Use Case: Customer Session Search and Case Creation

Managing and Supporting CSR Cases 4-39

b. In the Item list, select Reset Questions as the question-related action to

perform.

c. In the Notes list, select Forgot QuestionAnswers.

d. Click Submit to reset Henrys questions.

When you reset a customers challenge questions, OAAM Admin deletes the existing questions and answers and generates a new question set for customers to register from. A confirmation message appears.

e. Click OK to dismiss the dialog.

7. Add notes on the case. Each time you take an action in a case you should enter a note describing why you are taking the action. The notes are saved to the case log.

a. Click Add Notes on the menu bar to add notes on the case.

b. Enter a note that Henrys challenge questions were reset.

c. Click Submit.

If you click Submit, the notes are saved to the case log. A confirmation message appears.

d. Click OK.

8. Inform Henry that he will go through challenge questions registration select new questions and answers from his question set the next time he logs in. 9. Close the case with a disposition.

a. To close the case, in the Case Details page, click More Actions and select

Change Status . Case status refers to the current state of a case.

b. In the Status list, click Closed.

Closed is the status of a case when the issue is resolved.

c. For the disposition select Issue Resolved.

d. Select Issue Resolved from the Notes list as the note describing the issue.

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

e. Click Submit.

A confirmation message appears.

f. Click OK to dismiss the dialog.

4.16.3 Use Case: Reset Image and Phrase

You answer a call from Nancy, a user who does not like the virtual device personalization she registered. She would like you to change it for her. You explain that Nancy can do this herself on the User Preferences page of the Authenticator, but she insists that you reset her image and phrase. Directions: Part A: Open a new CSR case for Nancy and reset her image and phrase. You tell her that her virtual authentication device will show a new image and phrase the next time she logs in. 4-40 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager Directions: Part B: Then, close the case with a resolved disposition and enter some pertinent 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. Search open cases by user. Perform a search by case number or by Nancys User ID and a Case Status of Open , Pending, or Escalated to find out whether a case already exists. Since an open case to reset her personalization does not exist, you create a new case. 4. Open a new case.

a. Click New Case to create a new case.

The Create button is disabled until all the fields are entered. No fields can be left blank. b. Enter the required details.

c. Click Create.

If invalid parameters were entered, an error message is displayed and the new case is not created. If you click Create, a new case is created and a confirmation dialog is displayed with the Case ID number.

d. Click OK in the Create Case confirmation dialog.

The Case Details page for the newly created case is displayed. 5. Reset the users image and phrase.

a. In the menu bar of the Case Details page, select Customer Resets. The

Customer Resets screen appears.

b. In the User Item list, select Image and Phrase.

c. In the Notes list, select the type of note you want to add.

d. In the Description field, modify the description to suit your needs.

e. Click Submit. A confirmation dialog is displayed with the message that the

customer has been assigned a new image and phrase.

f. In the confirmation dialog, click OK.

When you reset a customers image and phrase, OAAM Admin generates a new image and phrase and assigns them to the customer. 6. Tell Nancy that her virtual authentication device will show a new image and phrase the next time she logs in. 7. Close the case with a disposition.

a. In the menu bar, click More Actions, and then click Change Status.

The Change Status screen appears. b. In the Status list, click Closed. c. For the disposition, select Issue Resolved. d. Enter a note describing the issue.