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Hidden Real-Time Decisioning case management lets you trigger automated alerts on transaction events for manual investigation. Alerts generated according to your rule configurations can be assigned to the alert review queues. Individual alerts can then be assigned to different users, who can use the Alert Details page to analyze the alert at the account level and take action on it.

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Setting up your review system

The following sections describe the steps to take to set up your review system.

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Adding alert review queues

Alert review queues contain a list of alerts that you can assign to a team or an individual for investigation. To set up an alert review queue, follow these steps:
1
Navigate to the Review System Setup page.
2
Select Add Review Queue.
3
Select Event from the Type dropdown list.
4
Select an assignee from the Assignee dropdown list.
5
Click CONFIRM to save the alert review queue.

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Adding alert review statuses

Real-Time Decisioning provides three default alert review statuses: New, Open, and Closed. You can optionally define custom review statuses in addition to the default ones. To define custom review statuses, follow these steps:
1
Navigate to the Review System Setup page.
2
Select Add Review Status.
3
Enter a name for the new review status in the Name field.
4
Click ADD and repeat the previous step if you have more custom review statuses to define.
5
Click CONFIRM to save the review status(es).

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Working with review decisions

Use review decision sets to assign appropriate review decisions, such as Closed or Confirmed Fraud, to alerts. Your alert reviewers can select the appropriate review decision when reviewing transaction event alerts. The following sections describe the steps to take to add review decision sets.

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Defining review decisions

To define review decisions, follow these steps:
1
Navigate to the Review System Setup page.
2
Select Add Review Decision.
3
Enter a name for your review decision in the Name field.
4
Select an optional category label from the Category dropdown list.
5
Click ADD and repeat the previous steps if you have more review decisions to define.
6
Click CONFIRM to save the review decision(s).

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Adding review decision sets

To add a review decision set, follow these steps:
1
Navigate to the Review System Setup page.
2
Select Add Review Decision Set.
3
Enter a name for your review decision set in the Name field.
4
Enter a description for your review decision set in the Description field.
5
Select the review decisions you want to include in the review decision set from the Add Review Decision dropdown list.
6
Click CONFIRM to save your review decision set.

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Configuring review workflow buttons

Configure review workflow buttons to enable your alert reviewers to apply review decisions to transaction event alerts. To configure a review workflow button, follow these steps:
1
Navigate to the Review System Setup page.
2
Select Review Workflow Button.
3
Enter a name for the review workflow button in the Button Name field.
4
Enter a description for the review workflow button in the Description field.
5
Select a color for the review workflow button from the Color dropdown list.
6
Select which user roles can access the review workflow button in the Users in the following roles can see the button field.
7
Select Assigned User to enable the review workflow button for the specified review assignee.
8
Check the items that impact the review workflow button’s behavior in the The button is used to act on section:
  • Alerts: This selection enables the review workflow button to appear on the Alert Queue page and Event Details page for alerted events.
  • Non-alerting events or a mix of non-alerting events and alerts: This selection enables the review workflow button to appear in the Event Details page for unalerted events, and in the Event Table in the Knowledge Graph.
  • Entities: This selection enables the review workflow button to appear on the Entity Details page and in the Entity Table in the Knowledge Graph.
9
Enable Allow to change status to the following to allow reviewers to change the status of a case. If allowed, select all the statuses to which the reviewer can change the case.
10
Check Default status selection to specify the default status option when the reviewer clicks the review workflow button.
11
Check Allow to change queue to the following to allow reviewers to move a case to another queue. If allowed, select all the queues to which the reviewer can move the case.
12
Check Default queue selection to specify the default queue option when the reviewer clicks the review workflow button.
13
Check Allow to change assignee to the following to allow reviewers to assign a case to another user. If allowed, select all the reviewer accounts to which the reviewer can assign the case.
14
Check Default assignee selection to specify the default assignee option when the user clicks the review workflow button.
15
Check Make decision to allow reviewers to make decisions on a case. The reviewer can also configure the review workflow button to make the decision on a specific decision set or to use a decision set based on the event type. When selecting a specific decision set, reviewers must enter the decision set and a default decision selection.
16
Check Update List to allow reviewers to update the lists to which they have access.
17
Select a Comment option: Mandatory, Optional, or No Comment.
18
Select a Case Creation option to specify whether the review workflow button allows reviewers to create a case from it: No Creation, Optional, or Mandatory. If case creation is allowed—and the reviewer chooses to create a case—the reviewer is shown a range of options and inputs to create a new case from the existing alert event.

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Working with alerts

The following sections describe additional ways to work with alerts and alert queues.

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Automating alerts using rule actions

You can generate alerts and add them to any existing alert review queue using rule actions. To enable a rule to generate an alert, then send it to an existing review queue, follow these steps:
1
On the Rules Engine page, select the rule for which you want to generate alerts.
2
Select the REVIEW QUEUE action from the Rule Action dropdown list.
3
Select event from the Type dropdown list.
4
Select one or more existing review queues from the Queues dropdown list.
5
Save your rule.

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Using the Alert Queue page

The Alert Queue page displays a list of all alerts. Reviewers can use the Alerts Queue page to filter and sort alerts by alert time, review queue, assignee, review decision, and so on. Reviewers can also take action on alerts directly from the Alerts Queue page. This page is customizable. Contact your Marqeta representative for help setting up this page.

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Using the Alert Details page

The Alert Details page displays detailed information about an alert, as well as historical transaction information related to the alert. Reviewers can use the Alert Details page to review, assign, and take action on alerts. This page is customizable. Contact your Marqeta representative for help setting up this page.

Related topics

Real-Time Decisioning Dashboard Quick StartReal-Time DecisioningReal-Time Decisioning AuthorizationsReal-Time Decisioning Data StudioReal-Time Decisioning Feature Platform