To reset Henrys questions, in the Case Details page, select More Actions and

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. Managing and Supporting CSR Cases 4-41 You can select from existing notes or enter a new note.

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

case status was successfully saved.

f. Click OK to dismiss the dialog.

4.16.4 Use Case: Bulk Edit CSR Cases

You are Mike, a customer service manager at Acme Corp. The company policy for CSR cases is that cases should be closed as soon as the user issue is resolved. After a month you close out any CSR cases that have been left open by mistake. Directions: Today is the end of the month, so you are going to bulk-close any cases older than 24 hours and newer than a month ago. To bulk edit CSR cases: 1. Log in to OAAM Admin as a Customer Service Representative Manager.

2. In the Navigation tree, double-click Cases.

The Cases Search page is displayed. 3. Search the pending CSR cases created between a month ago and yesterday.

a. In the Case Status field, select Pending.

b. For Created Date, enter the date and time for the last day of the previous

month.

c. For End Date, enter the date and time 24 hours ago.

d. Click Search.

4. Select all cases and close them with a disposition and notes.

a. Select all cases listed in the Search Results table.

b. Click the Bulk Edit icon on the Search Results toolbar.

The Bulk Edit screen appears. c. In the Status list, click Closed. d. For the disposition, select Issue Resolved. e. Enter a note that says that the case was left open by mistake.

f. Click OK. A confirmation dialog is displayed with the message that the bulk

editing operation was performed successfully. g. Click OK to dismiss the dialog.

4.16.5 Use Case: CSR Manager Bulk Case Edit

Carl is Dollar Bank CSR manager. He comes into work each morning and searches through the CSR cases to check on status and clean up if needed. First he runs a search for CSR cases that are expired. There are four cases with the Expired status, so Carl looks at the creation dates for each. All are more than two days old. One of them has a High severity and the last action was a Temp Allow. The other three were Low severity cases with Phone Challenge as the last action. He selects these three and closes them with a disposition of expired and resolved. Carl opens the high severity case to look at the log. He sees that the temporary allow is active for another week so he leaves the case in the expired status as a marker. 1. Log in to OAAM Admin.