The Open Cases pages show all cases currently in an active status. Use them to review case workload, filter by type or status, and reassign case ownership in bulk. Two views are available: All (all case types) and Collection (collection cases only).
Availability: All clients Required permissions: managerdashboard:read (to access)
From the Manager Dashboard sidebar, select Open Cases > All. The page displays a table of all open cases.
| Column | Description |
|---|---|
| Select | Checkbox for selecting cases for bulk actions. A select-all checkbox in the header selects all visible cases. |
| Case | The case name or summary. |
| Case ID | The case identifier. Select to navigate to the case detail page. |
| Borrower name | The borrower associated with the case. |
| Owner | The agent assigned as case owner. Only visible when case ownership is enabled (config.tasks.enableCaseOwnership). |
| Case age | How long ago the case was created. |
| Created by | The agent or system that created the case. |
| Last updated | The date and time the case was last modified. |
| Last viewed | The date and time the case was last viewed by an agent. |
| Snoozed until | The date the case snooze expires, if snoozed. |
The Collection view adds these additional columns:
| Column | Description |
|---|---|
| Overdue total amount | The total overdue amount across associated loans. |
| Days overdue | The maximum days overdue across associated loans. |
| PTP Plan | Whether a promise-to-pay plan is active. |
| PTP plan upcoming due date | The next due date on the promise-to-pay plan. |
| Last successful payment | The amount and date of the most recent successful payment. |
The table displays 25 cases per page. Select the column management icon to show, hide, or reorder columns.
From the sidebar, select Open Cases > Collection. This page uses the same table structure as the All view but only shows cases with the Collection type.
Select the filter controls above the table to narrow results by any combination of:
| Filter | What it matches |
|---|---|
| Case type | The type of case. |
| Owner | The assigned case owner (when case ownership is enabled). |
| Active snooze | Whether the case is currently snoozed. |
| Product Type | The loan product type associated with the case. |
Filters combine with AND logic — results must match all active filters.
Select any column header to sort the table by that column. Select the same header again to reverse the sort direction.
Select a Case ID in the table to navigate to the case detail page at /crm/borrowers/:borrowerId/cases/:caseId. From there you can review case details, take actions, and update the case status.
When case ownership is enabled, you can reassign one or more cases to a different agent.
- Select the checkbox next to each case you want to reassign, or select the header checkbox to select all visible cases.
- The bulk action bar appears above the table.
- Select Reassign.
- In the reassignment dialog, select the agent to assign as the new owner.
- Confirm the reassignment.
All selected cases are reassigned to the chosen agent. Future tasks related to those cases will route to the new owner.
Note: The reassign option is only available when case ownership is enabled in your company configuration. If you do not see the reassign action, contact your administrator.