Agent Case Feedback Closing Multiple Cases

Investigation Using Agent Cases 5-21 Current Owner is the Agent who is Working on the Case Currently The Current Owner is the agent who is working on the case currently. 1. A manager named democsrm1 logs in. 2. He searches for the case by Notes. 3. He opens the case. 4. As soon as he opens the case a. The Current Owner changes from democsr1 to democsrm1. b. The Created By field still shows democsr1. c. The status of the case is Pending. 5. Next, the CSR Manager can perform the necessary actions such as granting a temporary allow, performing challenge question resets, and other actions. CSR Escalates a Case to an Agent Case CSR escalates a case to an Agent Case. CSR named democsr1 has permission for group Default. 1. He logs in to the system. 2. He creates a new case ■ He selects the Organization ID, Default. ■ He creates the case for demouser2. ■ He selects the severity and gives the description, fradulent activity. 3. He escalates the case to an Agent case and adds notes. 4. Now the CSR, democsr1 does not have permissions to see the details of the case. Agent Cases Escalated from CSR Case has User Details User details are shown in escalated Agent cases.

1. An Investigator, demoinvest1 logs in to the system.

Table 5–7 CSR Access Organization Application Users Admin Users Default ■ demouser1 ■ demouser2 ■ demouser3 ■ democsr1 ■ democsr2 ■ democsr3 NAB ■ nabuser1 ■ nabuser2 ■ nabuser3 ■ nabcsr1 ■ nabcsr2 Both organizations ■ supercsr1 ■ supercsr2 No organization democsrm1 5-22 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager 2. He searches for Escalated cases by filtering on Escalated. 3. He opens the case. a. Case Status changes from Escalated to Pending. b. Created By field still shows democsr1. c. Current Owner shows demoinvest1. d. User details are also displayed because this is not a user less case, but a CSR case that was escalated to an Agent case e. Log shows that the case was created, then escalated, then accessed, and then the status changed. Investigator can Create Agent Cases A case can be created by an Investigator. 1. The Investigator, demoinvest1, logs in to the system. 2. He creates a case ■ He selects the Organization ID. ■ He does not have to select a user because this is a user less case. ■ He selects the severity. ■ He gives a description. The Case Details page appears. ■ The Case Status is Pending. ■ The Created By field shows demoinvest1. ■ The Current Owner field shows demoinvest1. ■ User details are not shown because this is a user less case. Investigator Can Create Agent Case for a Different Organization ID Investigator can create Agent case for a different Organization ID if he has permissions to access multiple organizations. In most scenarios only the Investigation Manager has access to multiple organizations. 1. The Investigator, demoinvest1, logs in to the system. 2. He creates a case ■ He selects a different Organization ID. ■ He selects the severity. ■ He gives a description. 3. He views the logs, which shows that the case was created. Concurrent Access of Case An example of when two agents try to open a case is described below. 1. demoinvest1 logs in and searches for a case with status New. 2. He can see the case, Case ID 132, in the results. 3. Another user demoinvest2 logs in and searches for a case with status New. 4. He can also see the case, Case ID 132, in the results.