Search for the case from the Cases Search page. In the menu bar, click More Actions, and then click Change Status.

4-30 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager Select a description from the Notes list or enter a new note. 8. Click Submit. A confirmation dialog is displayed.

9. Click OK.

4.12.3.3 Authenticating Closed Cases

To authenticate a closed case:

1. In the Navigation tree, double-click Cases.

The Cases Search page is displayed. 2. Search cases by case status Closed. For information, see Section 4.4.1, Searching for Cases.

3. Click the case number of the case you want.

The Case Details page appears Figure 4–2 .

4. Click More Actions on the menu bar, and select Change Status.

The Change Status screen appears. 5. In the Status list, select New or Pending. 6. Extend the expiration date.

7. Enter a note describing the issue.

You can select from existing notes or enter a new note.

8. Click Submit.

4.12.4 Extending Expiration

To extend expiration:

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

2. Search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases. 3. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

4. Click More Actions on the menu bar, and select Extend Expiration Date.

5. In the Extension list, select the length of time you want the expiration to be

extended to.

6. In the Notes list, click the note you want you want to add.

7. Click Submit.

4.12.5 Escalating a Case

To escalate a case:

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

2. Search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases. Managing and Supporting CSR Cases 4-31 3. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

4. On the toolbar, click More Actions and then select Escalation.

The Escalation screen is displayed. 5. In the Type list, select the type of case you want the case to be escalated to. 6. Provide notes for the case. Notes are required. You can provide notes by selecting notes from the Canned Notes list or entering notes in the Notes box, or both. ■ From the Canned Notes list, select a note to describe the reason for the escalation. ■ In the Notes box, enter notes if further details are needed. 7. Click Submit.

4.12.6 Escalating a CSR Case to an Agent Case

To escalate a case so that Investigators can review it:

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

2. Search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases. 3. Click the case number of the case you want the Investigator to review. The Case Details page appears Figure 4–2 .

4. On the toolbar, click More Actions and then select Escalation.

The Escalation screen is displayed. 5. In the Type list, select Escalate to Agent Case. 6. Provide notes for the case. Notes are required. You can provide notes by selecting notes from the Canned Notes list or entering notes in the Notes box, or both. ■ From the Canned Notes list, select a note to describe the reason for the escalation. ■ In the Notes box, enter notes if further details are needed. 7. Click Submit. The case is escalated to an Agent case and as a CSR, you no longer have permissions to see the case.

4.12.7 Bulk-Editing CSR Cases

The Cases Search page enables you to change the severity, and status, and extend the expiration date for multiple cases at once. For example, you can close all cases more than a year old.