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.

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 the table to see all the cases assigned to you.

   The case opens, displaying 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.