How Users Use Agent Cases for Investigation

5-40 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

5.11.8 Listing the Cases that I Am Currently Working With

Both CSR and Agent type cases can be searched based on the current owner. This search filter finds cases for which the last action performed was by the user you are searching. Before You Begin Ensure that you have the proper permissions work with cases. List Cases Im Currently Working On 1. Log in to the OAAM Admin Console. 2. As a CSR or CSR Manager: In the Cases search page, search for the cases you are currently working on by specifying the following criteria in the search filters: 3. As an Investigator: In the Cases search page, search for the cases you are currently working on by specifying the following criteria in the search filters.

5.11.9 Marking One or More Sessions as Confirmed Fraud

The following section outlines the steps to mark one or more sessions as confirmed fraud. Included are references to other sections where you can find specific information. Before You Begin Ensure that you have the proper permissions to create and work with Agent cases. Mark One or More Sessions as Confirmed Fraud To mark a session as FraudNot Fraud, create an agent case link the session and close the Agent case with Disposition as either Confirmed Fraud or Not Fraud.

1. Log in to the OAAM Admin Console as an Investigator.

2. Create an Agent case. Refer to

Section 5.5.5, Creating an Agent Case Manually.

3. Link sessions to the case. Refer to

Section 5.7.1, Linking Sessions.

4. Change the severity of the case to High. Refer to

Section 5.6.2, Changing Severity Level of a Case.

5. Close the case with Disposition as Confirmed Fraud. Refer to

Section 5.6.3, Changing Status of a Case. Table 5–8 CSR Searches for Cases Working On Filter Value Current Owner Search by your user name. The agent who performed the last action Case Status Pending Expired Hide Expired Table 5–9 Investigator Searches for Cases Working On Filter Value Current Owner Search by your user name. The agent who performed the last action Case Status Pending, Escalated Expired Hide Expired