Case Workflows

TrustGate provides flexible workflows for managing cases through their lifecycle, from assignment to escalation to resolution.

Case Assignment

Assign to User

curl -X POST https://api.bytrustgate.com/v1/cases/{case_id}/assign \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "assignee_id": "user_123",
    "note": "Please review this sanctions alert"
  }'

Assign to Team

curl -X POST https://api.bytrustgate.com/v1/cases/{case_id}/assign \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "team_id": "team_compliance",
    "note": "Requires senior analyst review"
  }'

Auto-Assignment Rules

Configure automatic case routing:

curl -X PUT https://api.bytrustgate.com/v1/settings/case-routing \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "rules": [
      {
        "condition": {
          "type": "sanctions",
          "priority": "critical"
        },
        "assign_to": "team_senior_compliance",
        "sla_hours": 4
      },
      {
        "condition": {
          "type": "verification",
          "priority": "medium"
        },
        "assign_to": "team_operations",
        "sla_hours": 72
      },
      {
        "condition": {
          "type": "pep"
        },
        "assign_to": "team_enhanced_dd",
        "sla_hours": 24
      }
    ]
  }'

Status Transitions

Update Case Status

curl -X PATCH https://api.bytrustgate.com/v1/cases/{case_id} \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "status": "in_progress",
    "note": "Beginning investigation"
  }'

Valid Status Transitions

┌─────────┐
│  OPEN   │
└────┬────┘
     │
     ├──────────────────────────┐
     │                          │
     v                          v
┌─────────────┐          ┌──────────────┐
│ IN_PROGRESS │──────────│  ESCALATED   │
└──────┬──────┘          └──────┬───────┘
       │                        │
       ├────────────────────────┤
       │                        │
       v                        v
┌──────────────┐         ┌──────────┐
│ PENDING_INFO │────────>│ RESOLVED │
└──────────────┘         └────┬─────┘
                              │
                              v
                        ┌──────────┐
                        │  CLOSED  │
                        └──────────┘

From	To	Allowed
open	in_progress	✅
open	escalated	✅
in_progress	pending_info	✅
in_progress	resolved	✅
in_progress	escalated	✅
escalated	resolved	✅
pending_info	in_progress	✅
resolved	closed	✅
closed	open	✅ (reopen)

Escalation

Escalate Case

curl -X POST https://api.bytrustgate.com/v1/cases/{case_id}/escalate \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "escalate_to": "user_senior_analyst",
    "reason": "Requires senior review - complex ownership structure",
    "urgency": "high"
  }'

Escalation Levels

Level	Escalate To	Use Case
L1	Senior Analyst	Complex cases, unclear matches
L2	Compliance Manager	Policy decisions, high-risk approvals
L3	MLRO/CCO	Regulatory filings, SAR decisions

Auto-Escalation

Cases escalate automatically when:

curl -X PUT https://api.bytrustgate.com/v1/settings/auto-escalation \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "rules": [
      {
        "trigger": "sla_breach",
        "escalate_to": "team_managers",
        "notification": true
      },
      {
        "trigger": "priority_critical",
        "max_time_unassigned_minutes": 30,
        "escalate_to": "user_on_call"
      },
      {
        "trigger": "multiple_hits",
        "hit_count_threshold": 5,
        "escalate_to": "team_senior_compliance"
      }
    ]
  }'

Adding Notes and Evidence

Add Case Note

curl -X POST https://api.bytrustgate.com/v1/cases/{case_id}/notes \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "content": "Verified identity documents against government database. All checks passed.",
    "visibility": "internal"
  }'

Attach Evidence

curl -X POST https://api.bytrustgate.com/v1/cases/{case_id}/evidence \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -F "file=@screenshot.png" \
  -F "description=Screenshot of government database verification" \
  -F "evidence_type=verification_result"

Evidence Types

Type	Description
document	Supporting documents
screenshot	System screenshots
verification_result	Third-party verification
correspondence	Customer communication
research	External research

Request Information

Mark as Pending Information

curl -X POST https://api.bytrustgate.com/v1/cases/{case_id}/request-info \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "info_needed": "Additional proof of address dated within last 3 months",
    "deadline": "2025-01-27T23:59:59Z",
    "notify_customer": true
  }'

Case Activities

Get Case Timeline

curl -X GET "https://api.bytrustgate.com/v1/cases/{case_id}/activities" \
  -H "Authorization: Bearer YOUR_API_KEY"

Response

{
  "activities": [
    {
      "id": "activity_001",
      "type": "status_change",
      "from_status": "open",
      "to_status": "in_progress",
      "user": "analyst@company.com",
      "timestamp": "2025-01-20T10:00:00Z"
    },
    {
      "id": "activity_002",
      "type": "note_added",
      "note_id": "note_123",
      "user": "analyst@company.com",
      "timestamp": "2025-01-20T10:15:00Z"
    },
    {
      "id": "activity_003",
      "type": "escalation",
      "escalated_to": "senior@company.com",
      "reason": "Requires senior review",
      "user": "analyst@company.com",
      "timestamp": "2025-01-20T11:00:00Z"
    }
  ]
}

SLA Management

View SLA Status

curl -X GET "https://api.bytrustgate.com/v1/cases/{case_id}" \
  -H "Authorization: Bearer YOUR_API_KEY"

{
  "id": "case_789012",
  "priority": "high",
  "sla": {
    "target_hours": 24,
    "elapsed_hours": 18,
    "remaining_hours": 6,
    "status": "on_track",
    "due_at": "2025-01-21T14:30:00Z"
  }
}

SLA Statuses

Status	Description
on_track	Within SLA timeframe
at_risk	Less than 25% time remaining
breached	SLA deadline passed
paused	SLA clock paused (pending info)

Bulk Operations

Bulk Assign

curl -X POST https://api.bytrustgate.com/v1/cases/bulk/assign \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "case_ids": ["case_1", "case_2", "case_3"],
    "assignee_id": "user_123"
  }'

Bulk Status Update

curl -X POST https://api.bytrustgate.com/v1/cases/bulk/status \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "case_ids": ["case_1", "case_2"],
    "status": "in_progress"
  }'

---

Next Steps

• Resolving Cases - Resolution procedures
• AI Assistance - AI-powered investigation help
• About Case Management - Overview