How to create a Case Checklist

Each organization can have their own custom sections, fields, and validations in a case checklist. There are also conditional fields that can be triggered via a checkbox.

Contact your Unit21 representative and ask them to configure the case checklist the way you want. Be sure to specify:

  • The steps the agents should take detailed according to the support item types below
  • What action buttons should be blocked until all items are checked off

Supported Item Types

1. Checkbox

743743
{
  "key": "business_verifications",
  "label": "Business Verification",
  "type": "checkbox",
}

2. Text & Number Input

974974
{
  "key": "rule",
  "type": "input",
  "label": "Rule",
  "required": true,
  "autofill": {
    "type": "rule",
    "key": "title"
  }
}

3. Text Area

726726
{
  "key": "narrative",
  "type": "textarea",
  "label": "Explain your decision",
  "placeholder": "Enter narrative here...",
}

4. Date Range

809809
{
  "key": "review_period",
  "type": "date_range",
  "label": "Review Period",
  "required": true
}

5. Dropdown

978978
{
  "key": "bank_partner",
  "type": "dropdown",
  "options": [
    {
      "key": "stride",
      "text": "Stride",
      "value": "stride"
    },
    {
      "key": "bancorp",
      "text": "Bancorp",
      "value": "bancorp"
    }
  ],
  "label": "Bank Partner",
  "required": true,
  "autofill": {
    "type": "entity",
    "key": "custom_data.customer_raw.bank_partner"
  }
}

6. Warning label

11981198
{
    "key": "case_guidance", 
    "type": "label", 
    "label": "If case is not deemed suspicious; close alert"
}

7. Conditional Field with Validations

975975
{
  "key": "other_notes",
  "type": "textarea",
  "enabled_by": "other",
  "placeholder": "Elaborate here...",
  "validations": [
    {
      "message": "Other notes required",
    },
  ],
}

After the checklist is configured, agents will be able to:

  1. Find the checklist on the Investigation Checklist tab for an alert/case.
  2. Take an an action only after checking off each item in the list.

📘

Ask CS for help autofilling custom checklists for Alerts

When an alert is converted into a case, the investigation checklist can be transferred over, with some steps already pre-filled.

To configure this, contact your Unit21 representative and let them know what steps you'd like to pre-fill when turning an alert to a case.


Did this page help you?