Continuing the discussion from Implementing Get-Next-Work in SD AA with the claim/dispute relationship:
Not sure there is Claim-level ownership in the product at this time. Perhaps the best thing to do would be to implement an “Owner” property the parent-level claim and child-level transaction dispute cases, along with some functionality to propagate those values up and down if needed. Note that each of the child level transaction disputes have their own independent lifecycles.
- When dispute is first picked up in the back office, if it doesn’t have an owner, set it and propagate the same to all other children within the claim
- If you have operational console for reassigning a dispute to someone else, set the owner accordingly and (like in 1) propagate the same to all other children within the claim.
Not sure if this is more or less work than routing the claim. Even if routing the claim is an option the issue is that the disputes will need to be worked at different times due to their independent lifecycles. If we want all transaction disputes within the claim to be worked by the same operator not just in the near term but in the longer term as well (e.g., chargeback several transactions today, handle a representment on one of them tomorrow, handle a respresentment on a different one three days later, handle Arbitration on one of them two weeks later), then we need something sticky on the cases.