For severity level, select Low from the Severity Level list

4-40 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager Directions: Part B: Then, close the case with a resolved disposition and enter some pertinent notes. 1. Log in to OAAM Admin as a Customer Service Representative.

2. In the Navigation tree, double-click Cases. The Cases Search page is displayed.

3. Search open cases by user. Perform a search by case number or by Nancys User ID and a Case Status of Open , Pending, or Escalated to find out whether a case already exists. Since an open case to reset her personalization does not exist, you create a new case. 4. Open a new case.

a. Click New Case to create a new case.

The Create button is disabled until all the fields are entered. No fields can be left blank. b. Enter the required details.

c. Click Create.

If invalid parameters were entered, an error message is displayed and the new case is not created. If you click Create, a new case is created and a confirmation dialog is displayed with the Case ID number.

d. Click OK in the Create Case confirmation dialog.

The Case Details page for the newly created case is displayed. 5. Reset the users image and phrase.

a. In the menu bar of the Case Details page, select Customer Resets. The

Customer Resets screen appears.

b. In the User Item list, select Image and Phrase.

c. In the Notes list, select the type of note you want to add.

d. In the Description field, modify the description to suit your needs.

e. Click Submit. A confirmation dialog is displayed with the message that the

customer has been assigned a new image and phrase.

f. In the confirmation dialog, click OK.

When you reset a customers image and phrase, OAAM Admin generates a new image and phrase and assigns them to the customer. 6. Tell Nancy that her virtual authentication device will show a new image and phrase the next time she logs in. 7. Close the case with a disposition.

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

The Change Status screen appears. b. In the Status list, click Closed. c. For the disposition, select Issue Resolved. d. Enter a note describing the issue.