Searching for Cases

 
cara
 
You can search for specific transactions by using either the search criteria or Case ID. This topic guides you through the steps for:
What are the Fields in the Transaction Summary Page explains the fields that you will see in a typical Transactions Summary.
How to Search for Cases Using Search Criteria
To search for cases based on search criteria:
  1. Ensure that you are logged in with proper credentials (GA or OA.).
  2. Activate the
    Case Management
    tab in the main menu.
  3. Under the
    Case Management
    section, click the
    Search Cases
    link.
  4. From the
    Select Organization
    list, select the organization whose data you want to filter in the report.
    When the administrator has access to multiple perspectives in the system, the
    ALL ISSUERS
    and
    ALL ACQUIRERS
    options are available in the
    Select Organization
    drop-down list. Otherwise, you see the 
    ALL
    organizations option.
    The Search Cases page for criteria-based search appears.
  5. Enter the user identification information.
    The field differs based on the channel configured for the organization, as follows:
    • Default, ATM, POS, ECOM:
      Enter User Name
    • 3DSecure:
      Enter Card Number
    • IMPS:
      Enter User Name
    • Acquirer Organization ATM and POS:
      Enter Terminal ID
    If you selected
    ALL ISSUERS
    ,
    ALL ACQUIRERS
    , or
    ALL
    organizations in Step 4, this field is not enabled.
  6. From the
    Case Status
    list, select the status of the case that you want to view.
  7. To filter the cases based on
    one
    of the following criteria:
    • Select the pre-defined date range based on which you want to filter the case data in the
      Case Date From
      and
      To
      fields.
    • Select the
      Last Cases
      option and then select the time interval (in minutes) for which you want to see the latest cases that were generated.
  8. Select
    Decrypt Sensitive Information
    if you want to display the data in clear text.
  9. Click
    Submit
    to generate the Cases Summary page.
For a description of the fields on the Cases Summary page, see How to Use Cases Summary Page Fields.
How to Search for Cases Using Case ID
To search for cases based on case ID:
  1. Ensure that you are logged in with proper credentials (GA or OA.)
  2. Activate the
    Case Management
    tab in the main menu.
  3. Under the
    Case Management
    section, click the
    Search Cases
    link.
  4. From the
    Select Organization
    list, select the organization whose data you want to filter in the report.
    When the administrator has access to multiple perspectives in the system, the
    ALL ISSUERS
    and
    ALL ACQUIRERS
    options are available in the
    Select Organization
    drop-down list. Otherwise, you see the 
    ALL
    organizations option.
  5. Click
    Switch to Case ID Based Search
    .
    The Search Cases page for case ID based search appears.
  6. Enter the
    Case ID
    of the case that you want to search.
  7. Select
    Decrypt Sensitive Information
    if you want to display the data in clear text.
  8. Click
    Submit
    to generate the Cases Summary page.
For a description of the fields on the Cases Summary page, see How to Use Cases Summary Page Fields .
What Are the Cases Summary Page Fields
The following table describes the fields listed in the Cases Summary page.
Field
Description
Case ID
Click the Case ID link to look into the details of the case.
User Name/Terminal ID/Beneficiary IMPSID
  • The card number of the user (Default, Ecom, and Issuer ATM and POS channels)
  • The Terminal ID from where the transaction was performed (Acquirer ATM and POS channels)
  • The Beneficiary IMPSID (IMPS channel)
Organization
The organization to which the user belongs.
Case Status
The status of the case. The possible values are:
  • NEW
  • OPEN
  • INPROGRESS
  • CLOSED
  • ONHOLD
  • EXPIRED
Advice ID
The action suggested by RA after evaluating the Risk Score of the transaction. The possible values are:
  • ALLOW
  • ALERT
  • INCREASEAUTH
  • DENY
Queue Name
The name of the Queue to which the case belongs.
Matched Rule
The rule that matched and for which RA generated the case.
To view further details of the case and to work on the case, click the
Case ID
link on the Cases Summary page.