Case Management
Case Management brings investigation work from licensed OneView modules into one controlled workspace. An authorized user can open a case, assign it to an operational queue or person, link source records as evidence, record notes and tasks, move the investigation through an approved workflow, and retain the complete history locally.
Case Management is a separately licensed native Module. It has no Sub-modules and does not require a vendor
connection. Its pages appear only when the installed release supports case_management, the signed license includes
it, and the signed-in user has the required case permissions.
What a case contains
Every case has:
- A unique case number, title, description, type, priority, confidentiality level, one owning team, and one individual assignee. Every case requires both a team and an assignee at all times — there is no unassigned or team-only state.
- A controlled lifecycle from draft or open work through review, resolution, and closure.
- Linked source records with an immutable snapshot of the information available when the record was linked.
- Investigation tasks, including tasks that must be completed before resolution.
- Append-only investigation, decision, escalation, and correction notes.
- An ordered, hash-chained timeline of case actions.
- A disposition and resolution narrative when the case is resolved or closed.
Case data is stored in the client's PostgreSQL database. It is not sent to the OneView licensing service.
Supported source records
The current release can link these source record types:
| Source type | Typical use |
|---|---|
| Transaction | Investigate a transaction decision, customer activity, or counterparty |
| Customer | Group investigation work around a persistent customer profile |
| Verification | Preserve a KYC or screening result and its provider context |
| Transaction rule | Record the rule definition relevant to an investigation |
| User | Investigate authorized internal activity |
| Activity event | Preserve an administrative audit event |
| Vendor connection | Record the non-secret connection configuration involved in an event |
| AI conversation | Preserve the conversation header and model context for an authorized review |
Linking a source record does not bypass access controls. The reviewer must have permission to view the source record, and the source Module must still be licensed when the link is created. Credentials and other secret values are never copied into case evidence.
Starting an investigation
Open Case Management → Cases, then select Create case. Enter the investigation title and context, select the case type, priority, and confidentiality level, then choose the owning team and an individual assignee who is an active member of that team. Cases are opened immediately when created from the dashboard.
On supported source pages, such as a transaction detail page, Create case opens the same workflow and links the current record after the case is created.
Continue with Case workflow, Evidence snapshots, and Tasks and notes.