Use Case: CSR - Ask Questions

5-2 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager ■ A fraud investigator creates an Agent case when a suspicious activity or fraud scenario is detected and needs investigation. ■ A configurable action creates an Agent case automatically as a supplementary action that is triggered based on a result action andor risk score after a checkpoint execution. Agent cases are not created for specific users. They are created for specific scenarios. Events can be configured to create a case automatically. Agent type cases are used by fraud investigators to do the following: ■ Collect investigation findings for audit including which investigators have worked on a case ■ Manage the lifecycle of an investigation including severity, status, ownership changes, time to resolution, droppedlost cases and resolution ■ When closed findings are fed back into the risk engine to improve accuracy of future evaluations automatically ■ Export findings to Excel for external records or processes A fraud investigator can quickly view the data involved in an incident and quickly locate related situations by easily harnessing the complex data relationships captured by OAAM. Search and detail pages provide fraud investigators the ability to: ■ Drill into individual sessions to see the exact chain of events that led to an alert ■ View and search for complex relationships between different data types ■ Whiteblack list entities on the fly without leaving the investigation flow ■ Link session data to a case to further narrow the investigation

5.1.2 Case Status

Case Status is the current state of a case. Status values used for the case are New, Pending , Escalated, or Closed.

5.1.2.1 New and Pending Cases

Cases are New when they are created regardless of the method manualconfigurable action. When a new case is accessed for the first time, the status automatically changes to Pending. For example, if an Agent case is created by a configurable action, it contains the session data for which it was created and it has a New status. If an investigator searches for all Agent type cases with a New status, and he opens the case details page for one of the new cases, the case status automatically changes to Pending. This allows Investigators to know if someone is already working on a case. Table 5–1 Case Status Status Definition New The status of a case when it is created. Pending The status of a case that is not yet resolved. Closed The status of a case when the issue is resolved. Escalated The status of a case when a CSR escalates a case.