Enabling a Temporary Allow

4-28 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager If you click Submit, the notes are saved to the case log.

4.12.2 Changing Severity Level of a Case

When a case is created it is assigned a severity level to indicate its importance and allow administrators to filter cases. The severity level is shown on the Case Details page.

1. Search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases. 2. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

3. On the menu bar, click More Actions, and then click Change Severity.

The Change Severity screen appears. 4. In the Severity List, click the severity level you want. The available severity levels are High, Medium, and Low. If a customer suspects fraud, then the severity level assigned would be High. If the customer wants a different image, then the severity level assigned would be Low. You can escalate or deescalate the severity level of a case when necessary.

5. In the Notes list, select the type of note you want.

6. Edit the note to add information about the action you are taking.

7. Click Submit.

4.12.3 Changing Status of a Case

Status refers to the current state of a case. The status of a case can be new, pending, or closed. OAAM Admin automatically assigns the status of New to each case when it is created. You must change the status to Pending after the case is escalated.

1. Search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases. 2. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

3. In the menu bar, click More Actions, and then click Change Status.

The Change Status screen appears. 4. In the Status list, click the status you want. You can select New, Pending, or Closed. Table 4–5 Case Status Status Definition New The status of a case when it is created. Pending The status of a case that is not yet resolved. Closed The status of a case when the issue is resolved. Escalated The status of a case that has been escalated. Managing and Supporting CSR Cases 4-29

5. If status is changed to New or Pending, extend the expiration date.

6. If status is changed to Closed, enter the disposition.

7. Enter a note describing the issue. You can select from existing notes or enter a new note.

8. Click Submit.

A confirmation dialog is displayed.

9. Click OK.

4.12.3.1 Changing Case Status to Pending

Pending is the status of a case that is not yet resolved. To change the case status to pending.

1. In the Navigation tree, double-click Cases.

The Cases Search page is displayed. 2. For Case Status, select New. For information, see Section 4.4.1, Searching for Cases.

3. Click the case number of the case you want.

The Case Details page is displayed Figure 4–2 .

4. In the menu bar, click More Actions, and then click Change Status.

The Change Status screen appears. 5. For Status, select Pending. 6. Enter a note describing the issue. Select a description from the Notes list or enter a new note. 7. Click Submit. A confirmation dialog is displayed.

8. Click OK.

4.12.3.2 Closing a Case

Closed is the status of a case when the issue is resolved. To close a case:

1. In the Navigation tree, double-click Cases.

The Cases Search page is displayed. 2. For case status, select New or Pending. For information, see Section 4.4.1, Searching for Cases. 3. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

4. Click More Actions on the menu bar, and select Change Status.

The Change Status screen appears. 5. For Status, select Closed. 6. Select a disposition from the Disposition list. 7. Enter a note describing the issue.