From the Cases Search page, specify criteria in the Search Filter.

4-8 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4.4.3 Viewing a List Cases You are Currently Working On

From the Cases Search page, enter your user name in the Current Owner field to locate cases that you are currently working on and click Search. The Search Results table displays the list of cases you are currently working on.

4.4.4 Searching for Open and Closed Cases

1. From the Cases Search page, search by Case Status:

■ New , Pending, and Escalated to locate open cases ■ Closed to locate closed cases For information, see Section 4.4.1, Searching for Cases. 2. Click the case number of the case you want. The Case Details page is displayed Figure 4–2 . When the CSR or CSR Manager opens the case ■ The current owner becomes the CSR or CSR Manager. ■ The Created By field remains the same. ■ The status of the case is Pending. 3. Next, the CSR or CSR Manager can perform the necessary actions such as granting a temporary allow, performing challenge question resets, and other actions.

4.4.5 Searching Case by Description Keyword

Searching by description keywords would display all cases with any matching words in that was entered as a description during case creation.

1. From the Cases Search page, enter the description keyword to locate cases that

contains the Description Keyword and click Search. 2. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

4.4.6 Viewing a List of Cases

Searching by description keywords would display all cases with any matching words that was entered as a description during case creation.

4.5 Case Details Page

By clicking the case number on the Cases Search page, you can review the details of a specific case perform various actions on cases. The Case Details page provides such general details about the case as the customers user name, status, severity level, and description. For information, see Section 4.5, Case Details Page. Managing and Supporting CSR Cases 4-9 Figure 4–2 Case Details

4.5.1 Case Actions

Case Details also provides access to the actions that can be taken, a log of case activity, and a list of customer sessions. From the Case Details page, the following options are available: ■ Add Notes ■ Ask Question ■ Customer Resets ■ Temporary Allow CSR Manager Only ■ Change Severity ■ Change Status ■ Extend Expiration Date CSR Manager Only ■ Escalate Case CSR Manager Only You can only act on those case that you can access in the details page. You can open the case only when you have access to the users group.