Tech Support track # CS0379464
Bank raised a concern where an Analyst without access of Strategy can Check out Alerts available under Strategy > Queue. Bank requested a feature request to control visibility & access by restricting Strategy.
1. Bank routed an Alert (refer screenshot) with final assessment i.e. “CONFIRMED FRAUD” to a new Queue “CONFIRMED_FRAUD” under Strategy “CONFIRMED_DECISION”. 2. Analysts “Ashwal T R” is not in “Representative Assignment” list of the Strategy “CONFIRMED_DECISION” and kept Direct Servicing enabled in the Strategy. 3. Now, when Analyst “Ashwal T R” logged in, he can’t see the “CONFIRMED_DECISION” Strategy under Strategies section of Alerts Summary page, and this is expected behavior. 4. However, when he searched for the Alerts using Account Number, he can see the aforementioned Alert tagged in “CONFIRMED_DECISION” Strategy and he was able to Check out the Alert and change the Assessment once again. 5. Bank’s concern is that the Analyst “Ashwal T R” should not be able to view and check out Alerts available under “CONFIRMED_DECISION” (Strategy) > “CONFIRMED_FRAUD” (Queue).
While Bank understand the best practice that the Analyst will not search for Alerts by fetching it from SOR database, but Bank is pointing towards a scenario where, • Analyst “Ashwal T R” may receive a new Alert through Priority or Direct servicing where CONTACT_VALUE (Customer ID) is same as the previous Alert tagged in restricted strategy “CONFIRMED_DECISION”. • Now under “Alerts” dropdown of the CONTACT, the previous Alert tagged in restricted strategy “CONFIRMED_DECISION” will be visible along with new alert and will be available for Check out.
Bank’s ask is if we can restrict Alert visibility or actioning through restricting Strategy access which is not supported as we understand. Alerts placed under the same Contact entity can be actioned irrespective of Alerts placed under restricted Strategy.
Note, Analyst has the access of the Multi-org of the Alert.
Refer screenshot below.
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