Access to Cases Multitenancy

Managing and Supporting CSR Cases 4-35 ■ The Created By field shows democsr1. ■ The Current Owner field shows democsr1. 4. He searches for the case in the Log tab, and sees the Create Case action with ARM ID democsr1. 5. A session corresponding to the case exists. 6. The CSR, democsr1 adds notes to the case. CSRs can add notes to a case. 7. He goes back to the Logs tabs, and the action for the case is now Add Notes.

4.15.5.2 CSR is unable to Create Case Successfully for Organization and Login Combination

CSR named nabcsr1 has permission for group NAB. 1. The CSR logs in to the system. 2. The only Organization ID he can choose from is NAB because he has access only to NAB. 3. He tries to create a case for demouser1. ■ He selects the Organization ID, NAB ■ He enters demouser1 as the user name. demouser1 is a member of Default. 4. An error is displayed: Invalid application NAB and login demouser1 combination.

4.15.5.3 CSR is able to Create Case Successfully for Organization and Login Combination

CSR named nabcsr1 has permission for group NAB. 1. The CSR logs in to the system. 2. The only Organization ID he can choose from is NAB because he has access only to NAB. 3. He tries to create a case for demouser1. ■ He selects the Organization ID, NAB ■ He enters nabuser1 as the user name. nabuser1 is a member of NAB. 4. The case is created successfully.

4.15.5.4 CSR Has Access to More Than One Organization ID Is Unable to Create Case

CSR named supercsr1 has permission for groups NAB and Default. 1. The CSR logs in to the system. 2. Both Organization IDs NAB and Default are available from the dropdown. 3. He tries to create a case for nabuser1. ■ He selects the Organization ID, Default ■ He enters nabuser1 as the user name. 4-36 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager nabuser1 is a member of NAB. 4. An error appears with information that he cannot choose Default as the Organization ID and create a case for a NAB user.

4.15.5.5 CSR Has Access to More Than One Organization ID is able to Create Case Successfully

CSR named supercsr1 has permission for groups NAB and Default. 1. The CSR logs in to the system. 2. Both Organization IDs NAB and Default are available from the dropdown. 3. He tries to create a case for nabuser1. ■ He selects the Organization ID, NAB ■ He enters nabuser1 as the user name. nabuser1 is a member of NAB. 4. The case is created successfully.

4.15.5.6 CSR Who Cannot Access Any Organization Tries to Create Case

CSR named democsrm1 cannot access any organization. 1. The CSR logs in to the system. 2. He tries to create a new case, but he cannot select any Organization ID because he does not have access to any organization. He cannot create a new case with the necessary attribute. 3. When he tries a search, there are no results.

4.15.5.7 CSR Acts On Case

CSR named nabcsr1 has permission for group NAB. 1. The CSR logs in to the system. 2. He performs a search. a. The Organization ID dropdown presents all the Organization IDs which he has access to. b. CSR selects the desired Organization IDs. c. CSR provides the data required for his search. 3. The results are NAB users only. The CSR gets back the result which has only those cases whose users belong to group that he has access to.

4.15.5.8 CSR Views Case Details

CSR named nabcsr1 has permission for group NAB. 1. The CSR finishes scenario CSR Acts On Case . 2. From the search screen, CSR clicks one of the Case IDs. a. CSR is able to see the details of the case. b. In the bottom half of the tab he sees action logs for the case.