CSR Cases Oracle Fusion Middleware Online Documentation Library

4-4 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4.1.9 Severity Level

The Severity Level is a marker to communicate to case personnel how serious the case is. The severity level is set by whomever creates the case. The available severity levels are High, Medium, and Low.

4.1.10 Expiration Date

The expiration date is the date when a case expires. By default, the length of time before a case expires is 24 hours, but is configurable. ■ CSR cases : For CSR cases, the status of the case changes from the current status to Expired . The case could have any status when it expires. The CSR can open the case but cannot perform any actions on it. The CSR Manager can extend an expired case. ■ Escalated cases : For escalated cases, the status of the case changes from the current status to Expired. When the case is expired, an expired flag is set for the case to let managers know that the case requires their attention. For example, if escalated cases are set to 24 hours and if the case is open and has not been accessed in more than 24 hours, the flag is set to Expired. When the Fraud Investigator accesses the expired case, it is reactivated and the expiration date is extended for another 24 hours or however long it has been configured for. The expired behavior is configurable using the Properties Editor. CSRs cannot change the expiration date of escalated cases. For information, refer to Section 4.13, Configuring Expiry Behavior for CSR Cases.

4.1.11 Customer Resets

Oracle Adaptive Access Manager uses images and phrases on virtual authentication devices as part of the personalization to help prevent fraud. The Customer Resets feature enables you to reset the customers image and phrase and unregister his device. The Customer Reset feature is not be available for a closed, an escalated or an expired case.

4.2 CSR and CSR Manager Role Permissions

Customer Service personnel can access various functionality in Oracle Adaptive Access Manager based on the role to they are assigned. The out-of-box roles are CSR and CSR Manager. A CSR has limited access to the OAAM Administration Console. Their primary function is to resolve low risk customer issues originating from customer calls. A CSR Manager has all the access and responsibilities of a CSR and access to more sensitive operations. The CSR Manager is in charge of the overall management of CSR type cases. Note: Depending on the type of the case, the terminology used and behavior may be different.