Getting Started Escalated Cases

Managing and Supporting CSR Cases 4-7

2. Click Search.

There is a link on the case number. To view the case details, click the link. You can get the case detail for cases that belonged to any user belonging to the group you have access to. If the user does not belong to the group you have access to, you do not see that case in search results.

4.4.2 Viewing a List of Cases

Depending on the criteria entered for the search, the Search Results table can display a list of cases. In a multitenant environment, if the user does not belong to an organization you have access to, you do not have access to his case. If you had been assigned to one organization previously and created cases for users in that organization and serviced them, when you are reassigned to another organization, you only see cases for the new organization when you log in again, regardless of whether you serviced them or not. Severity Level To filter cases by severity level, select Low, High, or Medium. Case Status To filter cases by case status, select New, Pending, Closed, Escalated. Expired To filer the list by expired, select the option you want. The options available are: ■ Hide Expired ■ Show Only Expired Created Date To locates cases created within a given create date range, enter the start and end dates you want for the range. 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 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 4–2 Cont. Search Filters Filter Description 4-8 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4.4.3 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.

4.4.4 Searching for Open and Closed Cases

1. From the Cases Search page, search by Case Status:

■ New , Pending, and Escalated to locate open cases ■ Closed to locate closed cases For information, see Section 4.4.1, Searching for Cases. 2. Click the case number of the case you want. The Case Details page is displayed Figure 4–2 . When the CSR or CSR Manager opens the case ■ The current owner becomes the CSR or CSR Manager. ■ The Created By field remains the same. ■ The status of the case is Pending. 3. Next, the CSR or CSR Manager can perform the necessary actions such as granting a temporary allow, performing challenge question resets, and other actions.

4.4.5 Searching Case by Description Keyword

Searching by description keywords would display all cases with any matching words in that was entered as a description during case creation.

1. From the Cases Search page, enter the description keyword to locate cases that

contains the Description Keyword and click Search. 2. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

4.4.6 Viewing a List of Cases

Searching by description keywords would display all cases with any matching words that was entered as a description during case creation.

4.5 Case Details Page

By clicking the case number on the Cases Search page, you can review the details of a specific case perform various actions on cases. The Case Details page provides such general details about the case as the customers user name, status, severity level, and description. For information, see Section 4.5, Case Details Page.