| Oracle® Adaptive Access Manager Concepts Release 10g (10.1.4.5) Part Number E12049-03 |
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| Oracle® Adaptive Access Manager Concepts Release 10g (10.1.4.5) Part Number E12049-03 |
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View PDF |
Oracle Adaptive Access Manager provides a set of tools for creating and supporting two different types of cases: Customer Service Representative (CSR) Cases and Agent Cases.
CSR Cases are used in customer care situations associated within the normal course of doing business online and over the phone when providing assistance to customers. The customer support representatives can use the CSR set of tools for handling inquiries associated with adaptive risk manager.
A CSR case can be changed to an agent case by CSR managers, investigators and investigation managers.
Agent Cases are used specifically by fraud investigators and investigation managers for analyzing data and finding relationships between sessions and cases. Only investigators and their managers will have access to agent cases.
An agent case cannot be de-escalated to a CSR case, which is used by customer service representatives and customer service managers.
A CSR case is a record of related customer care events and actions for a single customer. Multiple cases also provide a way of segregating unrelated issues and actions for a customer.
CSR cases are used by the customer service representative while assisting a customer.
The CSR Case Details page will display the following details for a case.
General Case Details
Case Created - The date and time the case was created.
Case Status - The case status can be New, Pending, or Closed. When a case is created, the status is set to New by default.
Severity Level - The severity level is set by whomever creates the case and used as a marker to communicate to users how severe this case is.
Case Type - Agent or CSR
Disposition - When a case is closed the disposition describes the way in which the issue was resolved. Cases only have dispositions when they're closed. If a case has any status besides closed, the disposition is blank.
Expiration Date: Date when CSR case expires. By default, the length of time before a case expires is 24 hours. After 24 hours, the status will change from New to Expired. After the case expires, the CSR user will not be able to open the case anymore, but the CSR manager will be able to. The length of time before a case expires is configurable in the customercare.properties file. Refer to the Oracle Adaptive Access Manager Developer's Guide for details for configuring the expiry behavior.
Description - The details for the case. A description is required.
Last Case Action - The last action executed for this user in the CSR case
Date of Last Case Action - The date when last action occurred.
Last Global Case Action - The last action that occurred for this user (identified by a combination of the Username and User ID) in ALL CSR cases. Agent cases are not taken into account.
Date of Last Global Case Action - The last action perform against the user online.
User Data
Username - User for whom case is created
User ID - Encrypted username
Application ID - The ID of the application.
Last Online Action - The last action that user executed, for example - Answered challenge question would show "Challenge Question" or if user is blocked, "Block."
Date of Last Online Action - Date when last online action was executed.
Temporary Allow Expire Date - When temp allow is enabled; this field tells you when it expires. If temporary allow is 7 days, the expiry date will be a week from today.
Temporary Allow Active - If temporary allow is active, this field shows "Yes;" otherwise the field shows "No."
Completed Registration - If user has completed registration, this field shows "Yes;" otherwise it shows "No." The user must complete all of the following tasks: personalizing a textpad (image and phrase), and registering security questions and answers.
Questions Active - If user has completed registration, but questions have been reset, and he hasn't gone back and registered new ones, this field would display "No." This field shows "yes" if the user has completed registration and questions exists by which he can be challenged.
Personalization Active - When user has an image, a phrase and questions active, this field would display "Yes." If any one of these are reset, this field would display "No."
Your customers can elect to register their device during registration. A customer might, for example, register his office or home computers, but not register a computer he might use on a business trip.
The rules administrator could then write or configure rules based on a device registered flag. For example, he could configure a rule that would always challenge the customer if his current device is not registered. Or, he could create a larger rule that would take the fact that the device is not registered into account.
As a CSR, you can unregister all of a customer's devices through the Actions tab on the Case Details page.
Agent cases are tools for investigators and investigation managers to facilitate an investigation by identifying the data and relationships. By linking sessions and cases, Oracle Adaptive Access Manager can locate relationships between sessions in which an suspicious activity has occurred or sessions in which alerts were generated.
For Agent cases, any number of sessions can be selected for linking to the new case. These sessions are the basis for the new case relationships.
Agent cases will display general case details.
General Case Details
Case Created - The date and time the case was created.
Case Status - The case status can be New, Pending, or Closed. When a case is created, the status is set to New by default.
Severity Level - The severity level is set by whomever creates the case and used as a marker to communicate to users how severe this case is.
Case Type - Agent or CSR
Disposition - When a case is closed the disposition describes what the resolution was. If a case has any status besides closed the disposition is blank.
Expiration Date - Date when agent case expires
Overdue - If a case is open and has not been accessed longer than the time range set the overdue flag will be set to allow managers to see cases needing attention. For example, if Agent cases are set to 24 hours then the flag will be set to "overdue" if a case is open and has not been accessed in more than 24 hours. An overdue case will be refreshed for another 24 hours if an investigator accesses it. The overdue behavior is configurable in the customercare.properties file. Refer to the Oracle Adaptive Access Manager Developer's Guide for details.
Description - description of the case.
Last Case Action - The last case action executed for this Agent Case. There are no user details in agent cases.
Date of Last Case Action - Date when last case action was executed.
Sessions and/or data that an investigator feels have specific importance to a case may be linked to a case.
Linked sessions are displayed in a listing. A column exists for each entity from each session. In addition, a column exists for each Runtime, displaying any triggered alerts from that Runtime. This allows for sessions containing different data types to be linked.
Runtimes are displayed with the execution time and transactions, and their attributes are displayed with the transaction ID. When a session is linked to a case, notes are required to explain the reason. In addition, an importance level is set when the link is created. This importance level is a filter for investigation.
Data is linked to a case automatically when the case is created. Linked data is used to generate the related sessions and cases, which are displayed in the related area. Each data type and individual piece of data can be selected/de-selected to be used in the calculation of related cases and sessions. The current state of the case screen is preserved if a user leaves and then returns. This includes all display settings and states.
Example
An investigator could identify three sessions which were found to contain similar fraud. The sessions could be selected from a query and linked to an existing case or a new case can be created using these linked sessions. The entities (user, device, location, credit card, ship address, etc.), Runtimes and alerts from the three sessions would be used to determine what sessions and cases are related to the case. If sessions are added or removed from the list of linked data the related list will be altered.
Example
If a case is created automatically by an action, the linked data will be taken from the session in which the action was triggered. The case will contain all the major data points from that session such as entities, Runtimes and alerts.
Example
If a case is created from the Search User Cases screen, the linked data will contain data from sessions selected in the provided search screen based on user.
Example
If the data type "IP address" is de-selected in the user interface, no related cases or sessions will be displayed based on the IP address used.
Example
If two specific devices are deselected in the linked tab then those two data points will not influence the related sessions shown.
Only an administrator can configure the overdue duration. If a case is open and has not been accessed longer than the time range set, the overdue status is set to allow managers to view cases needing attention. A report template is provided that displays all overdue cases. The report runs on a regular schedule (daily by default). The report is sent via email to the investigation managers.
Example
If agent cases are set to 24 hours, the status will be set to "overdue" if a case is open and has not been accessed in more than 24 hours. An overdue case will be refreshed for another 24 hours if an investigator accesses it.
Example
If a CSR case is escalated to an agent case, it starts the overdue timer from that point forward.
Cases that share data with the linked sessions are related and are displayed in Related Cases. Search parameters are available to further narrow the view. The cases will display the data points by which they are related. Each case number will contains links to the case.
Example
If the user ID "jsmith" is in the linked sessions data, all cases involving jsmith in its links will be shown in the related listing.
Sessions that share data with the linked sessions are related and will be displayed in Related Sessions. Search parameters are provided in Filter Related Sessions/Cases to further narrow the view.
Example
If the user ID "jsmith" is in the linked sessions data, all sessions involving jsmith will be shown in the related listing.
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