In the Case Details page, click More Actions and select Change Severity.

5-14 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager ■ Other

4. Click Submit.

A confirmation dialog is displayed.

5. Click OK.

5.6.3.2 Configuring Auto Change for Case Status

To enable Auto Change of Case Status set the following parameter: customercare.case.autostatuschange.enum.flowone.enabled=true To disable Auto Change of Case Status set the following parameter: customercare.case.autostatuschange.enum.flowone.enabled=false Configurable actions create cases with a status of New. When the case is opened, the status is changed to Pending. For these cases to change from New to Pending automatically on access, configure the following properties: customercare.case.autostatuschange.enum.flowone=1 customercare.case.autostatuschange.enum.flowone.name=Flow onecustomercare.case.autostatuschange.enum.flowone.description=Status flow onecustomercare.case.autostatuschange.enum.flowone.enabled=true customercare.case.autostatuschange.enum.flowone.from=new customercare.case.autostatuschange.enum.flowone.to=pending Escalated cases have a Case Status of Escalated. When the case is opened, the status is changed to Pending. For cases to change from Escalated to Pending automatically on access, configure the following properties: customercare.case.autostatuschange.enum.flowtwo=2 customercare.case.autostatuschange.enum.flowtwo.name=Flow Two customercare.case.autostatuschange.enum.flowtwo.description=Status flow two customercare.case.autostatuschange.enum.flowtwo.enabled=true customercare.case.autostatuschange.enum.flowtwo.from=escalated customercare.case.autostatuschange.enum.flowtwo.to=pending customercare.case.autostatuschange.enum.flowtwo.casetype=agent The action log for the auto-change is created with the entry, Status changed on access by the system.

5.6.4 Closing Cases

After an investigator finishes investigating a situation and comes up with a conclusion, he can change the status to close the case and give a disposition.

5.6.4.1 Closing a Case Manually

To close a case manually:

1. In the Case Details page, click More Actions and select Change Status.

The Change Status dialog appears. 2. In the Status list, select Closed. 3. Select a disposition. Choices for the disposition are the following: ■ Confirmed Fraud 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.