This page is a ticket queue for customer screening alerts — the tickets raised when a customer matches a sanctions, PEP, or watchlist record. Open it from Alerts > Customer screening alerts.
This page is available when your institution has the Customer Screening product. Transaction screening is not required.
Looking to check a name against the lists by hand? That lookup now lives on its own Manual screening page, under Screening for institutions with the Screening product — it was removed from here to avoid duplicating the same tool in two places.
The alert list
The page lists the tickets generated from customer screening. By default, completed tickets are excluded so you can focus on open work items; the heading shows how many alerts match the current filters (open ones, by default) and, after the dot, how many are closed in total.
Open an alert with the magnifying glass icon (Ctrl/Cmd-click for a new tab); a plain click only highlights the row. Tick one or more alerts to Assign them in bulk, or use assign yourself. Tickets work the same way as on the All tab under Alerts: you can assign them, update statuses and add comments. Customer screening tickets always carry the category DEN (Denied Entity), so the category cannot be changed. The key difference is that this view is pre-filtered to customer screening tickets only, so you don't need to manually filter out transaction screening or monitoring tickets.
Filtering tickets
Click Show Filters to open the filter panel with options to narrow down the ticket list. To jump straight to one ticket, type its number into the Search by ID box next to the filters and press Enter. A pasted reference such as #763 works too, and the lookup ignores the status and "my tickets" filters, so a closed ticket is always found.
Notable filters:
| Filter | Description |
|---|---|
| Status | All Statuses, Open or Closed |
| Closure Reason | Filter by how tickets were resolved: No Action Required, Issue Resolved, False Positive or Escalated Externally. Useful for auditing how many alerts ended as false positives |
| Assigned To | A colleague, or Unassigned |
| Title / Description / Sequence Number / Label | Text searches; Enter in a text box applies the filters |
| Created After / Created Before | Limit to tickets created in a date range |
| Category | Offers only DEN (Denied Entity) here, since every customer screening ticket carries that category. The filter matters on the All tab, where several ticket types mix |
| Exclude completed tickets | On by default — uncheck to include already-resolved tickets in the list |
| Only show my tickets | Filter to tickets assigned to you |
How tickets are raised
Customer screening raises one ticket per customer, linked to the customer record, when a screening run finds a match that is not cleared by a whitelist. A customer already flagged as sanctioned is not ticketed again on later runs: the existing ticket is updated with the new or resolved matches instead. If that ticket was deleted, the next run with a match raises a replacement. The ticket is titled Customer Sanctions Match - customer number - name and describes the customer, the screened entries and each match. A later run that finds a new match reopens a closed ticket; a match you closed as False Positive or No Action Required is not raised again unless the watchlist entry itself changed.
Exporting tickets
Click Export to download the current ticket list as CSV or Excel, choosing the columns and a record limit (10,000 at most per export). The export respects any active filters, so apply your filters first to export a targeted subset.