CSR Creates a Case

4-36 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager nabuser1 is a member of NAB. 4. An error appears with information that he cannot choose Default as the Organization ID and create a case for a NAB user.

4.15.5.5 CSR Has Access to More Than One Organization ID is able to Create Case Successfully

CSR named supercsr1 has permission for groups NAB and Default. 1. The CSR logs in to the system. 2. Both Organization IDs NAB and Default are available from the dropdown. 3. He tries to create a case for nabuser1. ■ He selects the Organization ID, NAB ■ He enters nabuser1 as the user name. nabuser1 is a member of NAB. 4. The case is created successfully.

4.15.5.6 CSR Who Cannot Access Any Organization Tries to Create Case

CSR named democsrm1 cannot access any organization. 1. The CSR logs in to the system. 2. He tries to create a new case, but he cannot select any Organization ID because he does not have access to any organization. He cannot create a new case with the necessary attribute. 3. When he tries a search, there are no results.

4.15.5.7 CSR Acts On Case

CSR named nabcsr1 has permission for group NAB. 1. The CSR logs in to the system. 2. He performs a search. a. The Organization ID dropdown presents all the Organization IDs which he has access to. b. CSR selects the desired Organization IDs. c. CSR provides the data required for his search. 3. The results are NAB users only. The CSR gets back the result which has only those cases whose users belong to group that he has access to.

4.15.5.8 CSR Views Case Details

CSR named nabcsr1 has permission for group NAB. 1. The CSR finishes scenario CSR Acts On Case . 2. From the search screen, CSR clicks one of the Case IDs. a. CSR is able to see the details of the case. b. In the bottom half of the tab he sees action logs for the case. Managing and Supporting CSR Cases 4-37

4.15.5.9 CSR Searches Sessions

CSR named nabcsr1 has permission for group NAB.

1. The CSR finishes scenario

CSR Views Case Details .

2. From the case details page, CSR clicks Search Sessions.

CSR is able to see only the Organization IDs that he has access to in the search query.

3. CSR selects the Organization IDs he is interested in, fills in the other data for the

filters, and performs the search. Only the results of the sessions of the users of the groups that he has access to is shown.

4.15.5.10 Agent Creates a Case

For information, refer to Section 5.5.5, Creating an Agent Case Manually.

4.15.5.11 CSR Searches Cases

For information, refer to Section 5.4, Searching for Cases.

4.16 Use Cases

The following sections provide scenarios of how Oracle Adaptive Access Managers investigation tools are used.

4.16.1 Use Case: Customer Session Search and Case Creation

Carl is Dollar Bank CSR. Tim calls Carl because he unable to login because he is blocked. 1. Carl searches for blocked sessions by user to determine if any belong to Tim and creates a case when he finds none for Tim. a. Carl must search sessions for users with blocked logins. b. Carl must search first the session for Tim and see his logins history for last one month. c. He then must search for cases that might be there for Tim. Carl finds no cases for Tim. 2. Carl creates a case by choosing out-of-the-box texts for blocked login. Some days pass and Tim calls again to find out about the case. 3. Carl finds the case and sees that it has expired. 4. Carl escalates the case. After escalation he no longer sees the case in the search. Jackie is CSR Manager. 1. She logs in and searches for escalated cases. 2. She finds Tims case and views it. 3. She looks at the action logs of the case and figures who created and acted on it. 4. She adds notes to the case saying she is working on it.