# Case Queues and Sub-Statuses

Case Queues and Sub-Statuses are specific to each use case. For example, you can create dedicated Queues and Sub-Statuses for a Consumer Onboarding use case, while a Business Onboarding use case has a different set.

Every use case has an **All Cases** queue by default, where all cases—regardless of status or decision—can be viewed.

RiskOS™ Case Management provides three main Statuses for a case: **Open, On Hold, and Closed**. Within these Statuses, teams can define Sub-Statuses to further refine the state of a case. For example, some teams might create an _Escalated_ Sub-Status if a case needs review by a manager, or a _Waiting on Documentation_ Sub-Status if more information is required from the end user.

## Set up Case Queues

### Step 1 — Navigate to Settings
To modify a Queue in RiskOS™, click your profile menu (top right), then click **Settings**.

### Step 2 — Add a new Queue
On the **Configurations > Queues** page, click **\+ Add**. In the **Add New Queue** pop-up, enter a name and description for the Queue. Be sure you’re working within the correct use case. You can see and change the active use case using the **Use Case dropdown** near the **\+ Add** button.

### Step 3 — Save and access your new Queue
Once you’ve entered the Queue name and description, click **Save**. The Queue is then available from **Cases** in the main navigation menu.

## Configure display columns
Each queue has configurable **display columns** that control which fields appear in the case listing table. Display columns determine the information reviewers see at a glance when browsing cases in a queue.

To configure display columns for a queue:
1. Navigate to **Settings > Configurations > Queues**.
2. Select the queue you want to configure.
3. Add, remove, or reorder the columns displayed in the case listing for that queue.

Each column has the following properties:

| Property | Description |
| --- | --- |
| **Name** | The display label shown in the column header. |
| **Alias** | The internal field identifier mapped to evaluation data. |
| **Data type** | The data format (for example, string, datetime, array). |

Different queues can display different columns, allowing you to tailor the case listing to each review workflow. For example, a fraud review queue might display risk scores and enrichment flags, while an onboarding queue might display applicant name and submission date.

## Configure case retention
Each queue has a **closed cases retention period** that controls how long closed cases remain visible in the queue. After this period, closed cases are removed from the queue view.

| Setting | Default | Description |
| --- | --- | --- |
| **Closed cases TTL** | 72 hours | Duration (in hours) that closed cases remain visible in the queue after closure. |
| **Maximum allowed cases** | 10,000 | Maximum number of cases a queue can hold at one time. |

Contact your Account Manager to adjust these values for your queues.

## Set up Statuses

### Step 1 — Navigate to Settings
To modify a Queue in RiskOS™, click your profile menu (top right), then click **Settings**.

### Step 2 — Add new Sub-Statuses
On the **Configurations > Statuses** page, click **\+ Add**. In the **Add New Sub-Status** pop-up, enter the Sub-Status name, select the parent Status, choose a color to represent it, and add a description.

Be sure you’re working within the correct use case. You can see and change the active use case using the **Use Case dropdown** near the **\+ Add** button.

### Step 3 — Save your new Sub-Status and use it in workflows or Case Management
Once you’ve entered the required information, click **Save**. The Sub-Status is then available for use in workflows and Case Management pages.

Updated 2 months ago