New and Pending Cases

5-4 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

5.3 Opening the Case Search Page

To perform the operations listed earlier, log in as an Investigator. Open to the Cases Search page by double-clicking Cases in the Navigation tree. Alternatively, you can open the Cases Search page by: ■ Right-clicking Cases in the Navigation tree and selecting List Cases from the context menu. ■ Selecting Cases in the Navigation tree and then choosing List Cases from the Actions menu. ■ Clicking the List Cases button in the Navigation tree toolbar. The Cases Search page contains the search tools to help you find cases that you are interested in. The Search Results table displays a list of cases that meet the criteria you specified. If you upgraded your environment, agent cases from previous releases are also visible. There is a link on the case number. To view the case details, click the link. All search tables and dialog boxes should have asterisks for the required fields.

5.4 Searching for Cases

The Cases Search page contains the search tools to help you find cases that you are interested in.

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

Table 5–3 Search Filters Filter Description Organization ID To locate cases for an organization, select the Organization ID. CSRs can choose one from a list of Organization IDs of organizations which they have access to. User Name The User Name field is blank for Agent cases. User ID The UserID field is blank for Agent cases. Case ID To locate a specific case, enter the Case ID. Description To locate a case by a keyword that is in the description, enter the word you want. Search by description displays all cases with any matching words in the description field. Case Type To filter cases by case type, select Agent. 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. Investigation Using Agent Cases 5-5

2. Click Search.

If multitenancy is enabled, search results display all the cases whose users belong to the organizations that the CSR has access to if they match the search criteria. User less cases are part of the result set if the case owners Organization ID is on the agents access permission list and the case matches the search criteria. Searching for Overdue Cases By default Escalated and Agent cases expire after 24 hours and become overdue. The overdue flag is then set. When Investigators access the case, the expiration date is reset. To search for overdue Agent cases, select Shown Only Expired as the Expired filter. The cases with dates and time in red in the Expiration Column are overdue cases. 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 Agent type 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 5–3 Cont. Search Filters Filter Description