Opening the Case Search Page Searching for Cases

5-6 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager Figure 5–1 Overdue Cases

5.5 Viewing, Editing, and Creating Cases

Procedures to view, edit, and create are listed below.

5.5.1 Viewing a List of Cases

From the Cases Search page, enter filter criteria and click Search. The Search Results table displays the list of cases you filtered for.

5.5.2 Viewing a List Cases You are Currently Working On

From the Cases Search page, enter your user name in the Current Owner field to locate cases that you are currently working on and click Search. The Search Results table displays the list of cases you are currently working on.

5.5.3 Viewing Agent Case Details

The Agent Case Details page is opened when you create a case successfully. You can also open the Agent Case Details from the Search results for cases that belong to any user belonging to a group you have access to or cases that are associated with your Organization ID. Agent and Escalated cases contain the following tabs: ■ Summary - Lists the details about the case Note: You can only open one case at a time. An error occurs if you try to open more than one case. Investigation Using Agent Cases 5-7 ■ Linked Sessions - Lists the sessions linked to the case ■ Logs - Lists the case action logs The Summary tab shows the case detail and if the case is an Escalated case then it shows the details of the user associated with the case. Agent cases that are user less show a User Details section.

5.5.3.1 Summary Tab

The Summary tab shows the case details for Agent cases. If the Agent case is an Escalated case, it also shows the detail of the user associated with the case.

5.5.3.1.1 Case Details The following information is displayed in Case Details.

Table 5–4 Case Details Details Description Organization ID The Organization ID of the case. Case Created The date when the Agent Case was created Case Status The case status is Pending when the Agent Case is created manually and New when an Agent Cases is created automatically with Configurable Action and changes to Pending once the case is accessed. The case status is Escalated for Escalated cases and changes to Pending when the agent accesses this case. Case status is changed when accessed by various administrators. Severity Level The severity level is set by the user who creates the case and used as a marker to communicate to users how severe the case is. Anyone can change the severity of cases Case Type Agent, CSR or Escalated Escalated cases cannot be created Case Number Unique Case ID Disposition When a case is closed the disposition describes the way in which the issue was resolved. Cases only have dispositions when they are closed. If a case has any status besides closed, the disposition is blank. Expiration Date Agent cases and Escalated cases have a default expiration date of 24 hours from the date of creation. If the case has not been accessed before the expiration date, it has the status of Overdue. Each time you access the case, the expiration date of the Agent case or Escalated Case is reset to a new value; by default the date is reset to 24 hours from the date of accessing the case. The length of time before a case expires is configurable. Refer to Section 5.10, Configuring ExpiryOverdue Behavior for Agent Cases for details for configuring the expiry behavior. Overdue If the case has not been accessed before the expiration date, the overdue flag is set to allow managers to see that the cases require attention. For example, if Agent cases are set to expire in 24 hours, then the flag is set to overdue if a case has not been accessed in more than 24 hours. When Investigators access the case, the overdue date is not affected. When they perform actions, the overdue is reset. The overdue behavior is configurable. Refer to Section 5.10, Configuring ExpiryOverdue Behavior for Agent Cases for details Description The details for the case. A description is required. Last Case Action The last action performed in the Escalated or Agent case. There are no user details in Agent cases. Date of Last Case Action The date when last action occurred. Last Global Case Action For an Agent case that is not created from an escalated CSR case, the last global case action field is always empty. For an Agent case associated to a user escalated case, the last global case action is the last case action performed by the user associated with the Agent case. The case action could be performed on any case CSRAgent 5-8 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

5.5.3.1.2 User Data The following information is displayed in User Data for Escalated

cases.

5.5.3.2 Linked Sessions

The Linked Sessions tab displays all of the sessions that you linked for the case you are investigating. The tab also displays information such as the date at which it was linked and any notes provided at the time of linking. You can link any number of sessions as you think might be connected to an investigation by clicking the Link Sessions icon, which opens a Sessions search page. You can unlink one or more sessions already linked to this case.

5.5.3.2.1 Logs Tab in the Linked Sessions The Logs Tab displays all the actions, date of

action, and User IDs that were used for the action and notes. Date of Last Global Case Action The last action performed against the user online. Current Owner Name of agent who is working on this case currently Created By This displays the name of the agent who created the case. If the case was created by a configurable action Created by displays dynamic. Table 5–5 User Data Data Description User Name User for whom case is created User ID Auto generated? Organization ID The identifier of the application. In a multitenant deployment, CSRs only have access to cases limited to their primary Application ID. CSR Managers and Investigators can access cases from multiple applications Last Online Action The last action that user executed. For example, the Answered challenge question field show Challenge Question or if user is blocked, Block. Date of Last Online Action Date when last online action was executed. Temporary Allow Expiration Date When a temporary allow is enabled. This field shows you when it expires. If temporary allow is 7 days, the expiry date is a week from today. Temporary Allow Active If temporary allow is active, this field shows Yes, otherwise the field shows No. OTP Bypass Active Similar to temporary allow but OTP challenges are ignored instead of blocks OTP Bypass Expiration Date Date and time OTP Bypass is no longer be active Completed Registration If a user 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 KBA questionsanswers, and providing emailcell phone contact information. Questions Active If user completed registration, but questions were reset, and he did not go back to register new ones, this field displays No. This field shows Yes if the user completed registration and questions exist that can be used to challenge him. OTP Delivery method active User has either email or cell phone registered for the OTP challenge Personalization Active When an image, a phrase and questions are active for the user, this field displays, Yes. If anyone of these are reset, this field displays No. Table 5–4 Cont. Case Details Details Description