Auto-Resolution is the process for resolving dispute cases without manual review. Case Central® allows an administrative user to set parameters for sending a case down the auto-resolution path, which will generate a response and close the case automatically.
These Auto-Resolution Rules drive the routing and processing of cases and determine which cases are candidates for an automated response. The criteria applied can be based on a wide range of data fields holding consumer, account, dispute, or case information.
This feature can increase an organization's efficiency by rerouting cases that are not deemed to require a full review. However, implementation of Auto-Resolution Rules is optional and should be done at the discretion of the organization.
Note
A percentage of cases that qualify for Auto-Resolution can be sent for QA Review as a control measure to "audit" whether the Auto-Resolution Rules are functioning as intended. This logic is defined by the QA Review Threshold Rules. When QA Review Threshold Rules have been set up for Auto-Resolution, cases will be automatically routed to the QA Reviewer without the Case Lead working the case first.
Administration Guide
Who Can Use this Feature?
Management and use of this feature is available to all users with an Administrator license, by default. Users with a Standard license who have been granted Auto-Resolution Rules site rights also have access to this feature.
Where Is It Set Up?
To access the Auto-Resolution Rules page, click on the vertical sidebar menu. Then go to → .
Key Terms
Exclude from Auto-Resolution
Exclude from Auto-Resolution allows a user to add exclusions if there are certain cases that should never be auto-resolved. Note, cases without a single system of record or Dispute Code are automatically excluded from auto-resolution by default. Also note that if a case does not match any of the Auto-Resolution Rules, it will proceed through the typical dispatch process.
Custom Match Variables
A Custom Match Variable is a configured data object, containing a logical grouping of data fields used to drive Auto-Resolution Rules. Administrative users can create and manage Custom Match Variables as needed to support their organization's processes and procedures.
Helpful Tips
Plan Ahead
Before setting up Auto-Resolution Rules in Case Central®, outline the rules for your organization. Determine which cases should be considered for auto-resolution and, specifically, which cases should be excluded and never auto-resolved.
Important
Only one rule set can be created per e-OSCAR® Response Code for Auto-Resolution Rules.
Only one rule set can be created for Exclude from Auto-Resolution.
Configuration Best Practices
Be sure to use the Test Rules functionality to verify your rules are working as expected before they are released for use in Production.
Match Parameters
Create a Custom Match Variable
Click the
icon and select Manage Custom Variables. The 
icon will appear in the upper righthand corner of the screen. Click it to open the panel.Enter a Name for the variable using only letters. Numbers, spaces, and special characters are not allowed.
This will be the unique name used by the system for this variable. Once created, it cannot be changed.
Enter a Display Name for the variable. This will be the name shown to admin users on the Auto-Resolution Rules page. If nothing is entered in this field, the value entered for the Name field will be used here as well.
The Display Name can be edited later if needed.
Enter the Fields from the dropdown list to be grouped for use in the Auto-Resolution Rules. By selecting multiple fields, a rule can be created using this Custom Match Variable to evaluate whether all of the selected fields match, or if one or more do not.
Note
As with rules using a single data field, Case Central® will compare the most recent Source of Record values to the corresponding values in the originating dispute.
Click the Create button to generate the new variable.
Managing Auto-Resolution Rules
To create an Auto-Resolution Rule, click on the
button or the 
link in the section.Select the Response Code that should be sent to e-OSCAR® for the particular rule set and click Add. This will create the rule-set section for the Response Code.
Note
Each response code can only be selected once. If a response code has already been used, it will be grayed out and cannot be selected again.
Set the filter for the rule set section. This can be set to either All of these are true or Any of these are true. Select All of these are true if you want all of the conditions built to be met (this is like an AND statement) or select Any of these are true if you just want any of the conditions to be met (this is like an OR statement).
Click on the
button underneath the filter.Select the field you want to evaluate from either the Core Values list of data fields or the Custom Values list containing the Custom Match Variables that have been created previously. Then select the comparison operator and the value(s) against which the data will be compared.
Continue to add rules until you have fully built out your logic.
If the logic you need to build is more complex and needs to be a combination of AND and OR statements, you can click on
, which will allow you to build conditional logic within the original rule.If you need to remove a condition from a rule, click the
icon to the right of the condition and the entire line will be removed.
To create an Exclude from Auto-Resolution rule, click on the
button or the link in the section.Next, select the filter option you want to use. This can be set to either All of these are true or Any of these are true. Select All of these are true if you want all of the conditions built to be met (this is like an AND statement) or select Any of these are true if you just want any of the conditions to be met (this is like an OR statement).
Click on the
button underneath the filter.Select the field you want to evaluate, the comparison operator, and then the value(s).
Continue to add rules until you have fully built out your logic.
If the logic you need to build is more complex and needs to be a combination of AND and OR statements, you can click on
, which will allow you to build conditional logic within the original rule.If you need to remove a condition from a rule, click the
icon to the right of the condition and the entire line will be removed.
Rules will not be active in the system until they have been published. Once you have created all of the rules, click the
button in the upper right corner of the screen.You may access previously published versions by clicking on the
icon in the upper right side of the screen and select Show Published Versions. This will direct you to a screen that lists all published rule versions.
Export
Click the
icon to open the menu and select Export.You will receive a message prompting you to either open or save the file.
Save the file if you plan on importing it into another Case Central® environment later.
Import
Click the
icon to open the menu and select Import.A panel will open prompting you to select the JSON file that you wish to import into the system.
Publish the rules after they have been imported in order for them to be live in the system.
To test Auto-Resolution Rules, the rules must be published first.
Once the rules have been published, click on
.This will open a window where you can enter a case number and then click Run.
You will get a message that states if the case meets the criteria or not. It is good to test cases that you know both should and should not meet the rule conditions.
The procedure for deleting an Auto-Resolution Rule and an Exclude from Auto-Resolution Rule is the same.
Click the
icon on the right-hand side of the rule in order to delete the rule set.