Fraud Investigation Role Permission

Investigation Using Agent Cases 5-5

2. Click Search.

If multitenancy is enabled, search results display all the cases whose users belong to the organizations that the CSR has access to if they match the search criteria. User less cases are part of the result set if the case owners Organization ID is on the agents access permission list and the case matches the search criteria. Searching for Overdue Cases By default Escalated and Agent cases expire after 24 hours and become overdue. The overdue flag is then set. When Investigators access the case, the expiration date is reset. To search for overdue Agent cases, select Shown Only Expired as the Expired filter. The cases with dates and time in red in the Expiration Column are overdue cases. Disposition To filter cases by dispositions, you can select: ■ Confirmed Fraud ■ Duplicate ■ False Negative ■ False Positive ■ Issue Pending ■ Issue Resolved ■ Not Fraud The disposition describes the way in which the issue was resolved in a case. Cases only have dispositions when they are closed. If a case has any status besides closed, the disposition is left blank. Last Action Search based on the last action that was taken in case. Notes Search for cases that contain specific keywords in their log. For example, if you search for all Agent type cases that contain the word chargeback, a case with a note that contains The device used seems to be related to a number of chargebacks would return in the list of cases. Created by Search by user name of the agent who created the case. Current Owner Search by user name of the agent who is working on this case currently who performed the last action Table 5–3 Cont. Search Filters Filter Description 5-6 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager Figure 5–1 Overdue Cases

5.5 Viewing, Editing, and Creating Cases

Procedures to view, edit, and create are listed below.

5.5.1 Viewing a List of Cases

From the Cases Search page, enter filter criteria and click Search. The Search Results table displays the list of cases you filtered for.

5.5.2 Viewing a List Cases You are Currently Working On

From the Cases Search page, enter your user name in the Current Owner field to locate cases that you are currently working on and click Search. The Search Results table displays the list of cases you are currently working on.

5.5.3 Viewing Agent Case Details

The Agent Case Details page is opened when you create a case successfully. You can also open the Agent Case Details from the Search results for cases that belong to any user belonging to a group you have access to or cases that are associated with your Organization ID. Agent and Escalated cases contain the following tabs: ■ Summary - Lists the details about the case Note: You can only open one case at a time. An error occurs if you try to open more than one case.