From the Cases Search page, search for the case from the Cases Search page. Click Add Notes on the menu bar. Enter a note. Click Submit.

Managing and Supporting CSR Cases 4-29

5. If status is changed to New or Pending, extend the expiration date.

6. If status is changed to Closed, enter the disposition.

7. Enter a note describing the issue. You can select from existing notes or enter a new note.

8. Click Submit.

A confirmation dialog is displayed.

9. Click OK.

4.12.3.1 Changing Case Status to Pending

Pending is the status of a case that is not yet resolved. To change the case status to pending.

1. In the Navigation tree, double-click Cases.

The Cases Search page is displayed. 2. For Case Status, select New. For information, see Section 4.4.1, Searching for Cases.

3. Click the case number of the case you want.

The Case Details page is displayed Figure 4–2 .

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

The Change Status screen appears. 5. For Status, select Pending. 6. Enter a note describing the issue. Select a description from the Notes list or enter a new note. 7. Click Submit. A confirmation dialog is displayed.

8. Click OK.

4.12.3.2 Closing a Case

Closed is the status of a case when the issue is resolved. To close a case:

1. In the Navigation tree, double-click Cases.

The Cases Search page is displayed. 2. For case status, select New or Pending. For information, see Section 4.4.1, Searching for Cases. 3. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

4. Click More Actions on the menu bar, and select Change Status.

The Change Status screen appears. 5. For Status, select Closed. 6. Select a disposition from the Disposition list. 7. Enter a note describing the issue. 4-30 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager Select a description from the Notes list or enter a new note. 8. Click Submit. A confirmation dialog is displayed.

9. Click OK.

4.12.3.3 Authenticating Closed Cases

To authenticate a closed case:

1. In the Navigation tree, double-click Cases.

The Cases Search page is displayed. 2. Search cases by case status Closed. For information, see Section 4.4.1, Searching for Cases.

3. Click the case number of the case you want.

The Case Details page appears Figure 4–2 .

4. Click More Actions on the menu bar, and select Change Status.

The Change Status screen appears. 5. In the Status list, select New or Pending. 6. Extend the expiration date.

7. Enter a note describing the issue.

You can select from existing notes or enter a new note.

8. Click Submit.

4.12.4 Extending Expiration

To extend expiration:

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

2. Search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases. 3. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

4. Click More Actions on the menu bar, and select Extend Expiration Date.

5. In the Extension list, select the length of time you want the expiration to be

extended to.

6. In the Notes list, click the note you want you want to add.

7. Click Submit.

4.12.5 Escalating a Case

To escalate a case:

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

2. Search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases.