Viewing a List of Cases

Managing and Supporting CSR Cases 4-9 Figure 4–2 Case Details

4.5.1 Case Actions

Case Details also provides access to the actions that can be taken, a log of case activity, and a list of customer sessions. From the Case Details page, the following options are available: ■ Add Notes ■ Ask Question ■ Customer Resets ■ Temporary Allow CSR Manager Only ■ Change Severity ■ Change Status ■ Extend Expiration Date CSR Manager Only ■ Escalate Case CSR Manager Only You can only act on those case that you can access in the details page. You can open the case only when you have access to the users group. 4-10 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4.5.2 Viewing Case Details

The following information is displayed in Case Details. ■ Case Status - The current state of a case. Status values used for the case are New, Pending , Escalated, or Closed. ■ Severity Level - The available severity levels are High, Medium, and Low. For information about severity levels, see Section 4.1.9, Severity Level. ■ Description - The details for the case. A description is required. ■ Case Created - The date and time the case was created. ■ Last Case Action - The last action executed in the CSR case. ■ Date of Last Case Action - The date when last action occurred. ■ Last Global Case Action - The last action that occurred for this user in all CSR cases. Escalated cases are not taken into account. ■ Date of Last Global Case Action - The last action performed against the user online. ■ Expiration Date for CSR cases - The date when a case expires. For information about expiration dates, see Section 4.1.10, Expiration Date. ■ Disposition - The description of how the issue was resolved when the case was closed. Cases only have dispositions when they are closed. If a case has any status besides closed, the disposition is left blank.

4.5.3 Viewing User Details

The following information is displayed in User Details. ■ User Name - Identifier a user uses to log in ■ Organization ID - The unique identifier for the organization the user belongs in The combination of User Name and Organization ID is the unique identifier for a user accessing an application. In a multitenant deployment, CSRs only have access to cases limited to an Organization. ■ Completed Registration - If the user has completed registration, this field shows Yes ; otherwise it shows No. To be registered a user may need to complete all of the following tasks: Personalization image and phrase, registering challenge questionsanswers and emailcellphone. ■ Personalization Active - When the user has an image, a phrase and questions active, this field would display Yes. If any one of these are reset, this field would display No. ■ Questions Active - If user has completed registration, but questions have been reset, and the user has not gone back and registered new ones, this field would display No. This field shows Yes if the user has completed registration and questions exists by which he or she can be challenged. ■ OTP Active - If supported OTP delivery channels are registered, the field shows Yes . ■ Last Online Action - The last action that the user executed. For example, Block is displayed if the user is blocked. ■ Date of Last Online Action - The date when the last online action was executed.