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Status Not under consideration
Workspace IBM Safer Payments
Components Business
Created by Guest
Created on Jan 25, 2023

Add Case Close Code attribute to Case history section in case investigation

The "Case history" table in cases only shows the "fraud status" assigned to a case not the (name) of the used case close code itself that triggered the action.

In case you have multiple case close codes with the same fraud status configured to them you can NOT discern WHY a case was actually closed. E.g. we have a few different case close codes for "unknown", "genuine" and "fraudulent" fraud status, e.g. like "OK - verified with customer" or "OK Verified without customer feedback". I think that is a very common configuratin, otherwise it probably does not make sense to have display codes at all.

It would really by great to see this info directly in the case history and not only the fraud status. Probably an easy extension that greatly improves the usefulness of the audit trail.

See screenshots:

Different case close codes with the same fraud status, the case close codes are "lost" however in the audit trail.

Needed By Quarter