2.2.1 Case Creation

Case Search

The cases are listed on the ECM UI based on the case type and user privilege. Cases are also created manually by privileged users by entering new case information. Cases are created based on the case type. The case types are displayed based on the logged-in user. For more information, see Creating Cases.

Note:

Manual case creation for KYC is not supported.

The Case Search enables to filter cases to view and investigate the Case List section. The Views search option represents pre-populated search queries and Case ID search criteria is mutually exclusive with all other filter criteria. Various other search criteria assist in filtering required cases for the investigation. For more information, see Searching Cases.

Case Investigation

The comprehensive case investigation is carried out for the selected case resolution using the Case Summary page. This page provides details of the selected case to have complete insight of the case for the analysis.

The Case Summary page has the Case Context section, which provides a snapshot of the selected case. It also has Case tabs, which provides the comprehensive details of the selected case in form of Operational tabs (mandatory tabs) and Business tabs (optional tabs, available based on the case type). For more information, see Investigating Cases.

Action on Case

After investigating the case, you can take appropriate action on the selected case or cases for the resolution. You can assign a case to other user and add evidence to the case. Using Take Action button, you can set due date, email a case, and take resolution action on the case. For more information, see Acting on Cases.

Case Audit History

The Audit History displays complete historic details of the case. This allows to view and analyze actions previously performed on the current case by the system or user and the date and time of the case action, status. This helps to save time to analyze a case details and determine the next course of action on the case resolution.

For more information, see Using Audit History.