In the Case Details page, click the Linked Sessions tab.

5-20 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

5.9 Configuring Agent Case Access

By default only Investigators and Investigation Managers have access to create Agent cases. The property for investigator access is oaam.permission.creatagentcase=oaam.perm.create.case.type.agent To give a CSR access to Agent cases, configure the property as follows: oaam.permission.creatagentcase=oaam.perm.create.case.type.csr After setting the property, the CSR should have full access to create agent cases.

5.10 Configuring ExpiryOverdue Behavior for Agent Cases

The expiryoverdue behavior can be configured using the Properties Editor. Agent Cases have a default expiration date of 24 hours from the date of creation. Information to change the default behavior is provided below.

5.10.1 Set Overdue Behavior for Agent Cases Default Setting

To set expiryoverdue behavior for Agent cases, modify the following properties as shown below. customercare.case.expirybehavior.enum.agentcase.behavior = overdue customercare.case.expirybehavior.enum.agentcase.label = Overdue customercare.case.expirybehavior.enum.agentcase.durationInHrs = 24 customercare.case.expirybehavior.enum.agentcase.resetonaccess = true

5.10.2 Disable OverdueExpiry Behavior for Agent Cases

To disable the overdueexpiry behavior for Agent cases, modify the following property as shown below. customercare.case.expirybehavior.enum.agentcase.behavior = none

5.10.3 Set Expiry Behavior for Agent Cases

To set expiry behavior for Agent cases, modify the following properties as shown below. customercare.case.expirybehavior.enum.agentcase.behavior = expiry customercare.case.expirybehavior.enum.agentcase.label = Expired customercare.case.expirybehavior.enum.agentcase.durationInHrs = 24 customercare.case.expirybehavior.enum.agentcase.resetonaccess = false

5.11 Agent Use Cases

Common agent use cases are listed below.

5.11.1 Agent Creation

Agent use cases are provided below. Groups for the examples are presented in the following chart. Note: You do not need to change the other parameters.