Case Basics

The following is a gist of managed cases in CA Advanced Authentication:

All transactions (login, wire transfer, or any transaction that your application is evaluating risk for) for a user that result in the Deny or Alert advice in the CA Advanced Authentication system are considered a case.
Meaning, one case can comprise multiple suspicious transactions for a user.
Every case provides information related to the user, transactions details, and case history.
There is a strict 1:1 mapping between a user and open cases. As a result if a case is already open for the user, then a new suspicious transaction is added to the existing case. A new case is not created if a user already has a case open.
At any time, a user can only have one open case in the system.
At any time, a view into the case from Administration Console shows all the transactions within the case that have not been handled by an administrator and, therefore, their Fraud status is still undetermined.
After a case is created in the system, it is not allowed to be closed as long as all the transactions within the case are not handled (marked as Fraud or Not A Fraud).
When a Customer Support Representative (CSR) handles all these transactions, they must close the case explicitly. Only then the case is considered to be closed.
If a case is closed, then any new warnings or suspect transactions for a given user result in the creation of a new case in the system. All new and future transactions are assigned to this new case.