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5-20 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

5.9 Configuring Agent Case Access

By default only Investigators and Investigation Managers have access to create Agent cases. The property for investigator access is oaam.permission.creatagentcase=oaam.perm.create.case.type.agent To give a CSR access to Agent cases, configure the property as follows: oaam.permission.creatagentcase=oaam.perm.create.case.type.csr After setting the property, the CSR should have full access to create agent cases.

5.10 Configuring ExpiryOverdue Behavior for Agent Cases

The expiryoverdue behavior can be configured using the Properties Editor. Agent Cases have a default expiration date of 24 hours from the date of creation. Information to change the default behavior is provided below.

5.10.1 Set Overdue Behavior for Agent Cases Default Setting

To set expiryoverdue behavior for Agent cases, modify the following properties as shown below. customercare.case.expirybehavior.enum.agentcase.behavior = overdue customercare.case.expirybehavior.enum.agentcase.label = Overdue customercare.case.expirybehavior.enum.agentcase.durationInHrs = 24 customercare.case.expirybehavior.enum.agentcase.resetonaccess = true

5.10.2 Disable OverdueExpiry Behavior for Agent Cases

To disable the overdueexpiry behavior for Agent cases, modify the following property as shown below. customercare.case.expirybehavior.enum.agentcase.behavior = none

5.10.3 Set Expiry Behavior for Agent Cases

To set expiry behavior for Agent cases, modify the following properties as shown below. customercare.case.expirybehavior.enum.agentcase.behavior = expiry customercare.case.expirybehavior.enum.agentcase.label = Expired customercare.case.expirybehavior.enum.agentcase.durationInHrs = 24 customercare.case.expirybehavior.enum.agentcase.resetonaccess = false

5.11 Agent Use Cases

Common agent use cases are listed below.

5.11.1 Agent Creation

Agent use cases are provided below. Groups for the examples are presented in the following chart. Note: You do not need to change the other parameters. Investigation Using Agent Cases 5-21 Current Owner is the Agent who is Working on the Case Currently The Current Owner is the agent who is working on the case currently. 1. A manager named democsrm1 logs in. 2. He searches for the case by Notes. 3. He opens the case. 4. As soon as he opens the case a. The Current Owner changes from democsr1 to democsrm1. b. The Created By field still shows democsr1. c. The status of the case is Pending. 5. Next, the CSR Manager can perform the necessary actions such as granting a temporary allow, performing challenge question resets, and other actions. CSR Escalates a Case to an Agent Case CSR escalates a case to an Agent Case. CSR named democsr1 has permission for group Default. 1. He logs in to the system. 2. He creates a new case ■ He selects the Organization ID, Default. ■ He creates the case for demouser2. ■ He selects the severity and gives the description, fradulent activity. 3. He escalates the case to an Agent case and adds notes. 4. Now the CSR, democsr1 does not have permissions to see the details of the case. Agent Cases Escalated from CSR Case has User Details User details are shown in escalated Agent cases.

1. An Investigator, demoinvest1 logs in to the system.

Table 5–7 CSR Access Organization Application Users Admin Users Default ■ demouser1 ■ demouser2 ■ demouser3 ■ democsr1 ■ democsr2 ■ democsr3 NAB ■ nabuser1 ■ nabuser2 ■ nabuser3 ■ nabcsr1 ■ nabcsr2 Both organizations ■ supercsr1 ■ supercsr2 No organization democsrm1