Changing Case Status to Pending Closing a Case

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. 4-32 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager When the status of the case is set to New or Pending, you are able to extend the expiration. The option of changing the disposition is not available. When the status of the case is set to Closed, you can change the Disposition. The option of changing the expiration is not available. 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. For example, you can search cases by type, expiration, and date. For information, see Section 4.4.1, Searching for Cases.

3. Click Bulk Edit Selected.

The Bulk Edit screen is displayed. Figure 4–11 Bulk Edit 4. Change the case settings you want and add notes.

5. Click OK to perform the bulk edit.

A confirmation dialog appears with a message that the bulk editing operation was performed successfully.

6. Click OK to dismiss the dialog.

Bulk Editing Example Jackie needs to cleanup case back log. 1. She goes ahead and searches for all the expired cases and closes them all. 2. She also goes to all overdue cases and updates the status to pending again.