# Working with cases Source: https://help.didit.me/investigations/cases Updated: 2026-10-12 A case groups the evidence for one investigation of a verification, person, company, transaction or network. Open, assign, move through stages, resolve. Open **Identity verification → Cases**. A case collects the records behind one investigation, moves through stages with a deadline, and closes with a recorded outcome. Cases open automatically from AML matches, transaction rules and workflows, or by hand with **Create case** on any verification, person, company, transaction or network. > **Note:** Cases are rolling out and may not be switched on for your organization yet. If > **Cases** is missing from the sidebar, it isn't available to you yet. Where these options are enabled, Cases also shows an Investigator estimate based on the period stated on screen, a card explaining its decision, and a named checker for a resolution awaiting approval. Report dialogs can offer a date range, PDF or CSV, and multiple cases. Plan prompts show the current price and case-owner allowance. Availability depends on the deployed services and your permissions; an unavailable value is not zero. A **case** is where an investigation lives. Instead of reviewing a suspicious verification, an AML match and two transactions separately, you put them in one case, decide once, and keep the reasoning, the notes and the outcome together for an auditor. ![The empty Cases list with saved views, filters and a setup checklist](https://help.didit.me/screenshots/cases-list-light.webp) *No cases yet. Saved views, filters and the getting-started checklist are available before the first case.* ## Where cases come from - **Automatically**, from AML screening matches, from a transaction rule whose action is **Open case**, and from workflows. - **By hand**, with **New case** on the Cases page, or **Create case** from a verification, a person, a company, a transaction, an event, a network, or an Investigator report, or **Open case** from the Inbox. When you create one, give it a title, add the linked records, and choose a **blueprint**, a **priority** and an **owner**. Linking a record to a case doesn't change its status: verifications and transactions keep their own decision until you resolve the case. ## Finding your cases The Cases page opens on **My cases**. The other views are **To approve** (cases waiting for your sign-off), **Unassigned**, **Due soon** and **All**. Narrow any view with the **Blueprint**, **Priority**, **Owner** and **Status** filters, or search by name, case ID or blueprint. **Save view** keeps a view with its filters, in this browser. Each row shows where the case came from (**Manual**, **AML screening**, **Transaction rule** or **Workflow**), its status, its stage, its priority, its owner and when it's due. Click a row for a quick preview, or open the full case. Where stages are available (they're rolling out), switch the layout from **List** to **Board** to see one column per stage and drag cases between them. ## Statuses | Status | What it means | |---|---| | **Open** | Someone is working on it | | **Awaiting information** | You've asked for more information and are waiting for it. The deadline is paused | | **Pending approval** | The case is resolved by one person and waiting for a second person to approve it | | **Resolved** | Closed with an outcome | ## Inside a case A case page has its evidence in sections on the left: **Overview**, **Review** (the checklist your blueprint asks for), **Evidence**, **AML screening**, **Linked records**, **Related cases**, **Requests**, **Reports** and **Activity**. On the right, **Details** shows the priority, who it's assigned to, who checks it, the team, key facts and tags. Use **Activity** to post notes and to see every change made to the case, by whom and when. ## Resolving a case Press **Resolve** and pick the outcome: - **Fraud or risk confirmed, act on linked records** - **Reviewed, nothing suspicious** - **Not enough evidence either way** - **Customer did not provide what was asked** - **Customer provided what was asked** For each linked record you can leave it as it is, approve it or decline it, so one decision applies everywhere it should. Every resolution needs an outcome and a note, and **Resolve** stays blocked until the required checklist items are done. If the blueprint uses **4-eyes review**, resolving sends the case to a second person (the checker) to approve before it closes. Nobody can approve their own finding. ## Escalating and transferring - **Escalate** moves the case to the blueprint its own blueprint escalates to. You choose a new priority and give a reason; both are required. - **Transfer** gives it to someone else. The case keeps its history, notes and deadline, and the new owner is notified in their Inbox and by email. A resolved case can be reopened with **Reopen case**. ## Blueprints, stages and deadlines A **blueprint** is a case template. Under **Cases → Blueprints** you decide, per kind of case: - the **stages** a case moves through and the deadline (SLA) for each one, in hours; - the **checklist** reviewers complete before resolving; - who handles the cases, how they're assigned, and the most active cases one person can hold; - whether cases can be escalated (and to which blueprint) or transferred, and whether 4-eyes review applies. Ready-made blueprints cover an AML investigation, a KYC review, a screening hit review and suspicious activity. **Routing rules** send each new case to the right team, checked from top to bottom with the first match winning. The deadline pauses while a case waits on the customer. ## Analytics and reports **Cases → Analytics** shows open cases, how many meet their deadline, the average time to resolve, and how cases split by stage, blueprint, team member and outcome. **Cases → Reports** builds regulatory reports from your cases, in PDF and XML, from report templates. ## Who can work on cases Viewing cases needs permission to list cases, and changing them needs write access to cases. Someone with read-only access can open a case and see everything in it, but the buttons that change it are disabled. See [inviting team members and setting roles](https://help.didit.me/account-organization/team-members-and-roles). ## Cases for transactions Transaction monitoring has its own **Cases** entry under **Transaction monitoring & Travel Rule**, for cases opened from flagged transactions. **Add to case** on a transaction attaches it to an existing case or creates a new one. See [how transaction monitoring works](https://help.didit.me/transactions-monitoring/transaction-monitoring-basics).