# Manage Cases Case Management lets reviewers work through Sessions that need a manual look, such as those that failed automated checks. Each row in the table is a **case** tied to a Session. The **Case Management** page in Dashboard shows every case in your organization, along with details about each one. When you first open the page, the following columns appear. | Column | Description | | ----------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Assigned To** | The reviewer assigned to the case, or _Unassigned_ if no one has claimed it yet. | | **Issue** | The type of issue flagged on the case, if any: _Incorrect rejection_, _Incorrect approval_, _Bug_, or _Other_. | | **Opened By** | The user who opened the case. | | **Opened On** | The date and time the case was opened. | | **Resolved By** | The user who resolved the case, if it's been resolved. | | **Resolved On** | The date and time the case was resolved, if it's been resolved. | | **Case Status** | The current status of the case: _Unassigned_, _In Progress_, or _Resolved_. | | **Session Score** | The outcome of the case's Session: _Pass (Manual)_, _Fail (Manual)_, _Pending (Manual)_, _Needs Review_, _Pass_, _Warning_, _Not Applicable_, or _Fail_. | | **ID Type** | The type of identity document submitted in the Session. | | **Country** | The country associated with the Session. | | **Case Number** | The unique ID for the case. | | **Session ID** | The unique ID for the Session tied to the case. | | **Comments** | Any comments left on the case. | On this page, you can: - Filter the cases that are shown - Assign a case, or multiple cases at once, to a reviewer - Review cases assigned to you *** ## Filter Cases You can filter the list of cases by one or more criteria to find the cases you need. You can also use the status options above the table as quick filters. ### Use the Status Options 1. In the left menu, click **Case Management**. 2. Click **Unassigned**, **In Progress**, or **Resolved** to filter by case status. Click **Pass Manual** or **Fail Manual** to filter by session score. Once applied, the option shows the number of cases matching that filter. ### Use Add Filter 1. In the left menu, click **Case Management**. 2. Click **Add Filter** in the top left. 3. Select the filter you want to add: - **Session ID**: Enter the unique ID for the Session tied to the case you want to see. - **Assigned To**: Select the reviewer assigned to the cases you want to see. - **Opened By**: Select the user who opened the cases you want to see. - **Resolved By**: Select the user who resolved the cases you want to see. - **Case ID**: Enter the unique ID for the case you want to see. - **Issue Type**: Select the type of issue flagged on the case: _Incorrect rejection_, _Incorrect approval_, _Bug_, or _Other_. - **Status**: Select the current status of the case: _Unassigned_, _In Progress_, or _Resolved_. - **Session Score**: Select the outcome of the Session tied to the case: _Pass (Manual)_, _Fail (Manual)_, _Pending (Manual)_, _Needs Review_, _Pass_, _Warning_, _Not Applicable_, or _Fail_. - **Country**: Select a country from the drop-down. - **Created At**: Select a start and end date from the calendar to only show cases created in that range. 4. Click **Apply**. The table displays the cases that fit your criteria. 5. Repeat these steps to add any additional filters. *** ## Assign Cases If you have permission, you can assign a single case, or multiple cases at once, to a reviewer, including yourself. Once you assign a case to a reviewer, you cannot mark it as _Unassigned_ again. ### Assign a Single Case 1. In the left menu, click **Case Management**. 2. Click the value in the **Assigned To** column for the case you want to assign. This works whether the case is currently **Unassigned** or already assigned to someone. 3. In the **Assign a Case** dialog, search for and select a reviewer. 4. Click **Assign**. ### Assign Multiple Cases 1. In the left menu, click **Case Management**. 2. Select the checkbox next to each case you want to assign. Click **Cancel** to clear your selection. 3. Click **Assign Case**. 4. In the **Assign a Case** dialog, search for and select a reviewer. 5. Click **Assign**. *** ## Review Cases You can review cases that are assigned to you. 1. In the left menu, click **Case Management**. 2. Click the row for the case you want to review. You may want to [filter](#use-add-filter) the table to see all the cases assigned to you. The case opens, displaying [single Session view](https://developer.incode.com/docs/single-session-view), plus the following information: - **Account Executive**: The name of the account executive for this case's organization. - **Days in Review**: The number of days this case has been in review. 3. Click **Case Resolution** at the bottom. 4. In the Case Resolution panel, select an **Issue** from the drop-down: _Screen Selfie_, _Liveness_, _Screen ID_, _Paper_, _Tamper_, _Paper ID_, _Injection_, _FN_ (False Negative), or _Other_. 5. In **Resolve Case Reason**, enter details about the issue you identified and the case resolution. 6. Click one of the following: - **Resolve**: Change the case status to _Resolved_, but keep the session score the same. - **Fail**: Change the case status to _Resolved_ and the session score to _Fail (Manual)_. - **Approve**: Change the case status to _Resolved_ and the session score to _Pass (Manual)_. 7. Click **Next Session to Review** to open the next case assigned to you.