Creating an Agent Case from an Escalation

Investigation Using Agent Cases 5-13

2. In the Severity List, select the severity level you want.

The available severity levels are High, Medium, and Low. If a customer suspects fraud, then the severity level assigned would be High. If the customer wants a different image, then the severity level assigned would be Low. You can escalate or de-escalate the severity level of a case when necessary.

3. In the Notes list, select the type of note you want.

4. If necessary edit the note to add information about the action you are taking.

5. Click Submit.

The case severity is saved to the case log.

6. Click OK to dismiss the confirmation dialog.

5.6.3 Changing Status of a Case

The status of a case can be changed manually or automatically.

5.6.3.1 Changing the Status of a Case Manually

The scenarios show how to change the case status manually.

5.6.3.1.1 Changing the Status of the Case to New Manually To change the status of a case to

New manually:

1. In the Case Details page, click More Actions and select Change Status.

The Change Status dialog appears. 2. In the Status list, select New. 3. Enter a note describing the issue. You can select from existing notes, or enter a new note, or both. Existing notes to choose from are the following: ■ Manager Review ■ Other

4. Click Submit.

A confirmation dialog is displayed.

5. Click OK.

5.6.3.1.2 Changing the Status of the Case to Pending Manually To change the status of a

case to Pending manually:

1. In the Case Details page, click More Actions and select Change Status.

The Change Status dialog appears. 2. In the Status list, select Pending. 3. Enter a note describing the issue. You can select from existing notes, or enter a new note, or both. Existing notes to choose from are the following: ■ Manager Review ■ Issue in Progress 5-14 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager ■ Other

4. Click Submit.

A confirmation dialog is displayed.

5. Click OK.

5.6.3.2 Configuring Auto Change for Case Status

To enable Auto Change of Case Status set the following parameter: customercare.case.autostatuschange.enum.flowone.enabled=true To disable Auto Change of Case Status set the following parameter: customercare.case.autostatuschange.enum.flowone.enabled=false Configurable actions create cases with a status of New. When the case is opened, the status is changed to Pending. For these cases to change from New to Pending automatically on access, configure the following properties: customercare.case.autostatuschange.enum.flowone=1 customercare.case.autostatuschange.enum.flowone.name=Flow onecustomercare.case.autostatuschange.enum.flowone.description=Status flow onecustomercare.case.autostatuschange.enum.flowone.enabled=true customercare.case.autostatuschange.enum.flowone.from=new customercare.case.autostatuschange.enum.flowone.to=pending Escalated cases have a Case Status of Escalated. When the case is opened, the status is changed to Pending. For cases to change from Escalated to Pending automatically on access, configure the following properties: customercare.case.autostatuschange.enum.flowtwo=2 customercare.case.autostatuschange.enum.flowtwo.name=Flow Two customercare.case.autostatuschange.enum.flowtwo.description=Status flow two customercare.case.autostatuschange.enum.flowtwo.enabled=true customercare.case.autostatuschange.enum.flowtwo.from=escalated customercare.case.autostatuschange.enum.flowtwo.to=pending customercare.case.autostatuschange.enum.flowtwo.casetype=agent The action log for the auto-change is created with the entry, Status changed on access by the system.

5.6.4 Closing Cases

After an investigator finishes investigating a situation and comes up with a conclusion, he can change the status to close the case and give a disposition.

5.6.4.1 Closing a Case Manually

To close a case manually:

1. In the Case Details page, click More Actions and select Change Status.

The Change Status dialog appears. 2. In the Status list, select Closed. 3. Select a disposition. Choices for the disposition are the following: ■ Confirmed Fraud