CSR Has Access to More Than One Organization ID Is Unable to Create Case

Managing and Supporting CSR Cases 4-37

4.15.5.9 CSR Searches Sessions

CSR named nabcsr1 has permission for group NAB.

1. The CSR finishes scenario

CSR Views Case Details .

2. From the case details page, CSR clicks Search Sessions.

CSR is able to see only the Organization IDs that he has access to in the search query.

3. CSR selects the Organization IDs he is interested in, fills in the other data for the

filters, and performs the search. Only the results of the sessions of the users of the groups that he has access to is shown.

4.15.5.10 Agent Creates a Case

For information, refer to Section 5.5.5, Creating an Agent Case Manually.

4.15.5.11 CSR Searches Cases

For information, refer to Section 5.4, Searching for Cases.

4.16 Use Cases

The following sections provide scenarios of how Oracle Adaptive Access Managers investigation tools are used.

4.16.1 Use Case: Customer Session Search and Case Creation

Carl is Dollar Bank CSR. Tim calls Carl because he unable to login because he is blocked. 1. Carl searches for blocked sessions by user to determine if any belong to Tim and creates a case when he finds none for Tim. a. Carl must search sessions for users with blocked logins. b. Carl must search first the session for Tim and see his logins history for last one month. c. He then must search for cases that might be there for Tim. Carl finds no cases for Tim. 2. Carl creates a case by choosing out-of-the-box texts for blocked login. Some days pass and Tim calls again to find out about the case. 3. Carl finds the case and sees that it has expired. 4. Carl escalates the case. After escalation he no longer sees the case in the search. Jackie is CSR Manager. 1. She logs in and searches for escalated cases. 2. She finds Tims case and views it. 3. She looks at the action logs of the case and figures who created and acted on it. 4. She adds notes to the case saying she is working on it. 4-38 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4.16.2 Use Case: Reset Challenge Questions

You are Jerry, a customer service representative at Acme Corp. You answer phones at the call center and assist users with issues they may be experiencing. You received a call from Henry, a user who has forgotten the answers to his challenge questions. You must verify his personal information before you can reset his answers. Directions: Part A: Authenticate Henry in another system by verifying personal information such as home address and last four digits of his Social Security Number. His User ID is xxxx. Directions: Part B: Then, open a new CSR case for Henry and reset his challenge questions. Directions: Part C: Now, close the case with a resolved disposition and notes.

1. Log in to OAAM Admin as a Customer Service Representative.

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

3. In another system enter Henrys User ID and verify his home address and last four

digits of his Social Security Number.

4. Search open cases by user.

Search for Henrys open cases by entering xxxx into the User ID field and selecting New , Pending, and Escalated for his case status. New, pending, and escalated cases do not exist for Henry; therefore, you must create a new case. 5. Create a new case.

a. In the Cases Search page, click the New Case button.

The Create Case screen is displayed. b. Enter the Henrys user name, xxxx, in the User ID field and select the Organization ID group Henry belongs to.

c. For severity level, select Low from the Severity Level list

The available severity levels are High, Medium, and Low. d. Select Forgot question answers from the Description list. e. Click Create. The Create button is disabled until all the fields are entered. If invalid parameters were entered, an error message is displayed and the new case is not created. If you click Create, the new case is created. A confirmation message appears.

f. Click OK to dismiss the confirmation message.

6. Reset Henrys questions.

a. To reset Henrys questions, in the Case Details page, select More Actions and

then select Challenge Questions. Authenticator uses questions as additional credentials to help prevent fraud. From the Challenge Questions screen, you can perform questions-related actions for the customer when necessary.