisions related to suspicious activity, verification issues, or operational anomalies.

Each case entity has a specific set of attributes. For details, see the following table.

Attribute Data type Default value Values Description Requirement
ID guid — System-generated alphanumeric string Unique case identifier Required
Title string (<= 250) — Arbitrary title Short case summary Required
Description string (<= 5000) — Arbitrary description Case context description Required
Type enum Hit
  • Hit
  • Escalation
 Case type Required
Status enum New
  • New
  • In Progress
  • Open
  • Pending
  • Resolved
 Case lifecycle status Required
Priority enum Medium
  • Low
  • Medium
  • High
  • Critical
 Case priority Required
Profile array — One or more references to profiles Array of URLs
to the person profiles associated with the case		 Required
Session array — One or more references to sessions Array of URLs
to related sessions that created or updated the case		 Required
Assignee reference — Single reference to a user of the IDV Platform User assigned to investigate the case Optional
Comment string (<= 5000) — Non-empty string Investigation comment, added by the assignee Optional
Created at timestamp — System-generated timestamp value Case creation timestamp Required
Created by string — Name of an IDV Platform workflow Name of the workflow that created the case Required
Updated at timestamp — System-generated timestamp value Last modification timestamp Required
Updated by string — Name of an IDV Platform user Platform user who modified the case Required
History array — Array of [actor → action → result] entries Complete audit log Required

How It Works

Cases are generated automatically during workflow execution, but they require prior manual workflow configuration. When a case is created, the user investigates and manages it manually.

Workflow configuration

To configure a workflow to create cases, do the following:

  1. Navigate to the workflow step where you want to configure case creation.
  2. Access the Actions section and select the cases action in the workflow editor.
  3. Open the action details, complete the required fields, and configure the rule conditions for case creation.

Once the workflow reaches the step and the rule conditions are met, the system generates a case.

Working with cases

Cases are stored in the dedicated Cases module in the left navigation menu of the IDV Platform. The module displays the list of all cases created during workflow execution.

To start working on a case, assign it to yourself or another user. After you assign the case, you can:

  • Update the case status as your investigation progresses
  • Request additional checks
  • Track the history feed to review the timeline of all activity