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Pingwire User Handbook

This section provide details of the Pingwire system's functionalities. It focuses on the key components that Users encounter in daily operations to maintain the necessary AML/CTF standards.

Introduction to Case Deadline

Pingwire Support
  • Updated
  • min read

Abstract

 

The Case Deadline feature helps you manage time-sensitive work by automatically setting and tracking deadlines for pings and cases.

Deadlines are configured through rules and ensure that cases are prioritised based on urgency.

 

How Deadlines Are Set

Rule-Based Deadline Offsets

You can assign a deadline offset directly to a rule, and when the rule is triggered:

  • A ping automatically receives a deadline
  • The deadline is calculated from the ping’s creation date and time
  • The offset determines how many days are added.

Example: If a rule has a 7-day deadline offset and is triggered at 12:31 on 3 March, the ping deadline will be set to 12:31 on 10 March.

This ensures deadlines are applied consistently and automatically.

 

Case Deadline Logic

Automatic Deadline Inheritance

A case always inherits the deadline from included ping. When multiple pings are grouped into a case, the case automatically inherits the earliest (shortest) deadline among the included pings.

Example:
Ping 1 → 3-day deadline 
Ping 2 → 7-day deadline 
Ping 3 → 30-day deadline

The case deadline will automatically be set to 3 days.

This ensures the case reflects the most urgent underlying ping.

 

Manual Deadline Adjustments

For cases that have a deadline, the user can manually update the deadline of a case at any time. 

Deadlines can be changed:

  • Directly within the case view under 'Case details' 
  • In the pop-up when changing a case’s status

This is useful if, for example:

  • You are waiting for additional information from a customer 
  • The case is set to Pending 
  • Internal processes require extending or adjusting the deadline

Manual adjustments allow flexibility while maintaining control over prioritisation.

 

Viewing and Prioritising Deadlines

Deadline Column in Case List

In the case list there is a Deadline column, where the user can:

  • Sort cases by deadline 
  • Prioritise cases with the shortest time remaining 
  • Quickly identify urgent or overdue work

 

Visual Deadline Indicators

To make prioritisation easier, deadlines are colour-coded in the Case List:

  • Orange – Deadline is within 2 days 
  • Red – Deadline is within 24 hours 
  • Red (Overdue) – Deadline has passed

In addition, a live countdown (remaining time) is displayed next to the deadline date to clearly show how much time is left.

 

Summary

Case Deadline ensures that:

  • Deadlines are applied automatically through rules 
  • Cases inherit the most urgent deadline 
  • Users can adjust deadlines when needed 
  • Urgent and overdue cases are clearly visible

This improves prioritisation, transparency, and response times across your case handling workflow.

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