Case intake, observation auto-routing, and creation

Case Flow brings events (observations) into a governed case-management process. Cases can be created through API ingestion, manual user-interface creation, or observation auto-routing. Nexus Case Flow is integrated with Transaction Monitoring, Know Your Customer and Customer Screening batch cases currently (with more event types in development). Observation auto-routing adds a rules-based intake path for observations, so the service can either append an observation to an eligible existing case or create a new case. In practice, this feature determines how an event/observation becomes owned work. It enables the organization to avoid creating duplicate cases for related observations while preserving the ability to open a new case when the existing population is not an appropriate match. The routing policy therefore becomes a key control point: it influences the initial workflow, queue, user experience, and audit history for every automatically created case.

Route observations according to the observation type and the configured routing policy.
Append an observation to an existing case using criteria such as focal actor, closed-case eligibility, assignment state, case status, workflow, workflow step, and a defined lookback period.
Resolve more than one eligible case using an oldest or newest tie-breaker.
Create a new case when no eligible target exists, selecting a default workflow or a workflow rule matched by actor or observation attributes such as type, risk, jurisdiction, or business domain.
Copy jurisdiction and business-domain values from the actor or observation when the new-case rule requires it.

Steps to enable and configure

Select the intake paths in scope: API ingestion, manual creation, and/or observation auto-routing.
For each observation type, configure the target-case matching criteria, lookback period, tie-breaker, default workflow, and any new-case rules.
Publish and validate the target workflow and its initial workboard before enabling intake.

Tips and considerations

Give the Observation Auto-Routing Administrator permission only to users who own this control.
Define the matching and lookback rules with operations, compliance, and data owners; overly broad rules can combine unrelated work.