Changing the Status of a Case Manually

Investigation Using Agent Cases 5-15 ■ Duplicate ■ False Negative ■ False Positive ■ Issue Pending ■ Issue Resolved ■ Not Fraud 4. Enter a note describing the issue. You can select from existing notes, or enter a new note, or both. Existing notes to choose from are the following: ■ Issue Resolved ■ Issue Not Resolved ■ Old Case Cleanup ■ Duplicate Case ■ Other

5. Click Submit.

A confirmation dialog is displayed.

6. Click OK to dismiss the confirmation dialog.

Closing a Case Example An investigator finishes investigating a situation and determines that the customer was mistaken, there was no fraud. He uses the change status action to close the case and give a disposition of not fraud.

5.6.4.2 Closing Multiple Cases

To close multiple cases:

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

2. In the Search Results table, select the cases you want to close.

3. Click the Bulk Edit button.

4. Select Closed as the status.

5. Select the disposition and enter notes.

6. Click Save.

7. Click OK to dismiss the Confirmation dialog.

5.6.5 Bulk-Editing Agent Cases

To change the case settings for multiple cases at once:

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

2. Select the cases you want.

3. Click Bulk Edit.

5-16 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager 4. Change the case settings you want and add notes. The Close action is allowed regardless of severity. Severity is editable regardless of status. You can also change the severity of cases irrespective of their Closed status.

5. Click OK to perform the bulk edit.

A confirmation dialog appears with a message that the bulk editing operation was performed successfully. If you are closing a case and there are Agent cases that were already in the Closed status at the time of the bulk edit operation, a message appears, saying that the Agent cases have to be in the New or Pending status for a bulk close action to be executed.

6. Click OK to dismiss the dialog.

When you refresh the search, the status is shown for those cases in the results. Last Case Action on the Search page is not updated immediately after a bulk edit. It is updated when you launch the Search page again.

5.7 Linking and Unlinking Suspected Sessions to a Case

You can link sessions to the cases belonging to the users that belong to the organizations that you have access to.

5.7.1 Linking Sessions

If the Investigator feels that sessions are involved in the product security, he can search for those sessions, select them you can see the sessions of only those groups to which you have access and link them to the case with linking notes and descriptions. To link sessions:

1. On the Case Details page, click the Linked Sessions tab.

2. Click the Link Sessions icon.

Figure 5–2 Links Button A Linked Session dialog opens where you can find the sessions to add. Note: For out-of-the-box OAAM roles, the Bulk Edit button is disabled for the Investigator role and enabled for the Investigation Manager role.