The system automatically updates case statuses based on specific triggers in the workflow. While investigation typically falls to the assigned user, any authorized user has the permission to close a case.
Note
You do not need to manually toggle these statuses; the system tracks activity (like page views and assessment updates) to move the case forward.
Use the following guide to understand how and when these transitions occur.
Status Definitions and Triggers
|
Status |
Definition |
Trigger |
|
UNASSIGNED |
The default state for new cases. |
Automatically applied when an event enters the workflow. |
|
ASSIGNED |
A user has been linked to the case, but work has not begun. |
Occurs when a user is assigned, provided they have not yet viewed the case details. |
|
UNDER INVESTIGATION |
The investigation is in progress. |
Automatically triggers when the assigned user visits the Case Details page. |
|
CLOSED |
The investigation is complete. |
Occurs when any authorized user sets the Fraud Assessment to Approve or Decline. |
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