> ## Documentation Index
> Fetch the complete documentation index at: https://sigma-docs.pastelhq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage Case

> Assign, investigate, escalate, and close cases — everything that happens after a case is opened.

### Opening a Case

From the **Case Management** screen, click any case to open the detail view. The case detail screen shows:

* The case title, description, module, and linked record
* Current status and priority
* Assigned analyst and due date
* Task checklist
* Comment thread with attachments
* Full activity log

### Updating Case Status

Move a case through its lifecycle by updating the status from the case detail screen:

| Status          | When to set it                                             |
| --------------- | ---------------------------------------------------------- |
| **Open**        | Default when a case is created                             |
| **In Progress** | Once the analyst has started working the case              |
| **Resolved**    | Investigation is complete and a decision has been recorded |
| **Closed**      | All follow-up is done; case is fully closed                |

<Note>
  When a case is marked **Resolved**, Sigma automatically records the resolution timestamp. This timestamp appears in analytics and audit exports.
</Note>

### Reassigning a Case

To transfer ownership to another team member, use the **Reassign** option on the case detail screen. The new assignee receives an email notification. Both the original and new assignee are recorded in the activity log.

<Warning>
  Reassigning a case requires the `can assign case` permission. If you do not see the reassign option, contact your account administrator.
</Warning>

### Working Tasks

Cases can include a checklist of tasks set at creation or added later. From the case detail screen:

* Check off tasks as they are completed
* Each task completion is recorded in the activity log with the user who completed it and the timestamp

Tasks give managers a clear view of how much of the investigation has been done, even before the case is resolved.

### Comments and Collaboration

The comment thread on each case is the primary place for analysts to document their findings, ask questions, and record decisions.

When adding a comment you can:

* **Write free text** to document findings, reasoning, or open questions
* **Tag teammates** using `@username` to bring them into the investigation — tagged users receive a notification
* **Attach files** such as screenshots, reports, or supporting documentation

All comments are stored in order and cannot be deleted, maintaining the integrity of the investigation record.

### Escalating a Case

If a case requires a decision above the assigned analyst's authority, escalate it to a senior team member:

1. Open the case detail screen
2. Select **Escalate**
3. Choose the team member to escalate to

Sigma sends a notification to the escalation contact. The case is flagged as escalated in the case list. Escalation does not change the case status — the investigation continues in parallel.

To remove an escalation, clear the escalation contact from the case edit screen.

### Editing a Case

You can update the following fields after a case is created:

* Title and description
* Priority
* Due date
* Task list (add or remove tasks)
* Attachments
* Escalation contact

To edit, open the case detail screen and select **Edit Case**.

### Running an AI Investigation

For complex cases, Sigma can run an AI investigation to surface relevant context automatically. From the case detail screen, select **Run AI Investigation**. Sigma processes the case details and linked record in the background and returns a structured analysis with flagged patterns and relevant context.

<Note>
  AI investigation results are added to the case and logged in the activity trail. They supplement analyst judgement but do not replace it — the final decision is always recorded by a human.
</Note>

### Filtering and Sorting Cases

From the Case Management list view, you can filter and sort cases to manage your team's workload:

| Filter       | Options                                        |
| ------------ | ---------------------------------------------- |
| **View**     | My cases (assigned to me) / All cases          |
| **Status**   | Open, In Progress, Resolved, Closed, Escalated |
| **Priority** | Low, Medium, High                              |
| **Sort**     | Due date, Priority, Newest                     |
| **Search**   | Search by case title or description            |

### Analytics

The Case Management dashboard includes a summary of your team's case activity:

| Metric                   | Description                               |
| ------------------------ | ----------------------------------------- |
| **Open**                 | Total cases currently open                |
| **Overdue**              | Open cases past their due date            |
| **Resolved**             | Cases resolved in the selected period     |
| **Closed**               | Cases fully closed in the selected period |
| **Avg. completion time** | Average time from open to resolved        |

Use these metrics to track SLA performance and identify bottlenecks in your investigation workflow.

### Activity Log

Every case maintains an automatic log of all actions taken on it:

* Status changes
* Reassignments
* Escalations
* Task completions
* Comments added
* Attachments uploaded
* AI investigation runs

Each log entry includes the action, the user who performed it, and the timestamp. The log is append-only and cannot be modified, providing a tamper-evident audit trail for regulatory purposes.

<CardGroup cols={2}>
  <Card title="Create Case" icon="plus" href="/products/case-management/create-case">
    Open a new case from the dashboard or a linked record.
  </Card>

  <Card title="API Reference" icon="code" href="/api-reference/case-management/endpoint/create-case">
    Create cases programmatically via the API.
  </Card>
</CardGroup>