> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zenoo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How Do I Resolve a Case?

> Walk through the full case lifecycle in Zenoo Case Management — from a case landing in your queue to closing it with all alerts resolved.

# How Do I Resolve a Case?

A case represents a full compliance investigation. This guide walks through the typical lifecycle of a case from the moment it appears in your queue to when you close it. Along the way, you will review alerts, request information, collaborate with colleagues, and document your decisions.

## What you'll learn

* How a case arrives in your queue
* How to move a case through each status
* When and how to escalate
* How to request client input
* What is required before you can close a case

## Case lifecycle overview

```mermaid theme={null}
stateDiagram-v2
    [*] --> New: Case created
    New --> InProgress: Analyst opens case
    InProgress --> ClientInput: Need customer info
    InProgress --> InternalReview: Need approval
    InProgress --> Closed: All resolved
    ClientInput --> InProgress: Info received
    InternalReview --> InProgress: Returned for rework
    InternalReview --> Closed: Approved
    Closed --> [*]
```

## Walk through each stage

<Steps>
  <Step title="Case lands in your queue (New)">
    When a verification flow generates results that need review, a case is created with status **New**. The case appears in the case queue, showing:

    * **Case name** — auto-generated reference number
    * **Type** — Onboarding, Review, or Perpetual
    * **Priority** — Critical, High, Medium, or Low
    * **Primary entity** — the company or person under investigation
    * **Open alerts count** — how many alerts need attention
    * **SLA due date** — when the case must be resolved

    Cases are sorted by priority. High-priority cases with approaching SLA deadlines appear at the top.
  </Step>

  <Step title="Open the case (In Progress)">
    Click the case to open it. The case detail view shows:

    * **Header** — case reference, type, status, priority, SLA countdown
    * **Entity panel** — all entities linked to this case (company, directors, UBOs, shareholders) with their verification statuses
    * **Alert panel** — all alerts on this case, grouped by entity
    * **Risk panel** — the current risk assessment with 4-dimension scores
    * **Activity timeline** — comments, status changes, and audit events

    Opening the case automatically transitions it to **In Progress**, signaling to your team that someone is working on it.
  </Step>

  <Step title="Review each alert">
    Work through the alerts on the case. For each alert:

    1. Read the alert details and screening hit data
    2. Check the AI research results if available
    3. Investigate using the entity context and related documents
    4. Choose a resolution: Approve, Decline, Escalate, or Request Document

    See [How Do I Review Alerts?](/guides/case-management/review-alerts) for the detailed alert review process.

    <Tip>
      Start with high-priority alerts and sanctions hits. Resolving the most critical issues first gives you a clearer picture of the overall case risk.
    </Tip>
  </Step>

  <Step title="Request client input (if needed)">
    If you need additional information or documents from the customer, change the case status to **Client Input**. This:

    * Pauses the SLA clock (the customer's response time is not counted against your SLA)
    * Signals to your team that the case is waiting on external input
    * Can trigger an email notification to the customer (if configured)

    When the customer responds, move the case back to **In Progress** to resume your review.
  </Step>

  <Step title="Escalate for internal review (if needed)">
    If a case requires approval from a senior reviewer or compliance officer, move it to **Internal Review**:

    1. Click **Escalate** on the case header
    2. Select the escalation target (your manager or a designated senior reviewer)
    3. Write an escalation note explaining why the case needs senior review
    4. The case status changes to **Internal Review** and the escalation target receives a notification

    The senior reviewer can:

    * Return the case to you (back to **In Progress**) with feedback
    * Approve the case and close it
    * Add their own review notes and comments

    <Info>
      Cases that breach their SLA deadline can be auto-escalated to your manager if this feature is enabled. See [Track SLA Compliance](/guides/case-management/track-sla).
    </Info>
  </Step>

  <Step title="Close the case">
    Once all alerts are resolved and you are satisfied with the investigation, close the case:

    1. Verify the open alert count is **0** — you cannot close a case with unresolved alerts
    2. Review the risk assessment and confirm the risk tier is accurate
    3. Click **Close Case**
    4. Write resolution notes summarizing your findings and the overall decision
    5. The case status changes to **Closed** and a completion timestamp is recorded

    <Warning>
      Closure is final. Once a case is closed, its status cannot be changed. Make sure all alerts are resolved and your resolution notes are complete before closing.
    </Warning>
  </Step>
</Steps>

## How does risk get recalculated?

Each time you resolve an alert, the system recalculates the case's risk score. The risk score reflects:

* The severity and count of remaining open alerts
* The most recent approved risk assessment (if one exists)
* The alert categories present on the case

After closing all alerts, the final risk tier (High, Medium, or Low) is locked in. See [How Do I Read Risk Scores?](/guides/case-management/understand-risk-scores) for details.

## What's next?

<Columns cols={2}>
  <Card title="Review Alerts" icon="bell" href="/guides/case-management/review-alerts">
    Detailed guide to investigating and resolving individual alerts.
  </Card>

  <Card title="Manage Entities" icon="sitemap" href="/guides/case-management/manage-entities">
    Work with the entity hierarchy during your investigation.
  </Card>

  <Card title="Collaborate With Your Team" icon="users" href="/guides/case-management/collaborate-with-team">
    Add reviewers and discuss the case with colleagues.
  </Card>

  <Card title="Read the Audit Trail" icon="scroll" href="/guides/case-management/read-audit-trail">
    Verify that every action on the case is recorded.
  </Card>
</Columns>