Cases Rail

Cases Rail

Case management, workflow automation, and SLA tracking.

Overview

The Cases Rail provides endpoints for managing operational cases, workflow automation, assignment rules, and SLA monitoring.

Base URL

/api/v1/cases

Endpoints

Create Case

POST /api/v1/cases

Create a new case.

Request Body:

{
  "type": "INVESTIGATION",
  "category": "AML_REVIEW",
  "subject": "Suspicious activity review",
  "description": "Review triggered by AML alert",
  "priority": "HIGH",
  "relatedEntities": [
    { "type": "ALERT", "id": "alert_123" },
    { "type": "CUSTOMER", "id": "cust_456" }
  ],
  "dueDate": "2025-01-20T17:00:00Z"
}

Response:

{
  "data": {
    "caseId": "case_abc123",
    "caseNumber": "CASE-2025-0001",
    "status": "OPEN",
    "assignedTo": "agent_xyz",
    "queue": "AML_INVESTIGATIONS",
    "sla": {
      "responseDeadline": "2025-01-15T14:00:00Z",
      "resolutionDeadline": "2025-01-20T17:00:00Z"
    },
    "createdAt": "2025-01-15T10:00:00Z"
  }
}

Get Case

GET /api/v1/cases/:caseId

Retrieve case details.

List Cases

GET /api/v1/cases

Query Parameters:

Parameter	Type	Description
status	string	Filter by status
type	string	Filter by type
queue	string	Filter by queue
assignedTo	string	Filter by assignee
priority	string	Filter by priority

Update Case

PATCH /api/v1/cases/:caseId

Update case details.

Assign Case

POST /api/v1/cases/:caseId/assign

Assign case to agent.

Request Body:

{
  "assignTo": "agent_abc",
  "reason": "Specialist assignment",
  "notifyAssignee": true
}

Add Task

POST /api/v1/cases/:caseId/tasks

Add a task to the case.

Request Body:

{
  "title": "Request customer documentation",
  "description": "Contact customer for source of funds documentation",
  "dueDate": "2025-01-17T17:00:00Z",
  "assignedTo": "agent_xyz"
}

Complete Task

POST /api/v1/cases/:caseId/tasks/:taskId/complete

Mark task as complete.

Request Body:

{
  "notes": "Documentation received and uploaded",
  "attachments": ["doc_123"]
}

Close Case

POST /api/v1/cases/:caseId/close

Close the case.

Request Body:

{
  "resolution": "COMPLETED",
  "outcome": "NO_SUSPICIOUS_ACTIVITY",
  "summary": "Investigation concluded - no further action required",
  "findings": [
    "Customer activity consistent with profile",
    "Source of funds verified"
  ]
}

Get Case Timeline

GET /api/v1/cases/:caseId/timeline

Get case activity timeline.

Get SLA Status

GET /api/v1/cases/:caseId/sla

Get SLA status for case.

Response:

{
  "data": {
    "responseDeadline": "2025-01-15T14:00:00Z",
    "responseStatus": "MET",
    "respondedAt": "2025-01-15T12:00:00Z",
    "resolutionDeadline": "2025-01-20T17:00:00Z",
    "resolutionStatus": "ON_TRACK",
    "timeRemaining": "5d 5h"
  }
}

Case Types

Type	Description
INVESTIGATION	Investigation case
SERVICE_REQUEST	Service request
COMPLAINT	Customer complaint
CHANGE_REQUEST	Change request
INCIDENT	Incident case

Case Status

Status	Description
OPEN	Newly created
IN_PROGRESS	Being worked
PENDING	Waiting for input
ON_HOLD	On hold
RESOLVED	Resolved
CLOSED	Closed

Priority Levels

Priority	Response SLA	Resolution SLA
CRITICAL	1 hour	4 hours
HIGH	4 hours	24 hours
MEDIUM	8 hours	3 days
LOW	24 hours	7 days

Events

Event	Description
case.created	Case created
case.assigned	Case assigned
case.updated	Case updated
case.closed	Case closed
case.sla.warning	SLA warning
case.sla.breach	SLA breached

See Also

• Disputes Rail - Dispute management
• AML Rail - AML investigations