CA Risk Authentication Administration Guide › Case Management › Case Management Overview › Case Management Components › How the Case Dispatcher Module Works

How the Case Dispatcher Module Works

The Case Dispatcher Module (referred to as Dispatcher) listens to the case requests from the individual CSRs at the Queue Server-end and "pushes" the cases (as per their order in the Queue) from the Case Queues to the individual Administration Console instances on demand.

This module works as follows:

1. When CSR logs in, the Dispatcher receives a request to fetch the next case.
2. The Dispatcher fetches the next case from the Queue(s) assigned to this CSR.
3. The Dispatcher acquires a lock on the selected case in the CA Advanced Authentication database.
4. The Dispatcher changes the status of the case from OPEN to INPROGRESS.
5. The Dispatcher updates the affected table with the name of the CSR from whose Administration Console instance the request originated.
6. The Dispatcher sends the case details back to the Administration Console instance, which then fetches the transactions for the case and displays them on the screen for the CSR.
7. The Administration Console instance also sets a Timeout for the displayed case details.

   This prevents the CSR from opening a case page and then not working on it within the pre-defined time interval. If the current case allocation to the CSR times out, an appropriate message is displayed to the CSR. The case subsequently times out and its status is changed to OPEN.

8. If the currently displayed case does not timeout and the CSR moves to the next case in the Queue, the case status is changed from INPROGRESS back to OPEN.

   The CSR can view the next case by clicking the Go To Next Case button on their screen.