Viewing Agent Case Details

5-8 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

5.5.3.1.2 User Data The following information is displayed in User Data for Escalated

cases.

5.5.3.2 Linked Sessions

The Linked Sessions tab displays all of the sessions that you linked for the case you are investigating. The tab also displays information such as the date at which it was linked and any notes provided at the time of linking. You can link any number of sessions as you think might be connected to an investigation by clicking the Link Sessions icon, which opens a Sessions search page. You can unlink one or more sessions already linked to this case.

5.5.3.2.1 Logs Tab in the Linked Sessions The Logs Tab displays all the actions, date of

action, and User IDs that were used for the action and notes. Date of Last Global Case Action The last action performed against the user online. Current Owner Name of agent who is working on this case currently Created By This displays the name of the agent who created the case. If the case was created by a configurable action Created by displays dynamic. Table 5–5 User Data Data Description User Name User for whom case is created User ID Auto generated? Organization ID The identifier of the application. In a multitenant deployment, CSRs only have access to cases limited to their primary Application ID. CSR Managers and Investigators can access cases from multiple applications Last Online Action The last action that user executed. For example, the Answered challenge question field show Challenge Question or if user is blocked, Block. Date of Last Online Action Date when last online action was executed. Temporary Allow Expiration Date When a temporary allow is enabled. This field shows you when it expires. If temporary allow is 7 days, the expiry date is a week from today. Temporary Allow Active If temporary allow is active, this field shows Yes, otherwise the field shows No. OTP Bypass Active Similar to temporary allow but OTP challenges are ignored instead of blocks OTP Bypass Expiration Date Date and time OTP Bypass is no longer be active Completed Registration If a user completed registration, this field shows Yes; otherwise it shows No. To be registered, a user may need to complete all of the following tasks: personalization image and phrase, registering KBA questionsanswers, and providing emailcell phone contact information. Questions Active If user completed registration, but questions were reset, and he did not go back to register new ones, this field displays No. This field shows Yes if the user completed registration and questions exist that can be used to challenge him. OTP Delivery method active User has either email or cell phone registered for the OTP challenge Personalization Active When an image, a phrase and questions are active for the user, this field displays, Yes. If anyone of these are reset, this field displays No. Table 5–4 Cont. Case Details Details Description Investigation Using Agent Cases 5-9

5.5.3.3 Logs

The logs sections to show the logs of action performed on the case. The search filters are as follows:

5.5.4 Creating Agent Cases

Agent cases can be created in one of three ways: ■ Manually ■ Automatically ■ CSR Escalation

5.5.5 Creating an Agent Case Manually

A new Agent case is created when a suspicious activity or fraud scenario is detected and needs investigation. Only an Investigator can create an Agent type case directly. No user information is shown or required for the creation of an Agent type case. The only required inputs to create an Agent case are Organization ID, severity, and description. To create a new user less Agent case:

1. In the Cases Search page, click New Case.

The Create Case dialog appears with Agent specified as the Case Type because the system already knows from the login that an Investigator is creating this case.

2. Enter the Organization ID you are creating the case for.

A list of Organization IDs for which you have access to is provided. From the list you can select one Organization ID. Later, you can create a case for a different Organization ID if you need to.

3. Select a severity level from the Severity Level list

The available severity levels are High, Medium, and Low. 4. Enter a description of the case in the Description text box, or select descriptions from the Description list, or do both. Table 5–6 Log Search Filters Filters Description Notes Keyword Keyword from Canned Notes ARM ID CSR identifier Action Last action in the case. For example, yesterday jsmith called customer service claiming to have lost money out of his account. The CSR escalated the case and told jsmith he would be contacted within 24 hours. About 36 hours later, jsmith calls back to see why he has not been contacted. The CSR must view the case escalated yesterday for jsmith. He searches cases for jsmith with an Escalate action and ones that are not overdue in the last 48 hours. Created Date Date case was created. Note: You do not have to enter a user name or User ID because the Agent case is a user less one.