Enter the customers answer in the Answer field. Click Submit.

4-26 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager Enter the users answers until he answers correctly or is locked out. 2. If the user answers the question correctly, inform the user he must register new questions online next time he logs in. 3. Verify reset questions works for user after asking challenge questions. You need to actually verify this by doing logins before and after the reset action to verify that the user is asked to register.

4.11 Enabling a Temporary Allow

To enable a temporary allow:

1. From the Cases Search page, search for an existing case for granting a temporary

allow 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 the customer.

3. Click Temporary Allow on the menu bar.

4. In the Allow list, select the desired temporary allow.

■ Single Login ■ Two Hours ■ Select End Date If you select Select End Date, click the calendar icon and click the end date you want. ■ Cancel If you want to terminate an active allow for a customer, select Cancel to remove it

5. In the Notes list, select the type of note you want.

6. Edit the note to add information about the action you are taking. For example, you can add notes about the actions taken and that the customer is on his trip for three months and should receive an exception for that time.

7. Click Submit.

Temporary Allow Example Rita is blocked user and cannot login to bank account and is on vacation in Mexico. She needs to login in next 2 hours to transfer some money to her account since her mortgage payment is coming up. She calls Carl CSR and requests to let her login for next 2 hours only. Carl performs these steps: 1. Carl searches for Ritas logins and asks her when she logged in last time and from where. 2. He crosschecks that information with session data that he sees. 3. Carl creates a case for Rita. 4. He opens that case and creates a temporary allow for Rita for 2 hours. Managing and Supporting CSR Cases 4-27

4.12 Performing Case Actions

You can perform the following case actions: ■ Adding Notes to Cases ■ Changing Severity Level of a Case ■ Changing Status of a Case ■ Extending Expiration ■ Escalating a Case ■ Escalating a CSR Case to an Agent Case ■ Bulk-Editing CSR Cases

4.12.1 Adding Notes to Cases

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. To add notes to cases:

1. From the Cases Search page, search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases. 2. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

3. Click Add Notes on the menu bar.

The Add Notes screen appears. Figure 4–10 Add Notes

4. Enter a note.

5. Click Submit.

If you click Cancel, the Add Notes screen is dismissed. 4-28 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager If you click Submit, the notes are saved to the case log.

4.12.2 Changing Severity Level of a Case

When a case is created it is assigned a severity level to indicate its importance and allow administrators to filter cases. The severity level is shown on the Case Details page.

1. Search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases. 2. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

3. On the menu bar, click More Actions, and then click Change Severity.

The Change Severity screen appears. 4. In the Severity List, click the severity level you want. The available severity levels are High, Medium, and Low. If a customer suspects fraud, then the severity level assigned would be High. If the customer wants a different image, then the severity level assigned would be Low. You can escalate or deescalate the severity level of a case when necessary.

5. In the Notes list, select the type of note you want.

6. Edit the note to add information about the action you are taking.

7. Click Submit.

4.12.3 Changing Status of a Case

Status refers to the current state of a case. The status of a case can be new, pending, or closed. OAAM Admin automatically assigns the status of New to each case when it is created. You must change the status to Pending after the case is escalated.

1. Search for the case from the Cases Search page.

For information, see Section 4.4.1, Searching for Cases. 2. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

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

The Change Status screen appears. 4. In the Status list, click the status you want. You can select New, Pending, or Closed. Table 4–5 Case Status Status Definition New The status of a case when it is created. Pending The status of a case that is not yet resolved. Closed The status of a case when the issue is resolved. Escalated The status of a case that has been escalated.