In the Cases Search page, click New Case. Select the Organization ID.

Managing and Supporting CSR Cases 4-17 Figure 4–6 Create Like

3. Enter a description in the Description field, or select a description from the

Description list, or both. Description is a required field. The Create button is disabled until a description is entered. You can select multiple descriptions from the Description list for the same case. You can select a description from the Description list, one at a time for any number of times. Each description selected from the list is appended to the previous description. If you are entering a description, the Description field can contain alphanumeric and special characters, but it should not exceed 4000 characters. 4. Edit any of the other fields if you want. Do not leave any fields blank.

5. Click Create or Cancel.

If you click Cancel, the Cases Search page appears. If you click Create, a new case is created with data from the original case and your changes, and you are directed to the Case Details page of the newly created case.

4.9 Performing Customer Resets

Authenticator uses images and phrases on its virtual authentication devices as part of the personalization to help prevent fraud. Customer Resets enable you to reset the customers image and phrase and unregister his device. Customer Resets are not be available for a closed, escalated or expired case. 4-18 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4.9.1 Resetting Image

If you reset a customers image, OAAM Admin randomly assigns a new image to the customer. After resetting the image, you can inform the customer that the authenticator will display a new image at the next log in to the Web site. The same phrase will continue to be used. If a customer is not registered and does not have an image to reset, an error message appears if you try to reset his image. To reset a customers image:

1. From the Cases Search page, search for an existing case for resetting the image for

the customer, and if it does exist, click the case number in the results table.

2. If the case does not exist, create one for resetting the customers image.

3. On the menu bar of the Case Details page, click Customer Resets.

The Customer Resets screen is displayed. Figure 4–7 Customer Resets

4. In the User Item list, select Image.

5. In the Notes list, select the note you want to add.

6. Edit the note describing why you are taking the action, if necessary.

7. Click Submit.

4.9.2 Resetting Phrase

When the customers phrase is reset, a new one is randomly assigned to the customer. After resetting the phrase, you can inform the customer that the authenticator will display a new phrase the next time he or she logs in to the Web site. The same image will continue to be used. To reset a customers phrase: