Agent Cases Introduction and Concepts

Investigation Using Agent Cases 5-3

5.1.2.2 Closed Cases

Closed is the status of a case when the issue is resolved.

5.1.2.3 Escalated Cases

If a CSR case is escalated to an Agent case, the status changes to Escalated in the process. The first time an investigator accesses the case, the status changes to Pending automatically. The CSR escalates a case when he cannot resolve a case and needs further investigation by an investigator or when he determines there is suspicious activity associated with the specific user and he wants further investigation by an investigator. Once escalated the case is treated as an Agent case, which is no longer visible to the CSR. However, any agent can work on the escalated case.

5.2 Fraud Investigation Role Permission

Fraud Investigator and Fraud Investigation Manager are out-of-the-box roles provided by Oracle Adaptive Access Manager. A Fraud Investigator investigates a specific fraud scenario or suspicious pattern. In order to work on the scenario or pattern, he creates an Agent case. A Fraud Investigation Manager has access to actions that the Fraud Investigator does not have. They can reopen closed cases and bulk edit cases. To act upon the fraudulent sessions, they create Agent cases, and then link the fraudulent sessions to the case. Based on the type of fraud, they perform further case actions. The out-of-the-box permissions associated with fraud investigation are summarized in Table 5–2 . Additional actions are listed in Appendix A, Access Roles. Table 5–2 Fraud Investigation Role Permissions Action Investigator Permissions Investigation Manager Permissions Actions All functions of Investigator role All functions of Investigator role and some special privileges Search Cases ■ Search for CSR, Escalated and Agent cases ■ Search for open and closed cases ■ Search for CSR, Escalated and Agent cases ■ Search for open and closed cases. New Case Only Agent cases Only Agent cases View Case Details ■ View Escalated Case ■ View closed case details ■ View Escalated Case ■ View closed case details Edit Case ■ Add notes to CSR and Escalated Cases ■ Change status and severity ■ Cannot bulk edit cases ■ Escalate cases ■ Add notes to CSR and Escalated Cases ■ Reopen closed cases ■ Change status and severity ■ Bulk edit cases ■ Escalate cases Search session Search sessions Search sessions Link sessions Link sessions Link sessions Unlink sessions Unlink sessions Unlink sessions View linked sessions View linked sessions View linked sessions 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