Enter search criteria and click Search.

Managing and Supporting CSR Cases 4-15

4.8.1 Creating a Case

The CSR is only able to create cases for users of the organizations he has permissions for. A new CSR case is created by a CSR Manager or CSR when a customer care situation occurs either online or through a phone call. The CSR or CSR Manager searches for cases by the Organizations ID and user name. In a Multitenant deployment, CSRs only have access to cases limited to an Organization. He is not be able to see the case if the user belongs to an organization he does not have permission for. Depending on the case, the CSR or CSR Manager decides if a new case must be created or if it can be handled with an existing case for that user. To create a new case:

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

The Create Case screen appears. You could also open the Create Case screen by right-clicking Cases in the Navigation tree and selecting New Case from the context menu that appears. Figure 4–5 Create Case

2. Select the Organization ID.

A list of Organization IDs for which you have access to is provided. From the list you can select one Organization ID. You can select an Organization ID and enter a user name or enter the User ID. 3. Enter the user name. User name is the identifier a user uses to log in. The combination of user name and Organization ID is the unique identifier for a user accessing an application. 4-16 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager The unique Organization ID and user name combination must be available in the system. The user name is case-sensitive. If the user name is invalid or does not use the correct uppercase and lowercase, an error message appears when you press Create .

4. Enter the User ID.

User ID is unique identifier generated by the system for the user.

5. Select a severity level from the Severity Level list

The available severity levels are High, Medium, and Low. 6. Enter a description of the case in the Description field, or multiple descriptions from the Description list, or both. You can enter any description, for example, if a customer calls and says that he or she cannot do banking, you could create a case for the customer with the description cant do banking. Description is a required field. The Create button is disabled until a description is entered. The Description field can contain alphanumeric and special characters, but it should not exceed 4000 characters. You can select multiple descriptions from the Description list for the same case. You can select a description from the Description list, one at a time for any number of times. Each description selected from the list is appended to the previous.

7. Click Create or Cancel.

The Create button is disabled until all the fields are entered. No fields can be left blank. If an invalid parameters were entered, an error message is displayed and the new case is not created. If you click Cancel, the Cases Search page appears. If you click Create , a new case is created, and you are directed to the Case Details page of the newly created case. When the Case Details page is displayed: ■ The Case Status shows Pending. ■ The Created By field shows the user name of the CSR who created the case. ■ The Current Owner field shows his user name because he is the current owner of the case.

4.8.2 Creating a Case Like Another Case

To create a new case that is similar— or like—an existing case:

1. From the Cases Search page, select a case by clicking in the checkbox next to case

in the Search Results table. 2. Click the Create Like button. The Create Like button is disabled if you select multiple rows in the Search Results table. The Create Case Like screen appears with pre-populated data from the original case. If you had chosen a closed case, the Create Case Like screen shows pre-populated data from the case except the Case Status is New. If you had chosen an escalated case, the Create Like screen shows pre-populated data from the case except the Case Status is New and the Case Type is CSR.