CSR and CSR Manager Role Permissions

4-6 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4.4 Cases Search Page

The Cases Search page contains the search tools to help you find cases that you are interested in. An example Cases Search page is shown in Figure 4–1 . Figure 4–1 CSR Cases Search page

4.4.1 Searching for Cases

When a customer telephones with a question or problem, you can search all customers and cases quickly through any combination of factors. For example, you can search for a customers open case by entering his User ID and New, Pending, and Escalated for his case status. Another example is searching for CSR cases created between a month ago and yesterday. To search cases:

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

The filters are shown in Table 4–2 . Table 4–2 Search Filters Filter Description Organization ID To locate cases for an organization, select the Organization ID. In a Multitenant deployment, CSRs only have access to cases limited to an Organization. Organization names to which the user has access are presented. User Name To locate cases for a specific user, enter his user name or part of a user name in the User Name field. User ID To locate a case by the user identifier. Case ID To locate a specific case, enter the Case ID. Description Keyword To locate a case by a keyword that is in the description, enter the word you want. Case Type To filter cases by case type, select CSR. Managing and Supporting CSR Cases 4-7

2. Click Search.

There is a link on the case number. To view the case details, click the link. You can get the case detail for cases that belonged to any user belonging to the group you have access to. If the user does not belong to the group you have access to, you do not see that case in search results.

4.4.2 Viewing a List of Cases

Depending on the criteria entered for the search, the Search Results table can display a list of cases. In a multitenant environment, if the user does not belong to an organization you have access to, you do not have access to his case. If you had been assigned to one organization previously and created cases for users in that organization and serviced them, when you are reassigned to another organization, you only see cases for the new organization when you log in again, regardless of whether you serviced them or not. Severity Level To filter cases by severity level, select Low, High, or Medium. Case Status To filter cases by case status, select New, Pending, Closed, Escalated. Expired To filer the list by expired, select the option you want. The options available are: ■ Hide Expired ■ Show Only Expired Created Date To locates cases created within a given create date range, enter the start and end dates you want for the range. Disposition To filter cases by dispositions, you can select: ■ Confirmed Fraud ■ Duplicate ■ False Negative ■ False Positive ■ Issue Pending ■ Issue Resolved ■ Not Fraud The disposition describes the way in which the issue was resolved in a case. Cases only have dispositions when they are closed. If a case has any status besides closed, the disposition is left blank. Last Action Search based on the last action that was taken in case. Notes Search for cases that contain specific keywords in their log. For example, if you search for all cases that contain the word chargeback, a case with a note that contains The device used seems to be related to a number of chargebacks would return in the list of cases. Created by Search by user name of the agent who created the case. Current Owner Search by user name of the agent who is working on this case currently who performed the last action Table 4–2 Cont. Search Filters Filter Description